{"id":191,"date":"2021-03-30T16:02:51","date_gmt":"2021-03-30T16:02:51","guid":{"rendered":"https:\/\/connect-community.org\/\/2021-3-30-how-hpe-pointnext-tech-care-changes-the-game-for-delivering-enhanced-it-solutions-and-support\/"},"modified":"2021-10-14T03:54:55","modified_gmt":"2021-10-14T08:54:55","slug":"2021-3-30-how-hpe-pointnext-tech-care-changes-the-game-for-delivering-enhanced-it-solutions-and-support","status":"publish","type":"post","link":"https:\/\/connect-community.org\/2021-3-30-how-hpe-pointnext-tech-care-changes-the-game-for-delivering-enhanced-it-solutions-and-support\/","title":{"rendered":"How HPE Pointnext Tech Care changes the game for delivering enhanced IT solutions and support"},"content":{"rendered":"<div\n        class=\"\n          image-block-outer-wrapper\n          layout-caption-below\n          design-layout-inline\n          combination-animation-none\n          individual-animation-none\n          individual-text-animation-none\n        \"\n        data-test=\"image-block-inline-outer-wrapper\"\n    ><\/p>\n<figure\n            class=\"\n              sqs-block-image-figure\n              intrinsic\n            \"\n            style=\"max-width:2100px;\n  overflow: hidden;\n\"\n        ><br \/>\n          <a\n              class=\"\n                sqs-block-image-link\n              \"\n              href=\"https:\/\/www.hpe.com\/us\/en\/newsroom\/blog-post\/2021\/03\/redefining-customer-experience-with-new-ai-powered-operational-service.html\"\n          ><\/p>\n<div\n              class=\"image-block-wrapper\"\n              data-animation-role=\"image\"\n          ><\/p>\n<div class=\"sqs-image-shape-container-element\n              has-aspect-ratio\n            \" style=\"\n                position: relative;\n                  padding-bottom:56.23809814453125%;\n  overflow: hidden;\n              \"\n              ><br \/>\n              <noscript><img decoding=\"async\" src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/8_toptop.jpg\" alt=\"top top.jpg\" \/><\/noscript><img decoding=\"async\" class=\"thumb-image lazyload\" data-src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/8_toptop.jpg\" data-image=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/8_toptop.jpg\" data-image-dimensions=\"2100x1181\" data-image-focal-point=\"0.5,0.5\" alt=\"top top.jpg\" data-load=\"false\" data-image-id=\"606348111e2bb81c689b8c85\" data-type=\"image\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/>\n            <\/div><\/div>\n<p>          <\/a><br \/>\n        <\/figure>\n<\/p><\/div>\n<p class=\"\" style=\"white-space:pre-wrap;\">The next&nbsp;<a href=\"http:\/\/www.briefingsdirect.com\/\" target=\"_blank\" rel=\"noopener\"><strong>BriefingsDirect<\/strong><\/a>&nbsp;Voice of Innovation discussion explores how services and support for enterprise IT have entered a new era.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">For IT technology providers, the timing of&nbsp;<a href=\"https:\/\/www.hpe.com\/us\/en\/newsroom\/blog-post\/2021\/03\/redefining-customer-experience-with-new-ai-powered-operational-service.html\" target=\"_blank\" rel=\"noopener\"><strong>the news<\/strong><\/a>&nbsp;couldn\u2019t be better. That&#8217;s because those now consuming tech support are demanding higher-order value &#8212; such as improved worker productivity from hybrid services delivered across many remote locations.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">At the same time, the underlying technologies and intelligence to enhance traditional help desk support&nbsp;<a href=\"https:\/\/www.hpe.com\/h22228\/video-gallery\/us\/en\/61aa890b-4274-479b-971d-c9047283b4af\/hpe-pointnext-tech-care\/video\/\" target=\"_blank\" rel=\"noopener\"><strong>are blossoming<\/strong><\/a>&nbsp;to deliver proactive &#8212; and even consultative &#8212; enhancements.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Stay with us here to examine how&nbsp;<a href=\"https:\/\/www.hpe.com\/us\/en\/services\/pointnext.html\" target=\"_blank\" rel=\"noopener\"><strong>Hewlett Packard Enterprise (HPE) Pointnext Services<\/strong><\/a>&nbsp;has&nbsp;<a href=\"https:\/\/hpe.seismic.com\/Link\/Content\/DCqOTd9_iJJkaq1qU5t9FFJg\" target=\"_blank\" rel=\"noopener\"><strong>developed new solutions<\/strong><\/a>&nbsp;to satisfy those enhanced&nbsp;expectations for the&nbsp;next era of IT support.&nbsp;HPE\u2019s&nbsp;<a href=\"http:\/\/www.hpe.com\/services\/techcare\" target=\"_blank\" rel=\"noopener\"><strong>new generation<\/strong><\/a>&nbsp;of readily-at-hand IT expertise, augmented remote services, and ongoing product-use guidance together propel businesses to exploit their digital domains &#8212; better than ever.<\/p>\n<p>   <iframe class=\"embedly-embed lazyload\" data-src=\"\/\/cdn.embedly.com\/widgets\/media.html?src=https%3A%2F%2Fwww.youtube.com%2Fembed%2FlLfJiVqOTU4%3Ffeature%3Doembed&#038;display_name=YouTube&#038;url=https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3DlLfJiVqOTU4&#038;image=https%3A%2F%2Fi.ytimg.com%2Fvi%2FlLfJiVqOTU4%2Fhqdefault.jpg&#038;key=61d05c9d54e8455ea7a9677c366be814&#038;type=text%2Fhtml&#038;schema=youtube\" width=\"854\" height=\"480\" scrolling=\"no\" title=\"YouTube embed\" frameborder=\"0\" allow=\"autoplay; fullscreen\" allowfullscreen=\"true\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" data-load-mode=\"1\"><\/iframe><\/p>\n<p style=\"text-align:center;white-space:pre-wrap;\" class=\"\"><a href=\"http:\/\/traffic.libsyn.com\/interarbor\/BriefingsDirectHow_HPE_Pointnext_Tech_Care_Changes_the_Game_for_Delivering_Enhanced_IT_Solutions_and_Support.mp3?dest-id=20179\" target=\"_blank\" rel=\"noopener\"><strong>Listen<\/strong><\/a><strong>&nbsp;to the&nbsp;<\/strong><a href=\"http:\/\/briefingsdirect.com\/how-hpe-pointnext-tech-care-changes-the-game-for-delivering-enhanced-it-solutions-and-support\" target=\"_blank\" rel=\"noopener\"><strong>podcast<\/strong><\/a><strong>.&nbsp;Find it on&nbsp;<\/strong><a href=\"https:\/\/itunes.apple.com\/us\/podcast\/briefingsdirect-podcasts\/id85270006\" target=\"_blank\" rel=\"noopener\"><strong>iTunes<\/strong><\/a><strong>. Read a&nbsp;<\/strong><a href=\"https:\/\/www.briefingsdirecttranscriptsblogs.com\/2021\/03\/how-hpe-pointnext-tech-care-changes.html\" target=\"_blank\" rel=\"noopener\"><strong>full transcript<\/strong><\/a><strong>&nbsp;or&nbsp;<\/strong><a href=\"https:\/\/www.slideshare.net\/danalgardner\/how-hpe-pointnext-tech-care-changes-the-game-for-delivering-enhanced-it-solutions-and-support\" target=\"_blank\" rel=\"noopener\"><strong>download<\/strong><\/a><strong>&nbsp;a copy.<\/strong><\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Here to share&nbsp;<a href=\"https:\/\/www.briefingsdirectblog.com\/2020\/08\/digital-transformation-goes-beyond.html\" target=\"_blank\" rel=\"noopener\"><strong>the Pointnext vision<\/strong><\/a>&nbsp;for the future of advanced IT operational services are&nbsp;<a href=\"https:\/\/www.linkedin.com\/in\/gerry-nolan-3aa2641\/\" target=\"_blank\" rel=\"noopener\"><strong>Gerry Nolan<\/strong><\/a>, Director of Operational Services Portfolio at&nbsp;<a href=\"https:\/\/www.hpe.com\/us\/en\/services\/pointnext.html\" target=\"_blank\" rel=\"noopener\"><strong>HPE Pointnext Services<\/strong><\/a>,&nbsp;and&nbsp;<a href=\"https:\/\/www.linkedin.com\/in\/rob-brothers-b787427\/\" target=\"_blank\" rel=\"noopener\"><strong>Rob Brothers<\/strong><\/a>, Program Vice President, Datacenter and Support Services, at&nbsp;<a href=\"https:\/\/www.idc.com\/\" target=\"_blank\" rel=\"noopener\"><strong>IDC<\/strong><\/a>. The discussion is moderated by&nbsp;<a href=\"https:\/\/www.linkedin.com\/in\/danagardner\/\" target=\"_blank\" rel=\"noopener\"><strong>Dana Gardner<\/strong><\/a>, Principal Analyst at Interarbor Solutions.&nbsp;<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Here are some excerpts:<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Rob, what are enterprise IT leaders and their consumers demanding of tech support in early 2021? How are their expectations different from just a year or two ago?<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;It\u2019s a great question, Dana. I want to jump back a little bit further than just a year or so ago. That\u2019s because support has really evolved so much over the past five, six, or seven years.