Service Desk

A service desk that acts proactively is critical to any business with e-services because every disruption to e-commerce is immediately visible to the customer. These disruptions can result in a tremendous loss of revenue and customers to competitors.

HP OpenView Service Desk 5.0 is a comprehensive, scalable IT service desk solution based on a unified configuration management foundation. Using the HP OpenView Service Desk solution, your IT organization can easily streamline IT service processes as well as manage the IT service life cycle through comprehensive service level management capabilities. Built on ITIL principles and leveraging industry best practices, Service Desk enables you to manage IT services and provide effective controls for your critical service support and service delivery processes.

The solution has standards-based open interfaces and adapters you can use to integrate to other solutions. With its powerful functionality, an intuitive user interface and drag-and-drop customization, HP OpenView Service Desk has established itself as the premier solution for service providers and enterprise customers.

Features

• Integrated IT Service Desk solution built on an unified and open Configuration Management Database (CMDB)
• Based on the ITIL and HP ITSM best practices
• CMDB graphical viewer, offering an amazing flexibility in browsing and searching the CMDB
• Complete Help Desk Management solution handles end user calls as well as automated alerts and events from infrastructure management solutions
• Comprehensive Change Management solution to control IT infrastructure change and improve service availability
• Management of the whole life cycle of SLAs and OLAs, enabling enterprises and service providers to successfully manage service levels from a customer experience perspective and run IT like a business
• Help Desk, Change and Service Level smart reports
• New Java GUI, with Webstart-enabled easy deployment

Modular

You can choose the way you want to implement HP OpenView Service Desk: Start with 1 single module or choose for a more compelete approach by implementing multiple processes, using HP's extensive consulting and implementation expertise through 100's of implementations across the world.

• HP OpenView Service Desk 5.0 Helpdesk Management module
• HP OpenView Service Desk 5.0 Change Management module
• HP OpenView Service Desk 5.0 Service Level Management module (.PDF)*
• HP ITSM Best Practices for HP OpenView Service Desk

Additional product information

ITIL Aligned

HP OpenView Service Desk is "ITIL enhanced compliant" and provides out of the box coverage for the following ITIL processes:

• Service Request & Incident Management
• Change & Project Management
• Configuration/Asset Management
• Release Management
• Problem Management
• Service Level Management

Work Management and P&O management are an integral part of the HP OpenView Service Desk solution.

A total solution