Service Desk

HP Service Desk is an outsourced, single point of contact (SPOC) end-user service desk that scales from fully standard, shared delivery solutions to custom engagements for medium to large enterprises.

The HP Service Desk service configuration starts with a bounded, core package called the Foundation Service. This package is available at a fixed price.

Features include the following:

• Level 1 and 2 telephone assistance in English delivered 9x5 during local business hours
• Outage announcements
• Logging and routing of IT requests
• Case resolution based on standard supported product list
• Performance reporting
• Client satisfaction surveys and reporting
• Expedited transition plan

Your company can create a tailored service desk solution by adding one or more standard options to your Foundation Service. These options may be purchased in any “mix-and-match fashion” to meet your company’s specific business needs.

Features include the following:

• Enhanced phone support that may include extended phone hours or additional languages
• Self-service options such as a web portal or alternative contact channels such as chat
• Enhanced ticketing options, including integration with external call handling systems
• Expanded activities such as incident, problem and vendor management

If your business needs to extend beyond the standard solution capabilities, HP can create a Custom Service Desk. Your Custom Service Desk solution can range from a standard service desk with a few custom elements to a fully customized design.

Features include the following:

• A dedicated service desk
• Delivery outside of shared, standard locations
• Non-standard service levels that are not available through the standard options
• Special security, network, telephony or integration considerations

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