 about the segmentation of private cloud, hybrid cloud, and then obviously the other cases like Facebook and standalone. What's the level of support do they need? Second question is what level of support do the customers need in this private cloud conversation and then the hybrid cloud? Do they differ? So first is, you know. Well, no, I mean, I think in the cloud space, support will be very different when people are accustomed to. It's all about keeping up running applications, keeping up running businesses because with the virtualization and the move of critical business process to the cloud, it's not about keeping infrastructure up and running. It's about keeping the cloud up and running. So it really brings an interset of challenges from the mentality standpoint. What means uptime in the cloud space? It's very different than keeping a server up and running. So that's why HP is a very well positioned in this market because we have the expertise around the converging infrastructure. We have the expertise around the cloud and now with the new service offering, we're going to target the cloud with predictive analytics and make sure we have the capabilities we need to support customers for business outcome, not just to keep technology running. So that's one aspect of the cloud. And by the way, the other thing we do is, in the technology services space, we have a huge practice around cloud consulting. So what we help our customers is transform their environment to be cloud ready, where there's a hybrid model to the private cloud or potentially to the public cloud. So we also help design those environments with support in mind and what that means. What's changing in terms of how customers contact you? You mentioned in your keynote, it changes the IVR experience. I mean, are you using it? Obviously, using things like chat and maybe even email, smoke signals. What's changing there? Well, I mean, it's changing a lot. Enterprise customers don't really like to place calls. Most of the times, they're going to do their own diagnostics. That's why now this innovation with Rather Gen 8, it allows us to extend those diagnostics to the customer. So when they open a ticket, which is by the way through the HP Insight Online and through our HP Support Portal, all that automation takes place, which means customers are getting used to open a ticket through an email, whether it's a portal or a notification on an email, instead of placing a call. And social media is going to play a key role, too, going forward, right? Because the mobility aspects of this are already playing a huge role. So customers are more and more into driving the service automation, not just picking the phone and calling them out. Is chat a big part of how you guys? Chat definitely in the consumer space is a big aspect. But we use chat in enterprise space in a unique way, in a personalized way, because ultimately we have personalized customer support portals for enterprises, and they have the ability to chat with our experts. They do. Okay, so I know when I'm chatting when I'm chatting with my consumer provider, I know he or she is servicing three or four others. You do this one. This one is servicing, and again, through the HP Practice Services is the single point of contact. This is a serious question, right? So you're saying that when I'm chatting with you, that the person on the other end of the chat is only chatting with these, or she's not multitasking. Exactly, exactly. Because our goal is not to do multitasking, but to solve customer problems as fast as possible. And today I have a question for you around the services landscape. Again, I want to kind of go back to the market because there's a lot of definitions that are changing. And what's your agenda for the next year or next two years around services? From your internal perspective, and then what do you see happening in the marketplace that's critical because there's the old school, big SAP deployments, we have a lot of gear and some applications on top, and you guys talk about dynamic workloads in here that Jenny talks about, and then you have internally to service that. What's happening in the marketplace? Right. And what's the top three things or four things that's happening that are really game changing? Well, first of all, my passion is around designing and delivering leading experiences. So when you ask me what is my first priority is all around that, really designing and deploying leading customer experiences. And so that's point number one. When you look at the market today, right, the complexity that this environment infrastructure space in a convergent infrastructure of the cloud is bringing in is really understanding the customer needs. And again, it's all around availability of business outcomes and processes so that we can not only meet but exceed those customer expectations. And so a lot of innovation around agility and predictive analytics, it's going to be a key important aspect of what we do going forward because ultimately it's all about preventing issues before we have it. How about the channel? As a channel, you guys have a big story here. We've heard some storage guys have a great announcement with the... Well, we have two today. Two major announcements, right? So one is the storage component, the other one is the package, consulting package services. So we are extending to our channel partners some of the great capabilities we have in the consulting space and package it in a way so they can sell it on that behalf. So that means channel partners now can leverage our consulting teams to help drive the transformation for the clients. And that's enabling what? A new breed of solution providers? Correct. Well, it's basically enabling customers, channel partners to help drive the transformation with their customers in the IT space. So for example, data transformation services, storage, consultative services, networking consultative services. Not all channels of partners have all the capabilities. So we make those available for the partners who want to have HP help them drive the transformation and is deploying a way that's easy to sell, easy to own, and easy to use. And it's a service from HP. So you don't need to have... Exactly. You guys can pass through your services too through your reseller or your indirect channel and the customer has a great experience. Exactly. And the other thing is that as a part of the service one, right? We have what we call the HP branded partners also which means channel partners can still sell HP services and they can deliver on our behalf. So it's a true complementary win for our channel. With their own brand. With their own brand, exactly. I