<\/p>\n<div\n        class=\"\n          image-block-outer-wrapper\n          layout-caption-below\n          design-layout-inline\n          combination-animation-none\n          individual-animation-none\n          individual-text-animation-none\n        \"\n        data-test=\"image-block-inline-outer-wrapper\"\n    ><\/p>\n<figure\n            class=\"\n              sqs-block-image-figure\n              intrinsic\n            \"\n            style=\"max-width:100px;\n  overflow: hidden;\n\"\n        ><br \/>\n          <a\n              class=\"\n                sqs-block-image-link\n              \"\n              href=\"https:\/\/www.linkedin.com\/in\/rob-brothers-b787427\/\"\n          ><\/p>\n<div\n              class=\"image-block-wrapper\"\n              data-animation-role=\"image\"\n          ><\/p>\n<div class=\"sqs-image-shape-container-element\n              has-aspect-ratio\n            \" style=\"\n                position: relative;\n                  padding-bottom:73%;\n  overflow: hidden;\n              \"\n              ><br \/>\n              <noscript><img decoding=\"async\" src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/RobBrothers.jpg\" alt=\"Rob Brothers.jpg\" \/><\/noscript><img decoding=\"async\" class=\"thumb-image lazyload\" data-src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/RobBrothers.jpg\" data-image=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/RobBrothers.jpg\" data-image-dimensions=\"100x73\" data-image-focal-point=\"0.5,0.5\" alt=\"Rob Brothers.jpg\" data-load=\"false\" data-image-id=\"606348899b377221cb247b79\" data-type=\"image\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/>\n            <\/div><\/div>\n<p>          <\/a><br \/>\n        <\/figure>\n<\/p><\/div>\n<p class=\"\" style=\"white-space:pre-wrap;\">If you think about product support and support in general back in the day, it was just that. It was an add-on. It was great for fix services. It was about being able to place a phone call to get something fixed.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">But that evolved over the past few years due to the fact that we have more intelligent devices and customers are looking for more proactive, predictive capabilities, with direct access to experts and technicians. And now that all has taken a fast-track trajectory during the pandemic as we talk about&nbsp;<a href=\"https:\/\/www.hpe.com\/us\/en\/what-is\/digital-transformation.html\" target=\"_blank\" rel=\"noopener\"><strong>digital transformation<\/strong><\/a>.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">During COVID-19, customers need new ways to work with tech-support organizations. They need even more technical assistance. So, we see that a plethora of secure, remote-support capabilities have come out. We see more connected devices. We see that customers look for expertise over the phone &#8212; as well as via chat or via augmented reality. Whatever the channel, we see a trajectory and growth that has spurred on a lot of innovation &#8212; and not just the innovation itself, but the consumption of that innovation.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Those are a couple of the big differences I\u2019ve seen in just the past couple of years. It\u2019s about the need for newer support models, and a different way of receiving support. It\u2019s also about using a lot of the new, proactive, and predictive capabilities built inside of these newer systems &#8212; and really getting connected back to the vendor.<\/p>\n<blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong><em>Those enterprises that connect back to their vendors are getting that improved experience and can then therefore pass that better experience to their customers. That&#8217;s the important part of the whole equation.<\/em><\/strong><\/p>\n<\/blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\">Those enterprises that connect back to their vendors are getting that improved experience and can then therefore pass that better experience to their customers. That\u2019s the important part of the whole equation &#8212; making sure that better IT experiences translate to those enterprise customers. It\u2019s a very interesting time.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;I sense this is also about more collective knowledge. When we can gather and share how IT systems are operating, it just builds on itself. And now we have the tools in place to connect and collaborate better. So this is an auspicious time &#8212; just as the demand for these services has skyrocketed.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;Yes, without a doubt. I find the increased use of augmented reality (AR) to deliver support extremely interesting, too, and a great use case during a pandemic.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">If you can\u2019t send an engineer to a facility in-person, maybe you can give that engineer access to the IT department using&nbsp;<a href=\"https:\/\/www.google.com\/glass\/start\/\" target=\"_blank\" rel=\"noopener\"><strong>Google Glass<\/strong><\/a>&nbsp;or some other remote-access technology. Maybe you can walk them through something that they may not have been able to do otherwise. With all of the data and information the vendor collects, they can more easily walk them through more issues. So that\u2019s just one really cool use case during this pandemic.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Gerry, do you agree that there\u2019s been auspicious timing when it comes to the need for these innovative support services and the capability to deliver them technically?<\/p>\n<h1 style=\"white-space:pre-wrap;\"><strong><em>Pandemic accelerates remote services<\/em><\/strong><\/h1>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Nolan:<\/strong>&nbsp;Yes, there\u2019s no question. I totally agree with Rob. We saw a massive spike with the pandemic in terms of driving to remote access. We already had significant remote capabilities, but many of our customers all of a sudden have a huge remote workforce that they have to deal with.<\/p>\n<div\n        class=\"\n          image-block-outer-wrapper\n          layout-caption-below\n          design-layout-inline\n          combination-animation-none\n          individual-animation-none\n          individual-text-animation-none\n        \"\n        data-test=\"image-block-inline-outer-wrapper\"\n    ><\/p>\n<figure\n            class=\"\n              sqs-block-image-figure\n              intrinsic\n            \"\n            style=\"max-width:200px;\n  overflow: hidden;\n\"\n        ><br \/>\n          <a\n              class=\"\n                sqs-block-image-link\n              \"\n              href=\"https:\/\/www.linkedin.com\/in\/gerry-nolan-3aa2641\/\"\n          ><\/p>\n<div\n              class=\"image-block-wrapper\"\n              data-animation-role=\"image\"\n          ><\/p>\n<div class=\"sqs-image-shape-container-element\n              has-aspect-ratio\n            \" style=\"\n                position: relative;\n                  padding-bottom:100%;\n  overflow: hidden;\n              \"\n              ><br \/>\n              <noscript><img decoding=\"async\" src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/GerryNolan.jpg\" alt=\"Gerry Nolan.jpg\" \/><\/noscript><img decoding=\"async\" class=\"thumb-image lazyload\" data-src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/GerryNolan.jpg\" data-image=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/GerryNolan.jpg\" data-image-dimensions=\"200x200\" data-image-focal-point=\"0.5,0.5\" alt=\"Gerry Nolan.jpg\" data-load=\"false\" data-image-id=\"606348d73dd26b5b0c89eff4\" data-type=\"image\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/>\n            <\/div><\/div>\n<p>          <\/a><br \/>\n        <\/figure>\n<\/p><\/div>\n<p class=\"\" style=\"white-space:pre-wrap;\">They have to keep their IT running with minimal on-site presence, and so you have to start quickly innovating and delivering things such as AR and virtual reality (VR), which is what we did. We already have that solution.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">But it\u2019s amazing how something like a pandemic can elevate that use to our thousands and thousands of technical engineers around the world who are now using that technology and solution to virtually join customer sites and help them triage, diagnose, and even do installations. It\u2019s allowing them to keep their systems and their businesses running during a very tough period.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Another insight is we\u2019ve seen customers struggling, even before the pandemic, with having enough technical personnel bandwidth. You know, how they need more people resources and skills as more new technologies hit the streets.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">To Rob\u2019s point, it\u2019s difficult for customers to keep pace with the speed of change in IT. There\u2019s more hunger for partners who can go deep on expertise across a wide plethora of technologies. So, there\u2019s a variety of new support activities going on.