Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Business Intelligence Sales & Marketing More Topics...
APC Free White Paper
Optimize your network investment &
Enter to win a Samsung Galaxy Note

www.apc.com
Customer Service
Tame your scariest paperwork. Find Out How
Average Rating:
Rate this article:  
HP Rolls Out Cloud-Based Service Desk Solution
HP Rolls Out Cloud-Based Service Desk Solution

By Jennifer LeClaire
October 25, 2012 9:49AM

Bookmark and Share
The cloud-based HP Service Anywhere handles inbound requests and IT service configuration information, as well as incident, problem and change management. The solution from HP also uses social collaboration for sharing and recording advice and communications. Pricing for HP Service Anywhere starts at $89 per user monthly.
 


Hewlett-Packard just unveiled a Software-as-a-Service (SaaS) IT service management solution to help IT professionals drive productivity without sacrificing service. Is this the answer for CIOs looking to deliver better service-desk quality?

HP Service Anywhere taps technologies like HP Universal Configuration Management Database, which manages services, applications and hardware across the IT environment. HP's Universal Discovery software populates and maintains the new service. In other words, IT admins can depend on automatic discovery and dependence mapping of relevant IT elements.

"Customers of all sizes are looking for cloud-based IT service desk solutions that are easy to implement and configure," said George Flansburg, operations management practice lead at ResultsPositive, an HP partner. "HP Service Anywhere is a simple-to-implement service desk SaaS offering that allows both mid-size and large customers to be up and running within weeks."

Adding Social Collaboration

With increasing pressure to prevent service downtime and maximize employee productivity, HP is betting organizations will turn to agile IT service desk solutions that help resolve incidents rapidly while adapting to changing enterprise requirements. HP's cloud-based solution is Service Anywhere, which works to cut costs and overcome complex service desk solution deployments and upgrades.

Practically speaking, HP Service Anywhere handles inbound requests and IT service configuration information, as well as incident, problem and change management. The Software-as-a-Service solution also sports social collaboration for sharing and recording advice and communications. Social collaboration can improve first-call resolution rates, shorten handling times and reduce escalations by immediately alerting and engaging the right people to resolve issues.

Charles King, principal analyst at Pund-IT, said as the cloud continues to evolve, vendors are targeting technologically complex processes like service desk solutions as opportunities for development. And that's the core value proposition for HP's new cloud-based Service Anywhere solution.

"Basically, the company is packaging its considerable technical experience and expertise as an easily scalable, pay-by-user service that promises to improve customer satisfaction," King told us. "Clients who adopt HP Service Anywhere should see a marked enhancement in service desk quality, and will also be relieved of managing in-house service desk infrastructures and upgrades and ensuring that workers stay current with the technologies they support. All in all, HP's Service Anywhere should benefit both the company and many customers."

Tapping Best Practices

HP Service Anywhere relies on Information Technology Infrastructure Library best practices, such as incident management, problem management and change management, to get the job done.

The solution also uses new process-designer technology that is 100 percent Web-based, 100 percent user-interface-driven and codeless. HP Service Anywhere promises efficient process work flows using the same codeless configuration approach.

HP Service Anywhere will be available worldwide directly from HP or via its ecosystem of channel partners. Entry-level pricing is expected to start at $89 per user per month.
 

Tell Us What You Think
Comment:

Name:



APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.


 Customer Service
1.   Bezos Talks Grocery Delivery, Drones
2.   Watson Boosts Customer Engagement
3.   Comcast Customer Service Makeover
4.   High Cost of Great Customer Service
5.   Customers Need Marketing's Attention


advertisement
Watson Boosts Customer Engagement
Future of customer interaction tech?
Average Rating:
Bezos Talks Grocery Delivery, Drones
Amazon's future touted for shareholders.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Verizon Data Breach Report Exposes Top Threats
Beyond Heartbleed, there are cyberthreats vying to take down enterprise networks, corrupt smartphones, and wreak havoc on businesses. Verizon is exposing these threats in a new report.
 
Where Do Web Sites Stand, Post-Heartbleed?
A security firm says the vast majority of Web sites have patched themselves to protect against the Heartbleed bug, but now there are questions raised on the reliability of open-source programs.
 
White House Updating Online Privacy Policy
A new Obama administration privacy policy explains how the government will gather the user data of online visitors to WhiteHouse.gov, mobile apps and social media sites, saying much is in the public domain.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Business Intelligence | Sales & Marketing | Contact Centers | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.