Subscribe / Unsubscribe Enewsletters | Login | Register

Pencil Banner

HP brings service desk to the cloud

Veronica C. Silva | Nov. 6, 2012
New SaaS solution helps enterprises respond to IT incidents promptly to avoid downtime.

With customer interaction expected to be round the clock, the IT department is all the more pressured to ensure uptime while reducing operations cost and ensuring employee productivity.

All these expectations may be a mighty feat for the IT people; this is why HP recently introduced a new service solution to help them live up to expectations.

The new HP Service Anywhere is a software-as-a-service (SaaS) solution built around other HP technologies, but delivered via cloud as part of the HP Converged Cloud portfolio.

HP's promise is to help IT departments resolve IT incidents quickly so that critical services are available to drive innovation in the enterprise. With HP Service Anywhere, HP guarantees 99.99 percent availability and enhanced security.

Fast deployment

"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 mid-sized and large customers to be up and running within weeks."

HP Service Anywhere integrates the HP Universal Configuration Management Database (UCMDB), which manages services, applications and hardware across the IT environment. HP said it populated the new solution with the HP Universal Discovery software, which automates discovery and dependency mapping of relevant IT elements.

"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."

To help companies deploy the HP Service Anywhere solution, HP also announced the HP Service Anywhere Foundation Service, a quick-start service.

Adaptable

"IT service desk solutions need to easily adapt to changing enterprise environments to ensure the best support experience to users," said Kamal Dutta, vice president, business units, Software, Hewlett-Packard Asia Pacific and Japan. "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 Service Anywhere is based on the Information Technology Infrastructure Library (ITIL) best practices, such as incident management, problem management, and change management.

With the "in-context" social collaboration feature, enterprise staff can increase their productivity.

HP customers are also assured of seamless upgrades to future releases with efficient process workflows using the same codeless configuration approach.

 

Sign up for CIO Asia eNewsletters.