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HP Unveils Cloud-based Service Desk Solution

ASIA PACIFIC, 24 October2012 — HP today announced HP Service Anywhere, aSoftware-as-a-Service (SaaS) IT service management (ITSM) solutionthat delivers a simple-to-use, modern experience that enables ITprofessionals to increase productivity while managing anddelivering high-quality services.

HP Service Anywhereintegrates key technologies, such as the market-leading HP Universal Configuration Management Database (UCMDB), whichmanages services, applications and hardware across the ITenvironment. It is populated and maintained with HP Universal Discovery software, which automates discovery anddependency mapping of relevant IT elements.

To prevent service downtimeand maximize employee productivity, organizations need simple,agile IT service desk solutions that help resolve incidents rapidlywhile adapting to changing enterprise requirements. Organizationsalso need to reduce the costs and complexity of deploying andupgrading mission-critical service desk solutions to avoiddisrupting the delivery and quality of internal services.

A key part of the HPConverged Cloud portfolio, HP Service Anywhere is an ITSM softwaresolution that can be delivered as a service via the cloud. Itenables clients to quickly resolve IT incidents and ensureavailability of critical services that drive innovation. The newsolution features an intuitive user interface and is simple todeploy, manage and upgrade.

“Customers of all sizesare looking for cloud-based IT service desk solutions that are easyto implement and configure,” said George Flansburg, operationsmanagement practice lead, ResultsPositive, an HP partner. “HPService Anywhere is a simple-to-implement service desk SaaSoffering that allows both midsize and large customers to be up andrunning within weeks.”

HP Service Anywhereprovides comprehensive service desk capabilities, including thehandling of inbound requests and IT service configurationinformation as well as incident, problem and change management. Thesolution features social collaboration for sharing and recordingadvice and communications. Social collaboration can improve firstcall resolution (FCR) rates, shorten handling times and reduceescalations by immediately alerting and engaging the right peopleto resolve issues.

“Our customers expectIT service desk solutions that are simple to use, can scale andwill reduce overall costs,” said Dan Cavanaugh, solution engineer,HP Optimize Practice at Linium, an HP partner. “With HP ServiceAnywhere, we can offer advanced service desk capabilities, such asincident and change management, through a highly scalable solutionthat is delivered as a service.”

HP Service Anywhere enablesclients to:

  • Speed deployment and easily extend processes based onInformation Technology Infrastructure Library (ITIL) bestpractices, such as incident management, problem management andchange management, through a new process-designer technology thatis 100 percent web-based, 100 percent user interface (UI)-drivenand codeless;

  • Facilitate rapid and seamless upgrades for future releases bycreating efficient process work flows using the same codelessconfiguration approach, which enables data model extensions andeasy-to-use forms design;

  • Increase staff productivity through unique “in-context” socialcollaboration directly in the tool, attaching conversation threadsto relevant help desk objects in the system for rapid problemresolution; and

  • Deploy a robust hybrid ITSM solution that seamlessly combines HPService Anywhere and on-premise HP Service Manager deliveringflexibility in linking central IT with lines-of-business IT.

HP Service Anywhere managesand supports end-to-end delivery of required services and runs on aservice that guarantees 99.9 percent availability for clients, aswell as enhanced security.

“IT service desksolutions need to easily adapt to changing enterprise environmentsto ensure the best support experience to users,” said Kamal Dutta,vice president, business units, Software, Hewlett-Packard AsiaPacific and Japan. “As a native SaaS application, HP ServiceAnywhere offers clients a feature-rich solution that is quick andeasy to deploy, maintain and upgrade.”

HP also announced HP Service AnywhereFoundation Service, a quick-start service to assist clientswith deploying and adopting their solutions.

Pricing andavailability
HP Service Anywhere will be available worldwide directlyfrom HP or via its ecosystem of channel partners. Named andconcurrent license pricing will vary according to terms, quantityand location. Entry-level pricing is expected to start at $89 peruser per month.(1)   

HP Service Anywhere is akey component of the HPIT Performance Suite, the next-generation enterpriseperformance software platform that enables IT management to improveperformance with operational intelligence.

An online demo andpreregistration for a trial of HP Service Anywhere are available athttp://www.hpserviceanywhere.com/.

HP’s premier Europe, MiddleEast and Africa client event, HP Discover, takes placeDec. 4-6 in Frankfurt, Germany.

(1) Estimated U.S. streetprices. Actual prices may vary.

About HP
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society.  With the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure, HP delivers solutions for customers’ most complex challenges in every region of the world. More information about HP (NYSE: HPQ) is available at http://www.hp.com.