HP Unveils Cloud-based Service Desk Solution
PALO ALTO, Calif. -- HP today announced HP Service Anywhere, a Software-as-a-Service (SaaS) IT service management (ITSM) solution that delivers a simple-to-use, modern experience that enables IT professionals to increase productivity while managing and delivering high-quality services.
HP Service Anywhere integrates key technologies, such as the market-leading HP Universal Configuration Management Database (UCMDB), which manages services, applications and hardware across the IT environment. It is populated and maintained with HP Universal Discovery software, which automates discovery and dependency mapping of relevant IT elements.
To prevent service downtime and maximize employee productivity, organizations need simple, agile IT service desk solutions that help resolve incidents rapidly while adapting to changing enterprise requirements. Organizations also need to reduce the costs and complexity of deploying and upgrading mission-critical service desk solutions to avoid disrupting the delivery and quality of internal services.
As part of the HP Converged Cloud strategy, HP Service Anywhere is an ITSM software solution that can be delivered as a service via the cloud. It enables clients to quickly resolve IT incidents and ensure availability of critical services that drive innovation. The new solution features an intuitive user interface and is simple to deploy, manage and upgrade.
“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, ResultsPositive, an HP partner. “HP Service Anywhere is a simple-to-implement service desk SaaS offering that allows both midsize and large customers to be up and running within weeks.”
HP Service Anywhere provides comprehensive service desk capabilities, including the handling of inbound requests and IT service configuration information as well as incident, problem and change management. The solution features social collaboration for sharing and recording advice and communications. Social collaboration can improve first call resolution (FCR) rates, shorten handling times and reduce escalations by immediately alerting and engaging the right people to resolve issues.
“Our customers expect IT service desk solutions that are simple to use, can scale and will reduce overall costs,” said Dan Cavanaugh, solution engineer, HP Optimize Practice at Linium, an HP partner. “With HP Service Anywhere, we can offer advanced service desk capabilities, such as incident and change management, through a highly scalable solution that is delivered as a service.”
HP Service Anywhere enables clients to:
- Speed deployment and easily extend processes based on Information Technology Infrastructure Library (ITIL) best practices, such as incident management, problem management and change management, through a new process-designer technology that is 100 percent web-based, 100 percent user interface (UI)-driven and codeless;
- Facilitate rapid and seamless upgrades for future releases by creating efficient process work flows using the same codeless configuration approach, which enables data model extensions and easy-to-use forms design;
- Increase staff productivity through unique “in-context” social collaboration directly in the tool, attaching conversation threads to relevant help desk objects in the system for rapid problem resolution; and
- Deploy a robust hybrid ITSM solution that seamlessly combines HP Service Anywhere and on-premise HP Service Manager delivering flexibility in linking central IT with lines-of-business IT.
HP Service Anywhere manages and supports end-to-end delivery of required services and runs on a service that guarantees 99.9 percent availability for clients, as well as enhanced security.
“IT service desk solutions need to easily adapt to changing enterprise environments to ensure the best support experience to users,” said Lee Nackman, vice president and general manager, Service and Portfolio Management, Software, HP. “As a native SaaS application, HP Service Anywhere offers clients a feature-rich solution that is quick and easy to deploy, maintain and upgrade.”
HP also announced HP Service Anywhere Foundation Service, a quick-start service to assist clients with deploying and adopting their solutions.
Pricing and availability
HP Service Anywhere will be available worldwide directly from HP or via its ecosystem of channel partners. Named and concurrent license pricing will vary according to terms, quantity and location. Entry-level pricing is expected to start at $89 per user per month.(1)
HP Service Anywhere is a key component of the HP IT Performance Suite, the next-generation enterprise performance software platform that enables IT management to improve performance with operational intelligence.
An online demo and preregistration for a trial of HP Service Anywhere are available at www.hpserviceanywhere.com.
HP’s premier Europe, Middle East and Africa client event, HP Discover, takes place Dec. 4-6 in Frankfurt, Germany.
(1) Estimated U.S. street prices. Actual prices may vary.
This news release contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to statements of the plans, strategies and objectives of management for future operations; any statements concerning expected development, performance, market share or competitive performance relating to products and services; any statements regarding anticipated operational and financial results; any statements of expectation or belief; and any statements of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include macroeconomic and geopolitical trends and events; the competitive pressures faced by HP’s businesses; the development and transition of new products and services (and the enhancement of existing products and services) to meet customer needs and respond to emerging technological trends; the execution and performance of contracts by HP and its customers, suppliers and partners; the protection of HP's intellectual property assets, including intellectual property licensed from third parties; integration and other risks associated with business combination and investment transactions; the hiring and retention of key employees; assumptions related to pension and other post-retirement costs and retirement programs; the execution, timing and results of restructuring plans, including estimates and assumptions related to the cost and the anticipated benefits of implementing those plans; expectations and assumptions relating to the execution and timing of cost reduction programs and restructuring and integration plans; the resolution of pending investigations, claims and disputes; and other risks that are described in HP’s Quarterly Report on Form 10-Q for the fiscal quarter ended July 31, 2012 and HP’s other filings with the Securities and Exchange Commission, including HP’s Annual Report on Form 10-K for the fiscal year ended October 31, 2011. HP assumes no obligation and does not intend to update these forward-looking statements.
© 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company, HP brings together a portfolio that spans printing, personal computing, software. IT infrastructure at the convergence of the cloud and connectivity, creating seamless, secure, context-aware experiences for a connected world. More information about HP (NYSE: HPQ) is available at http://www.hp.com