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;Yes, around those technical capabilities, one of the biggest things I hear from enterprises is just trying to find that talent pool. You need to get employees to do some of the technical pieces of the equation on a lot of these new IT assets. And they\u2019re just not out there, right?<\/p>\n<div\n        class=\"\n          image-block-outer-wrapper\n          layout-caption-below\n          design-layout-inline\n          combination-animation-none\n          individual-animation-none\n          individual-text-animation-none\n        \"\n        data-test=\"image-block-inline-outer-wrapper\"\n    ><\/p>\n<figure\n            class=\"\n              sqs-block-image-figure\n              intrinsic\n            \"\n            style=\"max-width:301px;\n  overflow: hidden;\n\"\n        ><br \/>\n          <a\n              class=\"\n                sqs-block-image-link\n              \"\n              href=\"https:\/\/www.hpe.com\/us\/en\/services\/pointnext.html\"\n          ><\/p>\n<div\n              class=\"image-block-wrapper\"\n              data-animation-role=\"image\"\n          ><\/p>\n<div class=\"sqs-image-shape-container-element\n              has-aspect-ratio\n            \" style=\"\n                position: relative;\n                  padding-bottom:55.81395721435547%;\n  overflow: hidden;\n              \"\n              ><br \/>\n              <noscript><img decoding=\"async\" src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/Pointnextlogo.png\" alt=\"Pointnext logo.png\" \/><\/noscript><img decoding=\"async\" class=\"thumb-image lazyload\" data-src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/Pointnextlogo.png\" data-image=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/Pointnextlogo.png\" data-image-dimensions=\"301x168\" data-image-focal-point=\"0.5,0.5\" alt=\"Pointnext logo.png\" data-load=\"false\" data-image-id=\"6063491b3dd26b5b0c89f62d\" data-type=\"image\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/>\n            <\/div><\/div>\n<p>          <\/a><br \/>\n        <\/figure>\n<\/p><\/div>\n<p class=\"\" style=\"white-space:pre-wrap;\">They need programmers and big data data scientists. Getting folks to come in to assist on that level is more and more difficult. Hence, working with the vendor for a lot of these needs and that technical expertise really comes in handy now.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Right, when you can outsource &#8212; people do outsource. That\u2019s been a trend for 10 or 15 years now.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">What are the challenges enterprises &#8212; as the IT vendors and providers &#8212; have in closing that skills gap?&nbsp;<\/p>\n<h1 style=\"white-space:pre-wrap;\"><strong><em>DX demands collaboration<\/em><\/strong><\/h1>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;I actually did a big study around digital transformation. One of the big issues I\u2019ve seen within enterprises is a lot of siloed structures. The networking team is not talking to the storage team, or not talking to the server team, and protecting their turf.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">As an alternative, you can have the vendor come in and say, \u201cLook, we can do this for you in a simpler fashion. We can do it a little bit faster, too, and we can keep downtime out of your environment.\u201d<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">But trying to get the enterprise convinced [on the outsourcing] can sometimes be tricky and difficult. So I see that as one of the inhibitors to getting some of these great tech services that the vendors have into these environments.<\/p>\n<blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong><em>A lot of these legacy systems are mixed in with the newer systems. This is where you see a struggle within enterprises. It&#8217;s still the stovepipe silos in enterprises that can make transitions very difficult.<\/em><\/strong><\/p>\n<\/blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\">A second big challenge I see is around the big, legacy IT environments. This goes back to that connectedness piece I talked about. A lot of these legacy systems are mixed in with the newer systems. This is where you see a struggle within enterprises. They are asking, \u201cOkay, well, how do I support this older equipment and still migrate to this new platform that I want to do a lot of cloud-based computing with and become more operationally efficient?\u201d The vendors can assist with that, but it\u2019s still the stovepipe silos you sometimes see in enterprises that can make transitions very difficult.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Right. The fact is we have hybrid everything, and now we have to adjust our support and services to that as well.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Gerry, around these challenges, it seems we also have some older thinking around how you buy these tech services. Perhaps it has been through a warranty or a bolt-on support plan. Do we need to change the way we think about acquiring these services?<\/p>\n<h1 style=\"white-space:pre-wrap;\"><strong><em>Customer experience choice&nbsp;<\/em><\/strong><\/h1>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Nolan:<\/strong>&nbsp;Yes, customers are all about&nbsp;<em>experiences<\/em>&nbsp;these days. Think about pretty much every part of your life &#8212; whether you\u2019re going to the bank, booking a vacation, or even buying an electric car. They\u2019ve totally transformed the experience in each of those areas.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">IT is no different. Customers are trying to move beyond, as Rob was saying, that legacy IT thinking. Even if it\u2019s contacting a support provider for a break-fix issue, they want the solution to come with an end-to-end experience that\u2019s compelling, engaging, and in a way that they don\u2019t need to think about all the various bits and pieces. The fewer decisions a customer has to make and the more they can just aim for a particular outcome, the more successful we\u2019re going to be.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;Yes, when a customer invested $1 million in a solution set, the old mindset was that after three or four years it would be retired and they would buy a new one &#8212; but that\u2019s completely changed.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Now, you\u2019re looking at this technology for a longer term within your environment. You want to make sure you\u2019re getting all the value out of it, so that support experience becomes extremely important. What does the system look like from a performance perspective? Did I get the full dollar value out of it?<\/p>\n<div\n        class=\"\n          image-block-outer-wrapper\n          layout-caption-below\n          design-layout-inline\n          combination-animation-none\n          individual-animation-none\n          individual-text-animation-none\n        \"\n        data-test=\"image-block-inline-outer-wrapper\"\n    ><\/p>\n<figure\n            class=\"\n              sqs-block-image-figure\n              intrinsic\n            \"\n            style=\"max-width:2100px;\n  overflow: hidden;\n\"\n        ><br \/>\n          <a\n              class=\"\n                sqs-block-image-link\n              \"\n              href=\"https:\/\/www.hpe.com\/us\/en\/newsroom\/blog-post\/2021\/03\/redefining-customer-experience-with-new-ai-powered-operational-service.html\"\n          ><\/p>\n<div\n              class=\"image-block-wrapper\"\n              data-animation-role=\"image\"\n          ><\/p>\n<div class=\"sqs-image-shape-container-element\n              has-aspect-ratio\n            \" style=\"\n                position: relative;\n                  padding-bottom:56.23809814453125%;\n  overflow: hidden;\n              \"\n              ><br \/>\n              <noscript><img decoding=\"async\" src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/7_top.jpg\" alt=\"top.jpg\" \/><\/noscript><img decoding=\"async\" class=\"thumb-image lazyload\" data-src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/7_top.jpg\" data-image=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/7_top.jpg\" data-image-dimensions=\"2100x1181\" data-image-focal-point=\"0.5,0.5\" alt=\"top.jpg\" data-load=\"false\" data-image-id=\"6063494ea748ef1cd6476ef9\" data-type=\"image\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/>\n            <\/div><\/div>\n<p>          <\/a><br \/>\n        <\/figure>\n<\/p><\/div>\n<p class=\"\" style=\"white-space:pre-wrap;\">That kind of experience is not just between the vendor and with my own internal IT department, but also in how that experience correlates out to my end-user customer. It becomes about bringing that whole experience circle around. It\u2019s really about the experience for everybody in the environment &#8212; not just for the vendor and not just for the enterprise. But it\u2019s for the enterprise\u2019s customers.