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Verizon Business Expands IT Support for Large-Business and Government Customers


New Offering Provides Round-the-Clock Management and Maintenance of Customers’ Desktop Computers and Related Equipment

October 9, 2006 - BASKING RIDGE, N.J. – Verizon Business announced today the expansion of its information technology support services to provide large-business and government customers with comprehensive round-the-clock management and maintenance of desktop computers, printers, mobile devices and other equipment.

The offering, Managed Desktop Service, is provided via the Verizon Business IT Service Desk, which is staffed by skilled consultants who can provide help by phone, in English and Spanish. In addition, more than 4,000 field technicians, dispatched from locations throughout the United States, are available to provide in-person assistance when necessary. This support enables companies to refocus their technology resources and expertise on core business activities and improve workforce productivity.

“We already provide managed services for our customers’ networks and computer operating systems,” said Jim DeMerlis, vice president, managed services marketing, Verizon Business. “This expansion enables us to now deliver support for everything from the server, to the network, all the way down to the desktop.

“By working with Verizon Business, a recognized industry leader in the delivery of managed services, enterprises no longer have to leave desktop maintenance, management and, most importantly, security to chance,” DeMerlis added.

According to industry experts, the growing complexity of technology tools used by today’s on-the-go employees, who often work off-site, has significantly increased the information technology workloads within businesses. Companies that cannot manage this increased workload in-house, leave themselves more vulnerable to system malfunctions and security breaches.

Among the specific services the new offering provides are problem management for hardware repair; desk-side problem diagnosis for operating systems and software applications; and assistance with installations, moves, additions and changes. The offering also includes additional managed services capabilities that can be packaged to include hardware imaging and deployment, asset management, asset recovery and software deployment.

Security features include patch management and upgrades, operating systems upgrades, antivirus updates and anti-spyware.

Customers can also tailor the IT Service Desk using features such as customized greetings, customized reporting, voice portal options, enhanced service levels and remote-control access.

Managed Desktop Service is designed to couple seamlessly with other Verizon Business Managed Services offerings, including Security, Data Center Outsourcing and Hosted Messaging. Verizon Business provides flexible pricing models for both its help desk and desk-side services – including per-seat, per-device and per-usage billing options – to help businesses improve employee productivity and control costs.

Verizon has been listed by Gartner Inc. in the Leaders Quadrant of its annual report, “Magic Quadrant for North American Help Desk Outsourcing Services, 2005.”1

1 Gartner Research: Magic Quadrant for North American Help Desk Outsourcing Services, 2005” by Richard T. Matlus and William Maurer, January 30, 2006.

*The Magic Quadrant is copyrighted January 30, 2006, by Gartner, Inc., and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the Leaders Quadrant. The Magic Quadrant is intended solely as a research tool and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Verizon Business

Verizon Business, a unit of Verizon Communications (NYSE: VZ), is a leading provider of advanced communications and information technology (IT) solutions to large business and government customers worldwide. Combining unsurpassed global network reach with advanced technology and professional service capabilities, Verizon Business delivers innovative and seamless business solutions to customers around the world. For more information, visit


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