Support is More Effective When Integrated with DMSO


Paul Mercina December 23, 2020

The ParkView product suite ups the support game for the global leader in third party maintenance

Nothing’s changed—except maybe everything. Park Place Technologies remains the global leader in hardware support, but we’ve been doing a lot of extra work behind the scenes, too.

We kept hearing from clients that they didn’t only need a high-performance support solution that was more affordable than OEM options. They also needed to simplify the administration of their increasing complex technology environments. Manual processes couldn’t keep up anymore, so customers wanted more automation. And the constant alerts that were compromising their ability to respond effectively to the real crises that inevitably occur—they needed effective means to manage them as well.

That’s why Park Place introduced the DMSO category, which stands for Discover, Monitor, Support, Optimize. We had a vision for an integrated suite of products and services designed to maximize Uptime, create cost-efficiencies, enable greater infrastructure control and visibility, and enhance asset performance. We charted a course and have been steadily releasing elements of this solution ever since.

But what does that mean for our original offering, premium-quality IT hardware support? DMSO only makes it better.

It’s All About the Interconnections

Park Place is proud of what we built in the third party maintenance category. We support well over 1 million assets in more than 110,000 data centers and other locations worldwide. We have a global spare parts network with over 2,400 strategically sited depots. And our “follow the sun” service center connects clients with expert technicians in the local language almost anywhere.

DMSO builds on these advantages. Like how ParkView Discovery, our hardware assets discovery service, identifies the assets across environments, including physical, virtual, and cloud resources. It logs all the details, such as serial number, lifecycle information, and warranty and support status so you don’t have to.

This tool helps ensure that organizations are supporting all the equipment they need to support, at their preferred SLAs. ParkView Discovery minimizes the chance of overlooking a critical asset and finding yourself without the maintenance help and spare parts required when something goes wrong.

Or like how ParkView Hardware Monitoring proactively identifies faults—or even a problem-in-the-making—and then automatically triages the issue and sends a trouble ticket to our team. The client’s IT personnel don’t need to take time out of their busy schedules to find the malfunctioning hardware, collect its identifying details, call support, coordinate on initial troubleshooting, or follow up to make sure field engineers are on the way to get things back to normal.

These are just two examples of how Park Place support combines with ParkView features to create something better than a point solution approach..

Onward Toward Optimization

IT organizations want to set aside the day-to-day frustrations of discovery, monitoring, and support so they can move on to the pressing mission of optimizing their digital infrastructure to deliver greater performance and Uptime at a lower cost. That’s when the real fun begins.

Many businesses never get to the optimization step, however, because they’re stuck with manual processes, throwing hours at server monitoring, alert management, network maintenance, and so on. Organizations that are able to strategically optimize in 2021 will gain a competitive advantage in an economic environment likely to change rapidly and spark new customer demands and expectations.

If you want to be on the winning side, it’s time to reconsider your infrastructure management. You can start with handing off hardware support and incorporate automated discovery and powerful monitoring services. Park Place will be announcing some new Optimization products soon, so if you begin the transition right away, you’ll be prepared to make the final leap toward your best possible infrastructure in the coming year.

Stay tuned.

About the Author

Paul Mercina, Director, Product Management Marketing
Paul Mercina brings over 20 years of experience in IT center project management to Park Place Technologies, where he oversees the product roadmap, growing the services portfolio, end-to-end development and release of new services to the market. His work is informed by 10+ years at Diebold Nixdorf, where he worked closely with software development teams to introduce new service design, supporting implementation of direct operations in a number of countries across the Americas, Asia and Europe.