HP Changes Customer Conversation

Michael Vizard

Hewlett-Packard wants to change the nature of the conversation with IT organizations.

Rather than leading the conversation with products and technologies in the hopes that customers will intuitively know how to apply them, HP wants to start talking about actual customer problems.

To that end, the company today rolled out an Instant-On Enterprise program under which HP will focus its IT services efforts. The four pillars of this program are Application Transformation, which focuses on application modernization; Converged Infrastructure, which focuses on next-generation data center architecture; Enterprise Security, which focuses on people, process and technology; Information Optimization, under which HP will emphasize data management and business intelligence; and Hybrid Delivery, which focuses on where to best run any application workload in the age of cloud computing.

According to David Shirk, HP senior vice president for HP Enterprise Business, this change to the company's business model will better align HP's service efforts with the major problems customers are having as technology becomes more embedded in every business process.

Whether this approach is unique or simply brings HP into line with every other IT services company may not matter. What it does show is a maturation of HP's overall approach to the market as the company now relies more on IT services revenue to drive its profit engine.

Ultimately, that's a good thing for both HP and the customer because not only will this approach better inform HP's future product development plans, it should also mean that HP will develop a much better understanding of actual customer pain points.

And given all the drama surrounding HP these days, it's nice to see the company still concentrating on the fundamentals.

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