Service Desk Solutions helps boost employee productivity and reduce costs

HP has announced HP Service Desk, an outsourced, single point of contact end-user help desk delivered through HP Services 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 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 titled(1) , “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.

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