&nbsp;<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Rob, I think it behooves the seller of the IT goods if they\u2019ve moved from a&nbsp;<a href=\"https:\/\/en.wikipedia.org\/wiki\/Capital_expenditure\" target=\"_blank\" rel=\"noopener\"><strong>CapEx<\/strong><\/a>&nbsp;to an&nbsp;<a href=\"https:\/\/en.wikipedia.org\/wiki\/Operating_expense\" target=\"_blank\" rel=\"noopener\"><strong>OpEx<\/strong><\/a>&nbsp;model so that they can make those services as valuable as possible and therefore also apply the right and best level of support over time. It locks the customer in on a value basis, rather than a physical basis.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;Yes, that\u2019s one great mindset change I\u2019ve seen over the past five years. I did a study about six years ago, and I asked customers how they bought support. Overwhelmingly they said they just bought a blanket support contract. It was the same contract for all of the assets within the environment.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">But just recently, in the past couple of years, that\u2019s completely changed. They are now looking at the workloads. They\u2019re looking at the systems that run those workloads and making better decisions as to the best type of support contract on that system. Now they can buy that in an OpEx- or CapEx-type manner, versus that blanket contract they used to put on it.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">It\u2019s really great to see how customers have evolved to look at their environments and say, \u201cI need different types of support on the different assets I have, and which provide me different experiences.\u201d That\u2019s been a major change in just the past couple of years.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Nolan:<\/strong>&nbsp;We\u2019re also seeing customers seek the capability to evolve and move from one support model to another. You might have a customer environment where they have some legacy products where they need help. And they\u2019re implementing some new technologies and new solutions, and they\u2019re developing new apps.<\/p>\n<p>   <iframe class=\"embedly-embed lazyload\" data-src=\"\/\/cdn.embedly.com\/widgets\/media.html?src=https%3A%2F%2Fwww.youtube.com%2Fembed%2FlLfJiVqOTU4%3Ffeature%3Doembed&#038;display_name=YouTube&#038;url=https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3DlLfJiVqOTU4&#038;image=https%3A%2F%2Fi.ytimg.com%2Fvi%2FlLfJiVqOTU4%2Fhqdefault.jpg&#038;key=61d05c9d54e8455ea7a9677c366be814&#038;type=text%2Fhtml&#038;schema=youtube\" width=\"854\" height=\"480\" scrolling=\"no\" title=\"YouTube embed\" frameborder=\"0\" allow=\"autoplay; fullscreen\" allowfullscreen=\"true\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" data-load-mode=\"1\"><\/iframe><\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">It\u2019s really helpful for that customer if they can work with a single vendor &#8212; even if they have multiple, different IT models. That way they can get support for their legacy, deploy new on-premises technologies, and integrate that together with their legacy. And then, of course, having that consumption-as-a-service model that Rob just talked about, they also have a nice easy way of transitioning workloads over to hybrid models where appropriate.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">I think that\u2019s a big benefit, and it\u2019s what the customers seem to be looking for more and more these days.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Gerry, what\u2019s the vision now behind HPE to deliver on that? What\u2019s Pointnext Services doing to provide&nbsp;<a href=\"https:\/\/www.hpe.com\/us\/en\/newsroom\/blog-post\/2021\/03\/redefining-customer-experience-with-new-ai-powered-operational-service.html\" target=\"_blank\" rel=\"noopener\"><strong>a new generation of tech support<\/strong><\/a>&nbsp;that accommodates these new and often hybrid environments?<\/p>\n<h1 style=\"white-space:pre-wrap;\"><strong><em>Tech Care\u2019s five steps toward support<\/em><\/strong><\/h1>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Nolan:<\/strong>&nbsp;We\u2019re very excited to launch a new support experience called&nbsp;<a href=\"https:\/\/www.hpe.com\/us\/en\/services\/pointnext.html\" target=\"_blank\" rel=\"noopener\"><strong>HPE Pointnext&nbsp;<\/strong><\/a>&nbsp;<a href=\"http:\/\/www.hpe.com\/services\/techcare\" target=\"_blank\" rel=\"noopener\"><strong>Tech Care<\/strong><\/a>. It\u2019s all about delivering on much of what\u2019s just been said in terms of moving beyond a product break-fix experience to helping customers get the most out of that product &#8212; all the way from purchasing through its lifecycle to end-of-life.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Our main goal for HPE Pointnext Tech Care is to&nbsp;<a href=\"https:\/\/www.hpe.com\/h22228\/video-gallery\/us\/en\/61aa890b-4274-479b-971d-c9047283b4af\/hpe-pointnext-tech-care\/video\/\" target=\"_blank\" rel=\"noopener\"><strong>help customers maximize and expose all the value<\/strong><\/a>&nbsp;from that product. We\u2019re going to do that with HPE Pointnext Tech Care through five key elements.<\/p>\n<blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong><em>Products are going to be embedded with a support experience called HPE Pointnext Tech Care. It&#8217;s a very simple experience. It has some choices on the SLA side, but it&#8217;s going to dramatically simplify the buying and owing experience at HPE.<\/em><\/strong><\/p>\n<\/blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\">The first is to make it a very simple experience. Today, we have four different choices when you\u2019re buying a product as to which experience you want to go with. Now with HPE Pointnext, products are going to be sold embedded with a support experience called&nbsp;<a href=\"http:\/\/www.hpe.com\/services\/techcare\" target=\"_blank\" rel=\"noopener\"><strong>HPE Pointnext Tech Care<\/strong><\/a>. It\u2019s a very simple experience. It has some choices on the service-level-agreement (SLA) side, but it\u2019s going to dramatically simplify the buying and owning experience for our HPE customers.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">The second aspect is the digital-transformation component that we see everywhere in life. That means we\u2019re embedding a lot of data telemetry into the products. We have a product called&nbsp;<a href=\"https:\/\/infosight.hpe.com\/app\/login\" target=\"_blank\" rel=\"noopener\"><strong>HPE InfoSight<\/strong><\/a>&nbsp;that\u2019s now embedded in our technology being deployed.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">InfoSight collects all that data and sends it back to the mother ship, which allows our support experts to gain all of those insights and provide help with the customer in mitigating, predicting, planning capacity, and helping to keep that system running and optimized at all times. So, that\u2019s one element of the digital component.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">The other aspect is a very rich support portal, a customer engagement platform. We\u2019ve already redone our support center on&nbsp;<a href=\"https:\/\/www.hpe.com\/\" target=\"_blank\" rel=\"noopener\"><strong>hpe.com<\/strong><\/a>&nbsp;and customers will see it\u2019s completely changed. It has a new look and feel. Over the coming quarters, there will be more and more new capabilities and functionality added. Customers will be able to see dashboards, personalized views of their environments, and their products. They\u2019ll get&nbsp;<a href=\"https:\/\/en.wikipedia.org\/wiki\/Omnichannel\" target=\"_blank\" rel=\"noopener\"><strong>omni-channel access<\/strong><\/a>&nbsp;to our experts, which is the third element we are providing.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">We have all this great expertise. Traditionally, you would connect with them over the telephone. But going forward, you\u2019re going to have the capability, as Rob mentioned, for customers to do chat. They may also want to watch videos of the experts. They may want to talk to their peers. So we have a moderated forum area where customers can communicate with each other and with our experts. There\u2019s also a whole plethora of white papers and Tech Tip videos. It\u2019s a very rich environment.