HP unveils cloud-based service desk solution

Issued by HP
Johannesburg, 15 Mar 2013

HP recently announced HP Service Anywhere, a software as a service (SaaS) solution that ensures availability of IT systems, enabling enterprises to enhance workforce productivity and align IT with changing business demands.

To prevent service downtime and maximise employee productivity, organisations need simple, agile IT service desk solutions that help them resolve incidents rapidly while adapting easily to changing enterprise requirements. Organisations also want to reduce the costs and complexity of deploying and upgrading mission-critical service desk solutions and avoid disrupting the delivery and quality of internal services.

HP Service Anywhere, an IT service management (ITSM) software solution delivered as a service or via the cloud, helps organisations address these needs by quickly resolving IT incidents and ensuring 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, rather than the months required for on-premises solutions."

HP Service Anywhere provides comprehensive service desk capabilities, including handling of inbound requests and IT service configuration as well as incident, problem and change management. HP Service Anywhere 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.

See also

European Commission selects HP

Organisations improve performance with HP

"Our customers expect IT service desk solutions that are simple to use, can scale and will reduce overall costs," said Sean Caron, principal solution architect, Linium, an HP partner. "With HP Service Anywhere, we can now 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:

* Enhance employee productivity by limiting IT service downtime with quicker responses to service incidents. These incidents are then captured and shared among stakeholders via HP Enterprise Collaboration social collaboration software.

* Ensure availability of IT processes through greater visibility into services, applications and hardware across the IT environment via integration with HP Universal Configuration Management Database (UCMDB) software. HP UCMDB manages services, applications and hardware relationships across the IT environment. Plus, it is populated and maintained with HP Universal Discovery software, which automates discovery and dependency mapping of relevant IT elements.

* Improve time to value with rapid deployment through intuitive, graphical, codeless tools that simplify the historically complex and time-consuming tasks of configuring and customising a service desk. HP's approach separates client changes to facilitate seamless and automated upgrades.

* Speed deployment by leveraging integrated Information Technology Infrastructure Library (ITIL)-standards-based best practices for software implementations and upgrades.

"IT service desk solutions need to easily adapt to changing enterprise environments to ensure the best support experience to users," said Muhammed Omar Pre-Sales Manager, Software, HP South Africa. "As a native SaaS application, HP Service Anywhere offers clients a feature-rich solution that is quick and easy to deploy, maintain and upgrade."

Another new addition to the HP Software Professional Services portfolio is HP Service Anywhere Foundation Service, a quick-start service to assist clients with deploying and adopting their solutions.

Pricing and availability

HP Service Anywhere is available worldwide directly from HP or via its ecosystem of channel partners. Named and floating licence 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.

Additional information about HP Service Anywhere is available at www.hpserviceanywhere.com.

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, services and IT infrastructure to solve customer problems. More information about HP (NYSE: HPQ) is available at http://www.hp.co.za.

(1) Estimated US street prices. Actual prices may vary.

This news release contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialise 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, including execution of restructuring and integration plans; any statements concerning expected development, performance or market share 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; expectations and assumptions relating to the execution and timing of restructuring and integration plans; the resolution of pending investigations, claims and disputes; and other risks that are described in HP's Annual Report on Form 10-K for the fiscal year ended 31 October 2011 and HP's other filings with the Securities and Exchange Commission. HP assumes no obligation and does not intend to update these forward-looking statements.

2013 Hewlett-Packard Development Company. 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.

Editorial contacts

HP unveils cloud-based service desk solution

HP Service Anywhere ensures availability of IT services, helping enterprises boost growth, reduce costs.