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Verizon Business Listed in Leaders Quadrant in North American Help Desk Outsourcing Services Magic Quadrant


Evaluation by Leading Analyst Firm Based on Completeness of Vision and Ability to Execute

February 21, 2006, BASKING RIDGE, N.J. - Verizon Business, a premier provider of advanced global communications and information technology (IT) solutions, announced today it has been listed by leading industry analyst firm Gartner Inc. in the Leaders Quadrant of its annual report, “Magic Quadrant for North American Help Desk Outsourcing Services, 2005.”1

According to Gartner, “Leaders are vendors who are performing well today, have a clear vision of market direction, and are actively building competencies to sustain their leadership position in the market.”

“Being recognized by Gartner in the help-desk outsourcing services industry, we feel, is an honor and confirms that we are exceeding the expectations of our customers,” said Nancy Gofus, vice president of Verizon Business product management. “We believe our position in the Leaders Quadrant confirms our help-desk outsourcing expertise, customer-centric approach, and top-tier, help-desk services and tools. In 2006, we are planning to elevate our market position by delivering new, innovative solutions to the marketplace.”

In the report, Gartner selected leading providers of help-desk outsourcing services - which handle technology issues and queries from employees at client companies - based on the providers’ ability to execute and completeness of vision. Criteria for quadrant designation included: strategic planning, pricing acceptance, relationship management, operational tools and expertise, effective resourcing and client references.

Gartner evaluated the help-desk services of Verizon Information Technologies LLC, which is now part of Verizon Business and provides the same function. Verizon Business today handles more than 2 million help-desk calls annually and supports hundreds of thousands of users. As the basis for its delivery of its IT Service Desk offerings, Verizon Business complies with the International Organization for Standardization’s ISO 9000 guidelines and employs best practices defined by Information Technology Infrastructure Library (ITIL).

About the Magic Quadrant
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.

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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