HP: Linux Pain Points Need to Be Addressed

By Peter Galli  |  Posted 2006-07-17 Email Print this article Print

HP points to a Forrester Research study in 2005 that showed lack of support, immaturity of products and the lack of applications at the top of the list of problems.

CUPERTINO, Calif.—While Linux is almost in the mainstream, there are a number of pain-points for existing and potential customers that need to be addressed, says Christine Martino, the vice president for HP's open source and Linux organization.

Addressing the media at an event at its campus here July 17, Martino pointed to a Forrester Research study in 2005 that showed lack of support, immaturity of products and the lack of applications at the top of the list.

HP used this type of data to look at what it needed to do to address this customer pain and make the experience better for the user, which it did by offering them choice, integration, service and support.

When HP surveyed a group of its Linux customers, it found that about half of them bought support from the company, while the other half went elsewhere, she said.

Click here to read more about how some skeptical IT executives have poked at the tender underbelly of open source.

HP, with 6,500 dedicated Linux support staff globally, wanted to reduce the number of its customers buying support elsewhere, so it looked at how its support calls were resolved.

Data for Linux support calls made to HP in 2005 showed that 75 percent, or 36,000 calls, were resolved during the first call (level 1).

Some 23 percent or 11,100 calls were resolved at level 2, with 1.5 percent or 720 calls resolved between level 2.5 and level 3.

"Just 180 calls, less than 0.5 percent, were escalated to our ISVs," Martino said.

HP has also held Linux market share leadership on the server front for the past seven years and "we do not expect to lose that title anytime soon," she said, adding that the company has reported some $19 million in revenue from Linux support services in fiscal year 2005, a 37 percent jump.

Read the full story on eWEEK.com: HP: Linux Pain Points Need to Be Addressed

Peter Galli has been a financial/technology reporter for 12 years at leading publications in South Africa, the UK and the US. He has been Investment Editor of South Africa's Business Day Newspaper, the sister publication of the Financial Times of London.

He was also Group Financial Communications Manager for First National Bank, the second largest banking group in South Africa before moving on to become Executive News Editor of Business Report, the largest daily financial newspaper in South Africa, owned by the global Independent Newspapers group.

He was responsible for a national reporting team of 20 based in four bureaus. He also edited and contributed to its weekly technology page, and launched a financial and technology radio service supplying daily news bulletins to the national broadcaster, the South African Broadcasting Corporation, which were then distributed to some 50 radio stations across the country.

He was then transferred to San Francisco as Business Report's U.S. Correspondent to cover Silicon Valley, trade and finance between the US, Europe and emerging markets like South Africa. After serving that role for more than two years, he joined eWeek as a Senior Editor, covering software platforms in August 2000.

He has comprehensively covered Microsoft and its Windows and .Net platforms, as well as the many legal challenges it has faced. He has also focused on Sun Microsystems and its Solaris operating environment, Java and Unix offerings. He covers developments in the open source community, particularly around the Linux kernel and the effects it will have on the enterprise.

He has written extensively about new products for the Linux and Unix platforms, the development of open standards and critically looked at the potential Linux has to offer an alternative operating system and platform to Windows, .Net and Unix-based solutions like Solaris.

His interviews with senior industry executives include Microsoft CEO Steve Ballmer, Linus Torvalds, the original developer of the Linux operating system, Sun CEO Scot McNealy, and Bill Zeitler, a senior vice president at IBM.

For numerous examples of his writing you can search under his name at the eWEEK Website at www.eweek.com.


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