HPE updates Complete Care with AI tools for hybrid IT

HPE has updated its HPE Complete Care Service with a unified support model and AI-based tools, targeting customers running hybrid and distributed IT environments.

The revised service combines account support, technical advisory services and access to HPE software platforms in a single framework. Each customer will have a dedicated service delivery team, including a Service Experience Manager and a Technical Advisor.

The changes reflect growing pressure on IT departments to manage AI projects alongside existing infrastructure. Many companies are still trying to connect older systems with newer data, cloud and automation tools while dealing with fragmented support across hardware, software and operations.

To illustrate that strain, HPE pointed to findings from its One Year On - Architecting an AI Advantage report. It found that 72% of respondents said they needed a more holistic AI approach, 42% were still relying on existing infrastructure, and 47% questioned their ability to scale AI projects effectively.

Service model

Under the revised structure, the Service Experience Manager serves as the main customer contact, handling communication, escalations and service coordination. The Technical Advisor focuses on the customer's core technology environment, monitoring systems, providing technical guidance and recommending operational changes.

The aim is to reduce duplicated processes by giving customers a single account team and one set of service deliverables. This is intended to replace a more fragmented support model, in which organisations may have dealt with multiple teams across different issues and platforms.

HPE is also placing greater emphasis on helping customers get more from existing IT assets, including infrastructure already in place as businesses plan AI deployments or broader system changes.

As many corporate IT estates combine on-premises systems, public cloud services and edge deployments, suppliers have increasingly positioned support services as a way to manage complexity rather than simply resolve faults. HPE's update places its Complete Care offering more firmly in that category.

AI tools

The service now includes broader access to several HPE software platforms and support tools, including HPE OpsRamp Software, HPE Support Centre, HPE Compute Ops Management and the Data Services Cloud Console.

OpsRamp is used for observability and automation across hybrid environments, including multi-vendor, multi-cloud and edge settings. HPE Support Centre provides case management, dashboards, product information, and software and firmware downloads.

Compute Ops Management is a cloud-based system for server lifecycle management across distributed environments. Data Services Cloud Console provides a common interface for storage services and operations, including HPE Alletra Storage MP and HPE's as-a-service storage offerings.

These tools are designed to improve data preparedness and provide predictive operational insight. HPE linked that focus to broader weaknesses in enterprise data management, noting that fewer than half of respondents in its report had mature data practices, real-time data transfers, advanced analytics, shared data models or centralised business intelligence.

Regional view

The announcement focused on Singapore and Southeast Asia, where businesses are increasing investment in AI projects but often face constraints linked to legacy systems and uneven data management. Technology suppliers in the region have increasingly argued that support and advisory services can play a larger role in helping customers navigate these transitions.

This creates an opening for infrastructure vendors to tie after-sales support more closely to software management, data operations and long-term planning. Rather than treating support as a separate function, providers are trying to make it part of broader technology decision-making.

For HPE, the revised service also broadens the role of technical support staff. Under the model, advisers are responsible not only for issue resolution and system oversight, but also for alignment with business priorities and planning around AI-related workloads.

"AI is transforming how organizations build and operate digital infrastructure, but it is also introducing new layers of complexity across data, systems, and applications," said Khai Peng Loh, Vice President and Managing Director, Singapore and Southeast Asia, HPE. "With HPE Complete Care Service, we are bringing together proactive support, expert advisory, and AI-powered operational insights to help enterprises simplify their IT environments, accelerate AI adoption, and unlock greater value from their technology investments," said Peng Loh.