DTP Group x HP WXP

Using data-driven insight and automation, we transformed how our own IT and service operations run by improving engineering productivity, reducing incidents and moving from reactive support to proactive device management with HP Workforce Experience Platform (WXP).

We put our money where our mouth is.

For more than 38 years, DTP Group has delivered technology services to organisations across the UK. But as our own operations evolved, we recognised the need to modernise how we managed devices and IT support internally.

Like many organisations, we were operating in a largely reactive model; resolving issues as they occurred and relying on traditional break-fix support processes. While effective, this approach limited efficiency and made it difficult to scale our engineering operations.

To address this, we adopted HP Workforce Experience Platform (WXP) as the foundation for a more intelligent, data-driven approach to device management.

Using WXP has significantly improved the way tickets have been logged and processed within the Helpdesk. By automating multiple faults such as hard drive failures and battery failures it has allowed us to focus on putting a fix in place sooner rather than having to capture all the required information to manually log the ticket. WXP has also provided the Helpdesk with an in-depth view on how devices are used which allows us to pinpoint potential causes of issues without having the device in hand.
Daniel Stephenson, IT Service Desk Team Lead at DTP

MOVING FROM REACTIVE SUPPORT TO PROACTIVE OPERATIONS

HP’s Workforce Experience Platform has given us real-time visibility into the health and performance of devices across our environment. Instead of responding to incidents only after they impacted users, we’re now able to detect issues earlier and take action before problems occur. This shift fundamentally changes how our service operations work. Engineers now spend far less time firefighting and far more time proactively improving device performance and reliability. By focusing on operational outcomes rather than individual incidents, we’ve been able to run a far more efficient service environment internally.
USING DATA TO RUN A MORE EFFICIENT SERVICE OPERATION

HP WXP provides a single, unified view of device performance through advanced diagnostics, analytics and automation. This insight allows us to identify trends, automate remediation tasks and resolve issues before they escalate. We’re constantly analysing the data to understand where improvements can be made, from software optimisation to hardware performance. That visibility allows us to take action much earlier and avoid many issues altogether. By having deeper visibility into our device estate, our engineering teams can prioritise work more effectively and operate far more efficiently.

IMPROVING ENGINEERING PRODUCTIVITY

One of the most immediate benefits of the HP Workforce Experience Platform has been the impact on engineering productivity.

Automated remediation and proactive monitoring have significantly reduced the volume of support incidents we need to deal with day to day.

At the same time, our engineers are now able to resolve four to five times more incidents per day compared to the traditional break-fix model. This increase in productivity has allowed us to scale our operations without increasing engineering headcount.

“We’re constantly analysing the data to understand where improvements can be made — from software optimisation to hardware performance. That visibility allows us to take action much earlier and avoid many issues altogether.”
Andrew Fawcett, Head of End User Compute at DTP Group
“With HP Workforce Experience Platform we can resolve four to five times more incidents per day. We’re far more productive, which means we can support more environments with the same engineering team.”
Howard Hall, Managing Director at DTP Group

FIXING PROBLEMS BEFORE THEY HAPPEN

Another major advantage of HP WXP is predictive insight. Using device telemetry and AI-driven analytics, Workforce Experience Platform can forecast potential issues up to 90 days in advance.

This allows our engineers to move from reactive support to preventative maintenance, reducing disruption, improves reliability and significantly lowers operational costs.
SUPPORTING SUSTAINABLE OPERATIONS

Workforce Experience Platform also provides insight into how devices consume energy across our environment. By analysing power usage and device utilisation, we can identify opportunities to optimise device lifecycles and reduce unnecessary energy consumption.

These insights help us improve the environmental performance of our operations while maintaining high levels of device performance and reliability.
A MODERN OPERATING MODEL

Adopting HP WXP has fundamentally changed how we manage devices and service operations internally. By combining predictive analytics, automation and real-time insight, we’ve moved away from reactive IT support and towards a more modern, proactive operating model.

It’s a transformation that has strengthened our own operations, and continues to shape how we think about delivering modern IT services.