<\/p>\n<div\n        class=\"\n          image-block-outer-wrapper\n          layout-caption-below\n          design-layout-inline\n          combination-animation-none\n          individual-animation-none\n          individual-text-animation-none\n        \"\n        data-test=\"image-block-inline-outer-wrapper\"\n    ><\/p>\n<figure\n            class=\"\n              sqs-block-image-figure\n              intrinsic\n            \"\n            style=\"max-width:800px;\n  overflow: hidden;\n\"\n        ><br \/>\n          <a\n              class=\"\n                sqs-block-image-link\n              \"\n              href=\"https:\/\/www.hpe.com\/h22228\/video-gallery\/us\/en\/61aa890b-4274-479b-971d-c9047283b4af\/hpe-pointnext-tech-care\/video\/\"\n          ><\/p>\n<div\n              class=\"image-block-wrapper\"\n              data-animation-role=\"image\"\n          ><\/p>\n<div class=\"sqs-image-shape-container-element\n              has-aspect-ratio\n            \" style=\"\n                position: relative;\n                  padding-bottom:66.625%;\n  overflow: hidden;\n              \"\n              ><br \/>\n              <noscript><img decoding=\"async\" src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/datahighway.jpg\" alt=\"data highway.jpg\" \/><\/noscript><img decoding=\"async\" class=\"thumb-image lazyload\" data-src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/datahighway.jpg\" data-image=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/datahighway.jpg\" data-image-dimensions=\"800x533\" data-image-focal-point=\"0.5,0.5\" alt=\"data highway.jpg\" data-load=\"false\" data-image-id=\"606349b25afd8e0d39318f16\" data-type=\"image\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/>\n            <\/div><\/div>\n<p>          <\/a><br \/>\n        <\/figure>\n<\/p><\/div>\n<p class=\"\" style=\"white-space:pre-wrap;\">Then the fourth HPE Pointnext Tech Care element touches on a key trend that Rob mentioned, which goes beyond break-fix. With HPE Pointnext Tech Care, you\u2019ll have the capability to communicate with experts beyond just talking about a broken part of your system. This will allow you to contact us and talk about things such as using the product, or capacity planning, or configuration information that you may have questions about. This general tech guidance feature of HPE Pointnext Tech Care, we believe, is going to be very exciting for customers, and they\u2019re going to really benefit from it.&nbsp;<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">And lastly, the fifth component is about a broader spectrum of full lifecycle help that our customers want. They don\u2019t just want a support experience around buying the product, they want it all the way through its lifetime. The customer may need help with migration, for example, or they may need help with performance, training their people, security, and maybe even retiring or sanitizing that asset.&nbsp;<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">With&nbsp;<a href=\"http:\/\/www.hpe.com\/services\/techcare\" target=\"_blank\" rel=\"noopener\"><strong>HPE Pointnext Tech Care<\/strong><\/a>, they will have a nice, easy mechanism where you have a very robust, warm-blanket-type of support that comes with the product and can easily be augmented with other menu choices. We\u2019re very excited about launch of HPE Pointnext Tech Care and it comes with those five key elements. It\u2019s going to transform the support experience and help customers get the most from their HPE products.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Rob, how much of a departure do you sense the HPE Pointnext Tech Care approach is from earlier HPE offerings, such as HPE&nbsp;<a href=\"https:\/\/h20195.www2.hpe.com\/V2\/GetPDF.aspx\/4AA4-8876ENW.pdf\" class=\"mtli_attachment mtli_pdf\" target=\"_blank\" rel=\"noopener\"><strong>Foundation Care<\/strong><\/a>? Is this a sea change or a moderate change? How big of a deal is this?<\/p>\n<h1 style=\"white-space:pre-wrap;\"><strong><em>Proactive, predictive capabilities<\/em><\/strong><\/h1>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;In my opinion, it\u2019s a&nbsp;<a href=\"https:\/\/hpe.seismic.com\/Link\/Content\/DCqOTd9_iJJkaq1qU5t9FFJg\" target=\"_blank\" rel=\"noopener\"><strong>pretty significant change<\/strong><\/a>. You\u2019re going to get proactive, predictive capabilities at the base level of the HPE Pointnext Tech Care service that a lot of other vendors charge a real premium for.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">I can\u2019t stress enough how important it is for those proactive, predictive capabilities to come with environments. A survey that I did not long ago supported a cost-downtime study. In that study, customers saw approximately 700 or so hours of downtime per year across their environments. These are servers, storage, networking, and security, and take human error into account. If customers enabled proactive, predictive capabilities, they saw approximately 200 hours of saved downtime. That\u2019s because of what those corrective, predictive capabilities can do at that base layer. They allow you to do the one big thing that prevents downtime &#8212; and that&#8217;s patch management and patch planning.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Now, those technical experts that Gerry talked about can access all of this beautiful, feature-rich information and data. They can feed it back to the customer and say, \u201cLook, here\u2019s how your environment looks. Here\u2019s where we see some areas that you can make improvements, and here&#8217;s a patch plan that you can put in place.\u201d<\/p>\n<blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong><em>Now technical experts can access all of this beautiful, feature-rich information and data. They can feed it back to the customer to make improvements. That&#8217;s precious information and data.<\/em><\/strong><\/p>\n<\/blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\">Then all of the data comes back from enterprises, saying, \u201cIf I do a better job of that patching and patch planning that just saves a copious amount of unplanned and planned downtime out of my environment because I now do a better job of that.\u201d That\u2019s precious information and data.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">That\u2019s the big fundamental change. They\u2019re showing the real value to the customer so they don\u2019t have to buy some of those premium levels. They can get that kind of value in the base level, which is extremely important and provides that higher-order experience to end-user customers. So I do think that\u2019s a huge fundamental shift, and definitely a new value for the customers.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Rob, correct me if I\u2019m wrong, but having this level of proactive, baked-in-from-the-start support comes at an auspicious time, too, because people are also trying to do more automation with their security operations. It seems to me that we\u2019re dovetailing the right approaches for patching and proactive maintenance along with what\u2019s needed for security. So, there\u2019s a security benefit here as well?<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;Oh, massive. Especially if you look at this day-and-age with a lot of the&nbsp;<a href=\"https:\/\/en.wikipedia.org\/wiki\/2020_United_States_federal_government_data_breach\" target=\"_blank\" rel=\"noopener\"><strong>security breaches we just had<\/strong><\/a>&nbsp;just over the past year due to new security remote access to a lot of systems. Yes, it definitely plays a major factor in how enterprises should be thinking about how they\u2019re patching and patch planning.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Gerry, just to pull on that thread again about data and knowledge sharing, the more you get the relationship that you\u2019re describing with HPE Pointnext Tech Care &#8212; the more back and forth of the data and learning what the systems are doing &#8212; and you have a virtuous cycle. Tell us how the machine learning (ML) and data gathering works in aggregate and why that\u2019s an auspicious virtuous cycle.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Nolan:<\/strong>&nbsp;That\u2019s an excellent question and, of course, you\u2019re spot-on. The combination is of the telemetry built into the actual products through&nbsp;<a href=\"https:\/\/infosight.hpe.com\/app\/login\" target=\"_blank\" rel=\"noopener\"><strong>HPE InfoSight<\/strong><\/a>, our back-end experts, and the detailed knowledge management processes. We also have our experts who are watching, listening, and talking to customers as they deal with issues.