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HP Cloudifies the Help Desk

HP unveils cloud-based ITSM solution that brings social to the service desk.

HP is bringing IT service management (ITSM) to the cloud.

Dubbed HP Service Anywhere, the new software-as-a-service (SaaS) offering aims to help administrators better support users and manage IT environments that are growing in complexity. For enterprise technology executives, it can help them get off the upgrade treadmill and manage costs, claims HP.

Lee Nackman, vice president and general manager of Service and Portfolio Management, Software for HP, said in a company statement, "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 anchored by HP Universal Configuration Management Database (UCMDB), the company's enterprise-wide hardware, applications and services management software. Complementing UCMDB is HP Universal Discovery software, which provides automated discovery and dependency mapping.

On the service desk front, HP Service Anywhere can handle inbound requests and IT service configuration information, according to the company. Typical help desk duties, including incident, problem and change management are also part of the package.

According to HP, the offering employs a new, UI-driven web-based process designer to help support specialists implement Information Technology Infrastructure Library (ITIL) best practices without coding. And in a nod to social media's growing influence on practically every business process today, the solution also includes collaboration tools.

"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," says HP.

Finally, HP Service Anywhere can link with on-premise deployments of HP Service Manager for a hybrid ITSM solution. HP also guarantees 99.9 percent availability.

HP is currently accepting registrations for its soon-to-launch "sandbox trial." The company expects pricing to start at $89 per user per month.

Pedro Hernandez is a contributing editor at InternetNews.com, the news service of the IT Business Edge Network, the network for technology professionals. Follow him on Twitter @ecoINSITE.




Tags: cloud computing, HP, help desk


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