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One of my favorite parts about my role as the Managing Director of the Services and Delivery research practices at TSIA is the engagement with senior leaders of our membership community. Over the past few months I have conducted dozens of “State of the Industry” and “Impact of COVID-19” sessions to inform them of the rapidly changing landscape of technology and services landscape. As a technology enthusiast, one of the biggest trends we’re seeing is the rapid employment of digitization of services. This led me to write a recent paper called, “The Rise in AIOps”.

For years we had this saying at TSIA: “Software is eating hardware and services is eating both”. What that really means is that technology has been evolving so fast that customers are struggling to keep up with it. We call this “the complexity avalanche”. Due to the nature of software centricity and network dependency, today’s technology worlds are living, breathing organisms in constant need of optimization. These solutions were most often optimized by the IT organization. As complexity continued to increase, more and more customers looked to outsource many of the day-to-day operations to managed service providers.

The managed services of yesteryear were labor intensive, throwing bodies at issues. There are two major issues with this approach: 1) people are expensive and 2) people are prone to errors. Suffice it to say, “necessity is the mother of invention”. 

As a result, the new saying around these parts is, “Software is eating hardware and services is eating both; and software is now eating services!” As a matter of fact, 23% of managed service providers have already made major investments in the digital transformation of their delivery operations with another 55% evaluating and planning on investing in these capabilities. This includes major investments in data analytics, orchestration, robotic process automation, artificial intelligence, and automated remediation.


This leads me to the winner of this year’s submission for the Managed Services STAR Award: Hewlett Packard Enterprise. 

Innovation in Managed Services Strategic Adaptation: Hewlett Packard Enterprise

Who says an 81 year old company can’t innovate?! Hewlett Packard Enterprise (HPE) submitted an impressive story on the digitization of their delivery operations in support of the HP Greenlake portfolio. For those of you living under a rock, you may not have heard of HPE’s disruptive approach to enterprise IT solutions. 

We all know that Software-as-a-Service, Infrastructure-as-a-Service, and Platform-as-a-Service solutions have enjoyed healthy growth at the expense of traditional enterprise hardware and software solutions. This has been especially hard for hardware providers.

If you follow HPE’s quarterly earnings announcements like I do, you will know that the revenue growth for Greenlake has been impressive. What I personally think is the best-kept secret of Greenlake is their Greenlake Management Services portfolio. HPE’s STAR Award submission illustrates their forward-thinking, aggressive play to be a world-class leader in delivery operations innovation. 

What did HP Enterprise do to win this year’s award? HPE created the “Platform 2.0” that uses AI-driven insights across their customer’s operations with a holistic view from “the edge to the cloud”. The Platform 2.0 aggregates data-driven insights from hardware to software and network to datacenter. Leveraging an analytics approach, HP is able to automatically solve problems, drive efficiency, advise customers on opportunities to improve, and more. 

In one specific example, HPE was able to automatically analyze 94,000 events in a day and correlate 367 events that required intervention. Out of those correlated events, 171 were resolved using robotic process automation.

Not only is HPE Greenlake Management Services able to use automation to drive operations efficiencies post-implementation, they are also using the Platform 2.0 to perform automated provisioning of network, hardware, software, virtual machines, and more. This approach dramatically improves confidence in configuration and capacity design, it also substantially improves the amount of time it takes for a customer to go live.

The results customers are seeing is impressive:


The impact on the business for HP Enterprise is outstanding, doubling their business in just 2 years!

In summary, the future of managed services is happening right now, and the proof is showing up in organizations like HP Enterprise Greenlake Management Services. The rise in AIOps is happening. Is your company investing in these emerging capabilities? Is your leadership aware of the opportunity presented by the digital transformation of managed services?

Congratulations HP Enterprise!

Read the STAR Awards Applications of Winners in Other Services Categories

Winning a STAR Award shows a company’s exceptional dedication to being the best in the technology and services industry. Congratulations to the following winning companies:

Innovation in Customer Success: Informatica

Innovation in Education Services: Google Cloud LLC

Innovation in Support Services Automation: Sprinklr

Innovation in Enabling Customer Outcomes-Professional Services: Dell Technologies

Best Practices in Field Service: Dell Technologies

Innovation in Support Employee Experience & Loyalty: Coveo (SMB) and Salesforce (Enterprise)

See All 2020 STAR Awards Winners and Finalists

Check out all of this year’s winners and finalists in all categories.

Take a Look!

George Humphrey

About Author George Humphrey

George Humphrey is the vice president and managing director of service and delivery research and advisory for TSIA. Given his extensive background, George also directly supports the managed services research practice. He is a networking and communications industry veteran with over 25+ years of experience. Throughout his career, he has held several leadership positions in managed services, including global strategy, product line management, marketing, operations, and client management.

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