HP support desk reduces mean time to repair by 90% with Operations Analytics

Provided by: Hewlett-Packard (HP)
Topic: Tech Industry
Format: HTML
With over 150,000 cases to solve a year, HP's Support desk needed a better way to troubleshoot and find answers for their customers. Engineers at HP's Current Product Engineering handle level 3 case escalations, and they decided to embark on a pilot to determine how HP Operations Analytics can help them. Join us in this webinar to see how HP CPE Support was able to use Operations Analytics' machine learning log analytics to reduce MTTR by over 90%.


Noam Zilberman
Strategist, Head of Engineering Excellence

Noam joined HP in 2007, in a role running development and engineering teams. In his current role, Head of Engineering Excellence, he drives the implementation of new tools and technologies for a group of approximately 3000 engineers. The ultimate goal is to drive R&D productivity and improve customer experience.

Noam has a B.Sc. in Industrial Engineering Cum Laude, B.Sc. in Software Engineering and M.Sc. in Information Systems, all from the Technion, Israel High Institute of Technology.

Holger Rode
R&D Manager

Holger joined HP in 2003 as a developer building a web based test management system for HP Software. Following the acquisition of Mercury Interactive in 2006 Holger's team drove the adoption of HP Software to Quality Center, expanding their focus to all disciplines of application lifecycle management and he became technical lead. In 2013 he took on his current position as R&D manager of the Engineering Excellence Development team providing a quality management and agile development solution for HP Software R&D worldwide.

Holger holds a diploma in media computer science from University of Applied Sciences Osnabruck

Sancha Norris
Sr. Product Marketing Manager, Operations Analytics

Sancha leads the product marketing responsibilities for Operations Analytics at HP, the first HP analytics solution built on the Haven big data platform. She brings over 15 years of experience in data analytics, from CRM, web logs, to fraud and IT operations.

Sancha has her MBA in Marketing, Finance from Kellogg Graduate School of Management at Northwestern University, and a BSE in Chemical Engineering from University of Pennsylvania.

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