HP announces AI-enabled IT support and refurbished hardware

HP is expanding its portfolio with AI-enhanced support services, device management solutions, and refurbished hardware offerings, as announced ahead of CES 2025.

Service enhancements overview: HP has introduced AI-powered support services designed to minimize IT disruptions and improve device management efficiency.

• The company now offers three tiered support packages: Essential, Premium, and Premium+ Support, each incorporating AI-driven preventive maintenance capabilities
• Essential Support adds onsite repair to basic remote services, while Premium offers 24/7 assistance and next-day repairs
• Premium+ Support provides priority access to parts and service experts for the fastest resolution times

Technology integration and automation: A new Device Registration Service will streamline IT operations by automating device enrollment in management platforms.

• The service automatically integrates new devices into systems like Microsoft Intune during manufacturing
• Device registration occurs within 48 hours of shipping, enabling pre-delivery user profile configuration
• The timing aligns with the upcoming end of Windows 10 support in October 2025, supporting fleet modernization efforts

Sustainable computing initiatives: HP is expanding its Certified Refurbished PC program to meet growing demand for environmentally conscious business solutions.

• The expanded portfolio includes several EliteBook models and the EliteDesk Mini 800 G6
• All refurbished devices include a one-year warranty with options for extended support
• Geographic availability will expand to include the UK, Spain, Sweden, and the Netherlands by April 2025

Expert perspective: HP leadership emphasizes the strategic importance of these developments for business efficiency and sustainability.

• “We’re driving a broader mix of HP Certified Refurbished devices…to provide reliable solutions that meet both performance and sustainability requirements,” notes Grant Hoffman, Senior VP of Operations and Portfolio
• Marcos Razon, Senior VP of HP Lifecycle Services, highlights how AI implementation helps prevent issues before they impact operations

Market implications: The expansion of HP’s service offerings reflects broader industry trends toward sustainability and AI-enhanced IT management, while positioning the company to capture growing demand for reliable refurbished hardware and intelligent support solutions.