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">That means you have two things going on. You have the software learning over time and we have rules being built in there so that when it spots an issue it can go and look for all the other similar environments and then help those customers mitigate and predict ahead of time.<\/p>\n<div\n        class=\"\n          image-block-outer-wrapper\n          layout-caption-below\n          design-layout-inline\n          combination-animation-none\n          individual-animation-none\n          individual-text-animation-none\n        \"\n        data-test=\"image-block-inline-outer-wrapper\"\n    ><\/p>\n<figure\n            class=\"\n              sqs-block-image-figure\n              intrinsic\n            \"\n            style=\"max-width:326px;\n  overflow: hidden;\n\"\n        ><br \/>\n          <a\n              class=\"\n                sqs-block-image-link\n              \"\n              href=\"https:\/\/www.hpe.com\/us\/en\/services\/pointnext.html\"\n          ><\/p>\n<div\n              class=\"image-block-wrapper\"\n              data-animation-role=\"image\"\n          ><\/p>\n<div class=\"sqs-image-shape-container-element\n              has-aspect-ratio\n            \" style=\"\n                position: relative;\n                  padding-bottom:47.54601287841797%;\n  overflow: hidden;\n              \"\n              ><br \/>\n              <noscript><img decoding=\"async\" src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/HPonDX.jpg\" alt=\"H P on DX.jpg\" \/><\/noscript><img decoding=\"async\" class=\"thumb-image lazyload\" data-src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/HPonDX.jpg\" data-image=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/HPonDX.jpg\" data-image-dimensions=\"326x155\" data-image-focal-point=\"0.5,0.5\" alt=\"H P on DX.jpg\" data-load=\"false\" data-image-id=\"606349df5afd8e0d393192f5\" data-type=\"image\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/>\n            <\/div><\/div>\n<p>          <\/a><br \/>\n        <\/figure>\n<\/p><\/div>\n<p class=\"\" style=\"white-space:pre-wrap;\">Secondly our experts can engage better because they\u2019re also dealing with and seeing various challenges happening around the world in various environments. The combined knowledge management process means we\u2019re constantly building more and more content, more and more knowledge, and we\u2019re immediately making that available through the new digital customer platforms.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">That means that customers will immediately get the benefit of all of this knowledge. It might be a&nbsp;<a href=\"https:\/\/www.hpe.com\/h22228\/video-gallery\/us\/en\/61aa890b-4274-479b-971d-c9047283b4af\/hpe-pointnext-tech-care\/video\/\" target=\"_blank\" rel=\"noopener\"><strong>Tech Tip video<\/strong><\/a>. It might be a white paper. It might be an item or an article in a moderated forum. There\u2019s this rich back-and-forth between what\u2019s available in the portal and what\u2019s available in the knowledge that the software will build over time. And all of this just comes to bear in a richer experience for the customer, where they can help either self-solve or self-serve. But if they want to engage with our experts, they\u2019re available in multiple different channels and in multiple different ways.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Rob, another area where 2+2=5 is when we can take those ML and data-driven insights that Gerry described across a larger addressable market of installed devices. And then, we can augment that with&nbsp;<a href=\"https:\/\/www.myroom.hpe.com\/Home\/Overview\" target=\"_blank\" rel=\"noopener\"><strong>MyRoom<\/strong><\/a>-type technologies and the VR and AR capabilities that you described earlier.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">What\u2019s the new sum value when we can combine these insights with the capability to then deliver the knowledge remotely and richly?&nbsp;<\/p>\n<h1 style=\"white-space:pre-wrap;\"><strong><em>Autonomous IT reduces human error&nbsp;<\/em><\/strong><\/h1>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;That\u2019s a really great point. The whole idea is to attain what we call&nbsp;<a href=\"https:\/\/www.iotworldtoday.com\/2020\/01\/13\/autonomous-systems-poised-to-become-the-norm-in-it\/\" target=\"_blank\" rel=\"noopener\"><strong>autonomous IT<\/strong><\/a>. That means to have IT systems that are more on the self-repair side, and that have product pieces shipped prior to things going wrong.&nbsp;<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">One of the biggest and most-costly pieces of downtime is from human error. If we can pull the human touch and human interaction out of the IT environment, we save each company hundreds of thousands of dollars a year. That\u2019s what all this data and information will provide to the IT vendors. They can then say, \u201cLook, let\u2019s take the human interactions out of it. We know that\u2019s one of the most-costly sides of the equation.\u201d<\/p>\n<blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong><em>If we can pull the human touch and interaction out of the IT environment we save money and reduce human error. We can optimize systems. It gets to the point where we&#8217;re relying on the intelligence of the systems to do more. That&#8217;s the direction we&#8217;re heading in.<\/em><\/strong><\/p>\n<\/blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\">If we can do that in an autonomous fashion &#8212; where we\u2019re optimizing systems on a regular basis, equipment is being shipped to the facility prior to anything breaking, we can schedule any downtime during quiet times, and make sure that workloads are moved properly &#8212; then that\u2019s the endgame. It gets to the point where the human factor gets more removed and we\u2019re relying more on the intelligence of the systems to do more.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">That\u2019s definitely the direction we\u2019re moving in, and what we\u2019re seeing here is definitely heading in that direction.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:&nbsp;<\/strong>Yes, and in that case, you\u2019re not necessarily buying IT support, your buying IT insurance.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;Yes, exactly. That gets back to the consumption models. HPE is one of the leaders in that space with&nbsp;<a href=\"https:\/\/www.hpe.com\/us\/en\/greenlake.html\" target=\"_blank\" rel=\"noopener\"><strong>HPE GreenLake<\/strong><\/a>. They were one of the pioneers to come up with a solution such as that, which takes the whole IT burden off of IT\u2019s plate and puts it back on the vendor.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Nolan:&nbsp;<\/strong>We have a term for that concept that one of my colleagues uses. They call it&nbsp;<em>invisible IT<\/em>. That\u2019s really what a lot of customers are looking for. As Rob said, we\u2019re still some ways from that. But it\u2019s a noble goal, and we\u2019re all in to try and achieve it.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;So we know what the end-goal is, but we\u2019re still in the progression to it. But in the meantime, it\u2019s important to demonstrate to people value and return on investment (ROI).<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Do we have any HPE Pointnext Tech Care examples, Gerry? Rob already mentioned a few of his studies that show dramatic improvements. But do we have use cases and\/or early-adoption patterns? How do we measure when you do this well and you get?<\/p>\n<h1 style=\"white-space:pre-wrap;\"><strong><em>Benefits already abound<\/em><\/strong><\/h1>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Nolan:<\/strong>&nbsp;There are a ton of benefits. For example, we already have extensive Tech Tip video libraries. We have chat implemented. We have the moderated forums up and running. We have lots of different elements of the experience already live in certain product areas, especially in storage.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Of course, many HPE products are already connected through HPE InfoSight or other tools, which means those systems are being monitored on a 24 x 7 basis. The software already monitors, predicts, and mitigates issues before they occur, as well as provides all sorts of insights and recommendations. This allows both the customer and our support experts to engage and take remediation action before anything bad happens.&nbsp;<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Customers seem to love this more-rich experience approach. Yes, there\u2019s a lot more data and a lot more insights. But to have those experts on-hand, to be able to gain or build an action plan from all of that data, is really important.