have a question about your organization. Last summer, HP made a change and took some of the support services and aligned them with the products. Correct. Why was that change made? And what has been the impact? Well, what we did last year, right, under the leadership of Dana Nutelli is bring together the enterprise servers and storage networking group with technology services. And is again at the core of our strategy which is all around the converging infrastructure and the cloud as we move forward. So what that allowed us is simply provide the entire solution to our customers but most important aligned to organization to collaborate better together. And I think the introduction of what you see today at Gen 8 is an example of that. Well, we jointly innovate living experiences and we also help our partners in the business units in the hardware business units really drive productivity and serviceability to the next level because now we have a much tighter closed loop feedback process which means, you know, we can provide real time information and tools like HP inside the line provides that information in a very accurate way. So that's interesting because you were on stage with Mark Potter and he talked about thank you for partnering with me. So it's more than just optics. No, this is real to collaboration and we hold our people accountable and that's how we measure our people. So the example of the collaboration that Mark was talking about during the inception and design of the Gen 8 we actually brought in technicians from all over the world in the technology services and basically they were part of the design feedback process. So for example, the smart socket and some of the other design like smart drive were all ideas that came from the field real time examples of what people go through and internal challenges and the engineers were built from the ground up. Built from the ground up and that's the message of the Gen 8 architecture built from the ground up for the next generation. For deployment, for all the performance benefits but it's really the serviceability piece isn't just setting out a service tech to repair hardware anymore. It's a complex equation of indirect channel provider all the business models behind it. So like Gen 8 and Integrated Solution you've done that on the business model side. Exactly, and that's why we also couple with our innovation on the services side because ultimately we build the analytics by leveraging the technology and the products and providing specific actions to specific status that the machine may tell us. Okay, my final question then we can talk about travel in the world and the three languages you have is really twofold. Everyone always wants to know what's in it for me, right? The customers, so what's in it for me? I'm the customer, what's in it for me? Services, what's in it for me? Dealer, dealer, indirect channel, what's in it for me? So two points. So I mean for the customer, true benefits are support time savings up to 90% which means they eliminate a lot of the manual processes. No need to have spreadsheet tracking assets, tracking warranty administration contracts, where they are. So I just call HP app, hand over my problems, you solve that. Because it's all aggregated in this cloud-based IT solution. The other thing is that you can access service event and you can understand what are the root causes of your infrastructure. And then from the time to resolution, we are able to increase the time to resolution by 66%. And then last but not least, if they are using their own technicians because of the telemetry built in the product, they can improve the first time fix which ultimately turns into uptime and availability. From the channel partner perspective, because this is extended to the channel partners, in fact in HP Insight Online, there is a dedicated section to our channel partners, we call it MyCustomer, it's a specific tab. What that means is that a service one authorized partner, they can go there and see the customer environment and also do the analytics because we provide extensive reporting which means business development people in the service- So they have a dashboard. A dashboard, exactly. That the customer doesn't see? They see. The customer doesn't see because there's an aggregated personalized view but the customer has to opt in. But then with all those analytics, the channel partners can look for value capture opportunities and upsell opportunities to meet and exceed the customer expectations. So those analytics are, they must be exploding in terms of the amount of data that you're capturing. Well, like I said, we're capturing in 1,500 very unique parameters in the active health care, active health system. And they are provided in a way that they are reported for taking actions real time. Yeah, okay. And now you're going to collect more data, you're going to have time series and set improvements. Exactly. And then what you want to focus is where it is maintaining the infrastructure up to date. So that's why channel partners and HP experts will have the ability to see what the latest firm words and bios are and therefore they can maintain that infrastructure up to date almost real time. And by the way, some of those updates are not disruptive, which means you don't need to bring the environment up. Okay, final question before we break because we're getting the break sign. Next five years, five years from now, what's going to be different about the services world? Is it going to be fully integrated? Absolutely. It is going to be fully integrated at the core. It's going to be more services oriented has been so far. In fact, customers are going to look more at services than just product and technology. So we don't have that. So we call that service as a service? Yeah, no. SaaS? Yeah. You know, it's all about agility at the end of the day, right? So it is all part of the experience they're looking for. I mean, and the fact, you know, many customers are going to move at different pace as we go there. But services, predictive analytics, agility are going to be at the core in the next five to 10 years. Antenna O'Neary, Senior Vice President of General Motors Technology Services. Thanks for coming inside the Cube, sharing with us your perspective about services. Obviously that's a topic that's not on the top of mind of all the big out there in the press, but it's a real big market. It's a money maker. And that's where the meat and potatoes gets done in terms of the business side of it. And it's really, really important being integrated congratulations on your announcement. Thank you very much. Thank you for having me here today. Thank you very much.