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HP Helps Boost Employee Productivity and Reduce Cost with HP Service Desk Solutions


HP today announced HP Service Desk, an outsourced, single point of contact end-user help desk that easily scales from fully standard, shared delivery solutions to custom solutions for medium to large-size enterprises.

The new HP Service Desk has been thoroughly re-engineered and repackaged to take advantage of new, lower costs, HP global sourcing capabilities, best practices from HP Software and client management toolsets. The flexible, standard service packaging means HP can rapidly create low-cost, low-risk, tailored solutions for customers.

The offerings include:

* a bounded Foundation Service composed of the basic features required to run a consistent, cost-efficient help desk;
* a suite of Standard Options to enhance or modify the solution to meet specific needs; and
* a Custom Service Desk that can be created from the best practices used in the Foundation Service or a company’s own capabilities, depending on business needs.

HP’s Foundation Service is easily tailored to specific customer requirements and has clearly defined integration points into the enterprise’s communities, workflows and support models. A usage-based billing capability provides unlimited opportunities for clients to reduce costs by lowering end-user support on desk side and phone support with the implementation of HP’s Management of Change program.

HP’s Management of Change methodologies empower organizations to predict and overcome a range of issues associated with end-user adoption and acceptance of new technologies and e-support models.

For example, analyst firm IDC, in a report(1) titled, “Optimizing the Help Desk with eSupport: An Industry Perspective, Client Case Study and HP Profile,” stated that “HP’s implementation of HP Service Desk is unique because it goes beyond the technology. The solution also includes the implementation of a revolutionary and proven Management of Change program to address organizational culture and achieve the behavioral shift that is critical to the successful adoption of eSupport by end users. HP’s focus on management of change, with programs specifically designed to accelerate the end-user shift to self-service, is unique in the IT services industry today. “

The new HP Service Desk offerings provide a holistic view of the IT environment and integrate end-user support into the total IT infrastructure. By using the data derived through the service desk, organizations can make better, more informed business decisions.

“Many businesses struggle with the cost and complexity of providing consistent help desk services to users,” said Jerry Coffey, director, Technology Management Solutions, HP Services. “With HP Service Desk, customers can provide proactive support to end users, solving user issues before they become problems. Valuable support resources can be freed up to focus on projects that support the business while relying on HP’s vast experience in help desks.”

HP Service Desk leverages HP Software to streamline IT service processes and manage the IT service lifecycle through comprehensive service-level management capabilities. Built on information technology infrastructure library (ITIL) principles and leveraging industry best practices, HP Software helps provide effective controls for critical service support and service delivery processes.

HP Service Desk is at the heart of the end-user computing space and the nerve center of HP’s enterprise End-User Workplace Solutions, which focus on all aspects of an end-user environment and are designed to help keep people working productively – regardless of physical location. HP End-User Workplace Solutions also include desktop, mobility and wireless, imaging and printing, and messaging and collaboration solutions.

More information about the solutions is available at


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