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Now, in terms of some of the benefits that we\u2019re seeing in the storage space, those customers that are connected are seeing 73 percent fewer trouble tickets and 69 percent faster time-to-resolution. To date, since InfoSight was first deployed in that storage environment alone, we\u2019ve measured about 1.5 million hours of saved productivity time.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">So there are real benefits when you combine being connected with ML tools such as InfoSight. When the rich value available in&nbsp;<a href=\"https:\/\/www.hpe.com\/us\/en\/newsroom\/blog-post\/2021\/03\/redefining-customer-experience-with-new-ai-powered-operational-service.html\" target=\"_blank\" rel=\"noopener\"><strong>HPE Pointnext Tech Care<\/strong><\/a>comes together, it further reduces downtime, improves performance, and helps reach the end-goal that Rob talked about, the autonomous IT or invisible IT.&nbsp;<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Rob, we started our conversation about what\u2019s changed in tech support. What\u2019s changed when it comes to the key performance indicators (KPIs) for evaluating tech support and services?<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;The big, new KPIs that we\u2019re seeing do not just evaluate the experience that the enterprise has with the IT vendors. Although that\u2019s obviously extremely important, it\u2019s also about how does that correlate to the experiences my end-users are receiving?<\/p>\n<div\n        class=\"\n          image-block-outer-wrapper\n          layout-caption-below\n          design-layout-inline\n          combination-animation-none\n          individual-animation-none\n          individual-text-animation-none\n        \"\n        data-test=\"image-block-inline-outer-wrapper\"\n    ><\/p>\n<figure\n            class=\"\n              sqs-block-image-figure\n              intrinsic\n            \"\n            style=\"max-width:960px;\n  overflow: hidden;\n\"\n        ><br \/>\n          <a\n              class=\"\n                sqs-block-image-link\n              \"\n              href=\"https:\/\/www.hpe.com\/us\/en\/newsroom\/blog-post\/2021\/03\/redefining-customer-experience-with-new-ai-powered-operational-service.html\"\n          ><\/p>\n<div\n              class=\"image-block-wrapper\"\n              data-animation-role=\"image\"\n          ><\/p>\n<div class=\"sqs-image-shape-container-element\n              has-aspect-ratio\n            \" style=\"\n                position: relative;\n                  padding-bottom:50.937496185302734%;\n  overflow: hidden;\n              \"\n              ><br \/>\n              <noscript><img decoding=\"async\" src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/cityscape.jpg\" alt=\"cityscape.jpg\" \/><\/noscript><img decoding=\"async\" class=\"thumb-image lazyload\" data-src=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/cityscape.jpg\" data-image=\"https:\/\/connect-community.org\/\/wp-content\/uploads\/2021\/10\/cityscape.jpg\" data-image-dimensions=\"960x489\" data-image-focal-point=\"0.5,0.5\" alt=\"cityscape.jpg\" data-load=\"false\" data-image-id=\"60634a17326ca12650867724\" data-type=\"image\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/>\n            <\/div><\/div>\n<p>          <\/a><br \/>\n        <\/figure>\n<\/p><\/div>\n<p class=\"\" style=\"white-space:pre-wrap;\">You\u2019re beginning to see those measurements come to the fore. An enterprise has its own SLAs and KPIs with its end-users. How is that matching to the KPIs and SLAs I have back to my IT vendors? You\u2019re beginning to see those merge and come together. You\u2019re beginning to see new matrices put in place where you can evaluate the vendor through how well you\u2019re delivering user experiences to your own end-users.&nbsp;<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">It takes a bit of time and energy to align that because it\u2019s a fairly complex measurement to put in place. But we\u2019re beginning to see that from enterprises, to seek that level of value from the vendors. And the vendors are stepping up, right? They\u2019re beginning to show these dashboards back to the enterprise that say, \u201cHey, here\u2019s the SLA, here are the KPIs, here are the performance matrices that we\u2019re collecting and that should correlate fairly well to what you\u2019re providing to your end-user customers.\u201d<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Gerry, if we properly align these values, it better fits with digital transformation because people have to perceive the underlying digital technologies as an enabler, not as a hurdle. Is HPE Pointnext Tech Care an essential part of digital transformation when we think about that change of perception?<\/p>\n<h1 style=\"white-space:pre-wrap;\"><strong><em>Incident management transforms<\/em><\/strong><\/h1>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Nolan:<\/strong>&nbsp;It totally is. One of our early Pointnext customers is a large, US retailer. They\u2019ve gone through a situation where they had a bunch of technology. Each one had its own individual support contract. And they\u2019ve moved to a more centralized and simpler approach where they have one support experience, which we actually deliver across each of their different products &#8212; and they\u2019re seeing huge benefits.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">They\u2019ve gone from firefighting and having their small IT team predominantly focused on dealing with issues and support calls regarding hardware- and update-type issues and all of a sudden, they were measuring themselves on incidents &#8212; how many incidents &#8212; and they were trying to keep that at a manageable level.<\/p>\n<blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong><em>One large, US retailer has moved to a more centralized and simpler approach where they have one support experience &#8212; and they&#8217;re seeing huge benefits.<\/em><\/strong><\/p>\n<\/blockquote>\n<p class=\"\" style=\"white-space:pre-wrap;\">Well, now, they\u2019ve totally changed. The incidents have almost disappeared &#8212; and now they\u2019re focused on innovation. How fast can they get new applications to their business? How fast can they get new projects to market in support of the business?<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">They\u2019re just one customer who has gone through this transformation where they\u2019re using all of the things we just talked about and it\u2019s delivering significant benefits to them and to their IT group. And the IT group, in turn, are now heroes to their business partners around the US.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;I want to close with some insights into how organization should prepare themselves. Rob, if you want to gain this new level of capability across your IT organization, you want the consumers of IT in your enterprise to look to IT for solutions and innovation, what should you be thinking about now? What should you put in place to take advantage of the offerings that organizations such as HPE are providing with HPE Pointnext Tech Care?<\/p>\n<h1 style=\"white-space:pre-wrap;\"><strong><em>Evaluating vendor experiences<\/em><\/strong><\/h1>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Brothers:<\/strong>&nbsp;It all starts with the deployment process. When you\u2019re looking and evaluating vendors, it\u2019s not just, \u201cHey, how is the product? Is the product going to perform and do its task?\u201d&nbsp;<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">Some 99 percent of the time, the stand-alone IT system you\u2019re procuring is going to solve the issue you\u2019re looking to solve. The key is how well is that vendor going to get that system up and running in your environment, connected to everything it needs to be connected to, and then supports it optimizes it for the long run.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">It\u2019s really more about that life cycle experience. So, as an enterprise, you need to think differently on how you want to engage with your IT vendor. You need to think about all the different performance KPIs, and match that back to your end-user customer.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">The thought process of evaluating vendors, in my opinion, is shifting. It\u2019s more about the type of experience I get with this vendor versus the product and its job. That\u2019s one of the big transitional phases I\u2019m seeing right now. Enterprises are thinking about more the experience they have with their partners, more so then if the product is doing the job.