HP Unveils Cloud-based Service Desk Solution
HP 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.
A key part of the HP Converged Cloud portfolio, 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.