The task of keeping your information technology (IT) system and workplace infrastructure up and running becomes increasingly complex as your organization grows. An inefficient service desk impedes timely resolution of incidents and requests. This can result in higher IT costs and negatively impact the satisfaction of customers and employees.
Comprehensive Management
As your partner, HP supports your efforts to create a productive, streamlined, reliable and cost-efficient computing environment. To accomplish this, we provide four general categories of support services:
- Self-Help Services: Allow users to report and resolve many incidents on their own with tools they access from their desk
- Service Desk Support: Gives users phone and online chat access to live agents with the training and skills to handle their requests and resolve incidents quickly
- Remote Management: Allows specially trained service desk agents to remotely access end-user systems to evaluate and resolve incidents
- Site Support: Provides on-site personnel who can address infrastructure and hardware and software needs
Self-Help Services
HP agent-assisted support services are augmented by robust self-service tools, delivered via a Web portal that is available to users 24/7. These Level-Zero capabilities empower end users to resolve an incident on their own or request help by submitting an online form. Components of this service category include:
- Web Request: Lets users create a request, report an incident and review the status of submitted requests using the user portal or over the telephone. They can also empower assistants or peers to submit, search, track, update and cancel requests on their behalf.
- Self-Service Password Reset: Reduces service desk costs by enabling users to automatically reset passwords on a variety of platforms.
- Bulletin Board: Gives users Web access to IT bulletins with news, common notifications or general information regarding IT service issues and concerns such as outages or alerts at a company or site level.
- Knowledge Base Access: Lets users search for solutions within your knowledge base anytime, anywhere. This capability provides a globally consistent knowledge store for self-resolution of incidents or for accessing general corporate IT process information.
Service Desk Support
HP Service Desk Services provides your organization with a single point of contact for all end-user IT issues. Our agent training programs and global knowledge repository ensure you get consistent guidance and advice in addition to dependable restoration of regular services. Users can access the service desk by phone, e-mail, chat or the Web.
Our comprehensive assistance from live support service agents includes:
- Application and Technical Support: Offers expert agent-facilitated assistance with the features, functions and usage of shrink-wrapped software applications and common IT hardware
- Business Requests: Provides order management for hardware, software and purchasing of products and services and support of physical office equipment and services ordered through HP Supply Source
The HP Service Desk follows a simple workflow process that delivers fast and efficient incident resolution, keeping all users at maximum productivity.
Remote Desktop Management
For incidents that cannot be resolved by self-help or a service desk assisted contact, our standard Remote Desktop Management (RDM) capability reduces both the time to resolve a request and the frequency of site support dispatches.
Typically, in response to a request for assistance using RDM service, a specially trained Service Desk agent gains end-user permission to take virtual control of the user's desktop. This allows the agent to perform a hands-on investigation and resolution.
This service includes capabilities such as configuration changes, file updates, driver updates and software reinstallation. Additionally, RDM assists in enforcing system standards and optimizing the desktop.
RDM services are stringently managed according to HP Security best practices and standards – the best in the business. During the session, the user can observe exactly what the service desk agent is doing and can terminate the session at any time.
Site Services
Incidents that cannot be resolved remotely by the agents staffing a contact center often require assistance at the user's site. While the goal is to ensure this happens as seldom as possible, HP Site Support provides on-site assistance in more than 90 countries when it is necessary to address these infrequent events.
The following types of services are delivered through on-site support:
- Hardware Support: Consists of technical diagnosis and repair of defective equipment, either at your location or at an authorized service facility, and it includes the labor and parts required to restore the product to regular operation. Our hardware support services help:
- Improve resolution time with guaranteed service levels
- Minimize downtime, maximize productivity
- Prolong the life of your desktops, laptops, distributed servers and printers
- Enhanced Warranty Support: Improves the vendor warranty, from an open-ended repair with no service level to a defined repair commitment with agreed upon service levels. The on-site repair, labor and parts are included in the monthly maintenance fee
- Post-warranty Support: Supports hardware no longer covered by a manufacturer's warranty. The on-site repair, labor and parts are included in a monthly maintenance fee. Post-Warranty services are available for authorized equipment and supported products that are updated annually
- Software Support: Provides resolution for software residing on authorized devices. This service covers the diagnosis and resolution of software problems that cannot be resolved remotely by the service desk
- Install, Move, Add and Change (IMAC): Covers installing, moving, adding and changing desktop and laptop whole systems, parts and peripherals. Service desk agents and on-site technicians form a working team to schedule, complete and document IMAC requests. When possible, IMAC requests are completed remotely using automation to save time and expense
- HP VIP Support: A “concierge” level of service designed to meet the exact needs of executives with enhanced levels of service. Including, but is not limited to:
- Personal service for executives
- Home-office technology assistance including connectivity, device setup and troubleshooting
- IT preparation for presentations and meetings
- Hands-on technical support for IT tools in use by the executive
- Coordination of services with other support groups and suppliers (such as service desk and operations)
- Proactive management and status updates for open issues
- Assistance with security and privacy issues
- The service provides this support in the executive's offices and homes, or away while traveling, as needed.
Quality Control and Reporting
Our solution incorporates tools that increase efficiencies and allow us to chart the quality of service that your end users receive including:
- Interactive Voice Response (IVR) and/or Automatic Call Distribution (ACD) routes calls to an agent group with the appropriate skill to expedite resolution. Provides data for reports on call arrival, abandon rate and any unusual events that may occur
- Request tracking systems globally monitor and track all requests for performance evaluation. Can be customized to meet your unique reporting requirements
- Workforce management helps forecast call volumes and distributions, so HP contact centers can be staffed appropriately to achieve target results for cost and responsiveness
- Quality management tools enable ongoing quality improvement as a result of trailing online user satisfaction surveys and supervisor-operated agent call-monitoring tools
- Reporting options provide relevant data from daily operations to show performance metrics and areas for improvement. Reports include:
- First Contact Resolution Report shows the total number of requests handled and resolved on the initial contact
- Level of Service Report displays the percentage of calls answered within the time expected
- Call Day Totals Report records the total daily and monthly count of offered, handled and abandoned calls. Also displays answer rate, average speed-to-answer and abandon rate
Ensuring A Smooth Transition
Your transition to an HP solution begins with a thorough review of your current sites and their support processes. We then develop detailed transition plans, which include timelines and project management for all activities and milestones. These plans ensure structure and management so that your users receive the support they need without interruption during the transformation process.
Choose HP
HP provides support to approximately 5.4 million desktops in 35 languages, responding to 43 million Service Desk contacts yearly. Gartner ranked HP as a leader for both help desk and desktop outsourcing in North America in its 2008 North American Magic Quadrant report, citing as evidence our significant experience, superior customer testimonials and world-class tools and processes.
For more information about what HP Enterprise Services can do for you, submit a business inquiry.