&nbsp;<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Gardner:<\/strong>&nbsp;Gerry, what do you recommend people do in order to get prepared to take advantage of such offerings as HPE Pointnext Tech Care?<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><strong>Nolan:<\/strong>&nbsp;Following on from what Rob said, customers can already decide what experience they would like. HPE Pointnext Tech Care will be the embedded support experience that comes with their HPE products. It\u2019s going to be very easy to buy because it\u2019s going to be right there embedded with the product when the product is being configured and when the quote is being put together.&nbsp;<\/p>\n<p>   <iframe class=\"embedly-embed lazyload\" data-src=\"\/\/cdn.embedly.com\/widgets\/media.html?src=https%3A%2F%2Fwww.youtube.com%2Fembed%2FlLfJiVqOTU4%3Ffeature%3Doembed&#038;display_name=YouTube&#038;url=https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3DlLfJiVqOTU4&#038;image=https%3A%2F%2Fi.ytimg.com%2Fvi%2FlLfJiVqOTU4%2Fhqdefault.jpg&#038;key=61d05c9d54e8455ea7a9677c366be814&#038;type=text%2Fhtml&#038;schema=youtube\" width=\"854\" height=\"480\" scrolling=\"no\" title=\"YouTube embed\" frameborder=\"0\" allow=\"autoplay; fullscreen\" allowfullscreen=\"true\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" data-load-mode=\"1\"><\/iframe><\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><a href=\"http:\/\/www.hpe.com\/services\/techcare\" target=\"_blank\" rel=\"noopener\"><strong>HPE Pointnext Tech Care<\/strong><\/a>&nbsp;is a very simple, easy, and fully integrated experience. They\u2019re buying a full product experience, not a product &#8212; and then choose their support experience on the side. If they want something broader than just a product experience &#8212; what I call the warm blanket around their whole enterprise environment &#8212; we have another experience called&nbsp;<a href=\"https:\/\/hpe.seismic.com\/Link\/Content\/DCqOTd9_iJJkaq1qU5t9FFJg\" target=\"_blank\" rel=\"noopener\"><strong>Datacenter Care<\/strong><\/a>&nbsp;that provides that.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">We also have other experiences. We can, for example, manage the environment for them using our management capabilities. And then, of course, we have our HPE GreenLake as-a-service on-premises experience. We\u2019ve designed each of these experiences so they can totally live together and work together. You can also move and evolve from one to the other. You can buy products that come with HPE Pointnext Tech Care and then easily move to a broader&nbsp;<a href=\"https:\/\/www.hpe.com\/us\/en\/services\/datacenter-hybrid-services.html\" target=\"_blank\" rel=\"noopener\"><strong>Datacenter Care<\/strong><\/a>&nbsp;to cover the whole environment.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\">We can take on and manage some of that environment and then we can transition workloads to the as-a-service model. We\u2019re trying to make it as easy and as fast as possible for customers to onboard through any and all of these experiences.<\/p>\n<p class=\"\" style=\"white-space:pre-wrap;\"><a href=\"http:\/\/traffic.libsyn.com\/interarbor\/BriefingsDirectHow_HPE_Pointnext_Tech_Care_Changes_the_Game_for_Delivering_Enhanced_IT_Solutions_and_Support.mp3?dest-id=20179\" target=\"_blank\" rel=\"noopener\"><strong>Listen<\/strong><\/a><strong>&nbsp;to the&nbsp;<\/strong><a href=\"http:\/\/briefingsdirect.com\/how-hpe-pointnext-tech-care-changes-the-game-for-delivering-enhanced-it-solutions-and-support\" target=\"_blank\" rel=\"noopener\"><strong>podcast<\/strong><\/a><strong>.&nbsp;Find it on&nbsp;<\/strong><a href=\"https:\/\/itunes.apple.com\/us\/podcast\/briefingsdirect-podcasts\/id85270006\" target=\"_blank\" rel=\"noopener\"><strong>iTunes<\/strong><\/a><strong>. Read a&nbsp;<\/strong><a href=\"https:\/\/www.briefingsdirecttranscriptsblogs.com\/2021\/03\/how-hpe-pointnext-tech-care-changes.html\" target=\"_blank\" rel=\"noopener\"><strong>full transcript<\/strong><\/a><strong>&nbsp;or&nbsp;<\/strong><a href=\"https:\/\/www.slideshare.net\/danalgardner\/how-hpe-pointnext-tech-care-changes-the-game-for-delivering-enhanced-it-solutions-and-support\" target=\"_blank\" rel=\"noopener\"><strong>download<\/strong><\/a><strong>&nbsp;a copy. Sponsor:&nbsp;<\/strong><a href=\"https:\/\/www.hpe.com\/us\/en\/home.html\" target=\"_blank\" rel=\"noopener\"><strong>Hewlett Packard Enterprise Pointnext Services.<\/strong><\/a><\/p>\n<h3 style=\"white-space:pre-wrap;\"><strong>YOU MAY ALSO BE INTERESTED IN:<\/strong><\/h3>\n<ul data-rte-list=\"default\">\n<li>\n<p class=\"\" style=\"white-space:pre-wrap;\"><a href=\"https:\/\/www.briefingsdirectblog.com\/2021\/02\/how-hpe-pointnext-moments-provide.html\" target=\"_blank\" rel=\"noopener\"><strong>How HPE Pointnext \u2018Moments&#8217; provide a proven critical approach to digital business transformation<\/strong><\/a><\/p>\n<\/li>\n<li>\n<p class=\"\" style=\"white-space:pre-wrap;\"><a href=\"https:\/\/www.briefingsdirectblog.com\/2020\/12\/how-to-industrialize-data-science-to.html\" target=\"_blank\" rel=\"noopener\"><strong>How to industrialize data science to attain mastery of repeatable intelligence delivery<\/strong><\/a><\/p>\n<\/li>\n<li>\n<p class=\"\" style=\"white-space:pre-wrap;\"><a href=\"https:\/\/www.briefingsdirectblog.com\/2020\/11\/the-journey-to-modern-data-management.html\" target=\"_blank\" rel=\"noopener\"><strong>The journey to modern data management is paved with an inclusive edge-to-cloud Data Fabric<\/strong><\/a><\/p>\n<\/li>\n<li>\n<p class=\"\" style=\"white-space:pre-wrap;\"><a href=\"https:\/\/www.briefingsdirectblog.com\/2020\/10\/the-it-intelligence-foundation-for.html\" target=\"_blank\" rel=\"noopener\"><strong>The IT intelligence foundation for digital business transformation rests on HPE InfoSight AIOps<\/strong><\/a><\/p>\n<\/li>\n<li>\n<p class=\"\" style=\"white-space:pre-wrap;\"><a href=\"https:\/\/www.briefingsdirectblog.com\/2020\/08\/digital-transformation-goes-beyond.html\" target=\"_blank\" rel=\"noopener\"><strong>How Digital Transformation Navigates Disruption to Chart a Better Course to the New Normal<\/strong><\/a><\/p>\n<\/li>\n<li>\n<p class=\"\" style=\"white-space:pre-wrap;\"><a 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href=\"https:\/\/www.briefingsdirectblog.com\/2020\/05\/how-hpe-pointnext-ushers-businesses-to.html\" target=\"_blank\" rel=\"noopener\"><strong>How HPE Pointnext Services ushers businesses to the new normal via an inclusive nine-step plan<\/strong><\/a><strong>\ufeff<\/strong><\/p>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p class=\"\">Learn how HPE\u2019s new generation of AI-enhanced IT expertise propels businesses to optimize their digital operations better than ever.<\/p>\n","protected":false},"author":1,"featured_media":187,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"content-type":"","footnotes":""},"categories":[16,411,76,43,21],"tags":[95,4,48,5,7,8,11,15,200,176,53,55,124],"coauthors":[],"class_list":["post-191","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai","category-blog","category-hpe","category-security","category-user-experience","tag-aiops","tag-briefingsdirect","tag-cloud","tag-cloud-computing","tag-dana-gardner","tag-digital-transformation","tag-hpe","tag-interarbor-solutions","tag-it-support","tag-pointnext","tag-security","tag-storage","tag-technology","category-16","category-411","category-76","category-43","category-21","description-off"],"_links":{"self":[{"href":"https:\/\/connect-community.org\/wp-json\/wp\/v2\/posts\/191","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/connect-community.org\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/connect-community.org\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/connect-community.org\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/connect-community.org\/wp-json\/wp\/v2\/comments?post=191"}],"version-history":[{"count":0,"href":"https:\/\/connect-community.org\/wp-json\/wp\/v2\/posts\/191\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/connect-community.org\/wp-json\/wp\/v2\/posts\/187"}],"wp:attachment":[{"href":"https:\/\/connect-community.org\/wp-json\/wp\/v2\/media?parent=191"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/connect-community.org\/wp-json\/wp\/v2\/categories?post=191"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/connect-community.org\/wp-json\/wp\/v2\/tags?post=191"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/connect-community.org\/wp-json\/wp\/v2\/coauthors?post=191"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}