Case Study: Virgin Media achieves improved service availability and faster reactive fixes with Hewlett Packard Enterprise (HPE) Datacenter Care

Support Clarity Creates Service Availability Lift for Virgin Media

Virgin Media, a UK “quad‑play” provider of broadband, TV, mobile and fixed telephone services, faced slow service delivery and fragmented support after operating with a mixed vendor environment that drove up cost and created accountability gaps. To become more agile and offer services in days or hours rather than weeks, Virgin Media ran an RFP and selected Hewlett Packard Enterprise and its HPE Datacenter Care solution to consolidate support and improve clarity.

Hewlett Packard Enterprise delivered a customized HPE Datacenter Care multivendor support package (including HPE Multivendor Support and the HPE Customer Asset Programme) with onsite and mobile engineers, 4‑ and 8‑hour Call to Repair SLAs, firmware/patch management and proactive asset discovery. The single point of contact reduced vendor finger‑pointing and costs, produced faster reactive fixes and proactive swap‑outs, improved SLAs and overall system availability, and provided strategic IT guidance for future services.

Virgin Media

Colin Miles

IT director Technical Services