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- HP OpenView Chalks Up Success With University Helpdesk
- The client Edith Cowan University is taking a scholarly approach to the re-engineering of its IT helpdesk by implementing Hewlett-Packard HP OpenView Service Desk solution based on the IT Infrastructure Library ITIL framework. ITIL is a world-leading framework for IT service management that endorses a best practice approach. Through HP...
- Tags: Service Desk, Hewlett-Packard Co., Information Technology, HP OpenView, HP OpenView Service Desk, Help Desk, ITIL, Call Centers, It Services, Utility Computing, It Management, It Operations, It service Management
- Case studies
- Australian Broadcasting Corporation (ABC) Tunes Into HP Help Desk
- The Australian Broadcasting Corporation ABC provides a national television service with production and transmission centres in all state capitals. A team of approximately 16 technical support employees handles fault resolution across the organisation's IT systems. This support challenge is compounded by the fact that the ABC consists of a network...
- Tags: ABC Inc., Hewlett-Packard Co., Broadcasting, ITIL, Process Improvement, Help Desk, It Services, Strategy, TVs, Quality, Business Operations, It Operations, Management, Personal Technology, Home Entertainment
- Case studies
- EMT Goes for Integrated Service Assurance: Converged IT and Telco Monitoring Boost Management Efficiency
- EMT, Estonia's incumbent mobile operator, has successfully completed the first phase of its Integrated Service Assurance project. The driving force of this project was the need to achieve more with less - ensuring sustained service quality in the light of ever-growing service complexity, without taking additional staff on board. This...
- Tags: Hewlett-Packard Co., Information Technology, Monitoring, EMT, ITIL, Help Desk, Utility Computing, It Management, It Services, It Operations, It service Management
- Case studies
- HP OpenView Service Desk Process Insight Software 1.1
- HP OpenView Service Desk Process Insight is an HP OpenView Business Process Insight solution to monitor the IT Service Management ITSM and IT Infrastructure Library ITIL processes managed by HP OpenView Service Desk solution. HP OpenView Service Desk Process Insight software provides real-time visibility into the ITIL processes managed by...
- Tags: Service Desk, Software, Hewlett-Packard Co., HP OpenView, HP OpenView Service Desk Process Insight, ITIL, Help Desk, Utility Computing, It Management, It Services, Call Centers, It Operations, It service Management
- White papers 2005-09-01
- Consolidated Service Desk Reporting Using OVPI
- This webcast gives actionable information about the IT Operations. Through this webcast one can see how HP OpenView Performance Insight OVPI can report on Service Desk V5.0 modules. The webcast gives a live demonstration of the Helpdesk Report, Change Management Report and Service Level Management Report and shows how they...
- Tags: Service Desk, Hewlett-Packard Co., Webcast, Change Management, It Services, Help Desk, Tools & Techniques, Management, It Operations
- Webcasts
- HP OpenView Delivers Superior Service Desk Functions to Boost Mastek's Customer Service
- Mastek is a global IT solutions Company. Mastek had been using low end products for its HelpDesk operations and were not helping in proper filtering and analysis of data. Consequently, establishing patterns and trends relative to the problems were getting increasingly difficult to map, leading to user dissatisfaction in critical...
- Tags: Service Desk, Customer Service, Hewlett-Packard Co., Mastek Ltd., HP OpenView, ITIL, Help Desk, Utility Computing, It Management, It Services, Process Improvement, It Operations, It service Management, Quality, Business Operations
- Case studies
- Smooth Transition and Improved Service as HP Takes Over BT Helpdesks
- BT Group is one of Europe's leading providers of telecommunications services and in the UK it serves over 20 million business and residential customers with more than 29 million exchange lines, as well as providing network services to other licensed operators. BT's IT help desk is a mission critical service....
- Tags: Hewlett-Packard Co., British Telecommunications, Help Desk, Call Centers, It Operations
- Case studies
- The HP ITRC Supports Elaxy's Help Desk
- Elaxy is the leading German financial solution producer, selling solutions for construction financing, insurance and online banking. Working at the cutting edge of software development and network management, a company like Elaxy has to call on HP's expertise when it has an IT problem it cannot solve itself. When the...
- Tags: Hewlett-Packard Co., Elaxy, Help Desk, Call Centers, Strategy, It Operations, Management
- Case studies
- Expert Support Empowers Employees
- The Dow Chemical Company provides innovative chemicals, plastics, and agricultural products and services to customers around the globe. As the company prepared to implement a global workstation standard, it saw the need to also have a global capability for help desk service and support. At the same time, the company...
- Tags: Hewlett-Packard Co., Help Desk, Call Centers, Outsourcing, It Operations, Business Operations, Outsourcing & Subcontracting
- Case studies
- Combining Identity Management and Help Desk Tools to Increase Efficiency and Reduce Support Costs
- In today's enterprise environments, help-desk personnel deal repeatedly with identity management tasks. In a large percentage of these cases, help-desk personnel assist users with requests to reset passwords, update user profiles and carry out other identity management tasks. This practice causes a continuing drain on skilled help-desk resources, which otherwise...
- Tags: Hewlett-Packard Co., Identity Management, Help Desk, Call Centers, Authentication/Encryption, It Operations, Security
- White papers 2006-04-01
- Security in HP Web Jetadmin
- HP Web Jetadmin is a powerful web-based software utility for installing, configuring, and managing network-connected devices. Since it can install and configure devices, it must be able to secure itself against unwanted access. Not only can it secure itself against unwanted users, it can also secure the devices it manages...
- Tags: Hewlett-Packard Co., HP Web Jetadmin, Help Desk, Call Centers, Printers, Tools & Techniques, Security, It Operations, Hardware, Peripherals, Management
- White papers 2005-11-01
- Helpdesk Functions in HP Web Jetadmin
- HP Web Jetadmin contains many tools for troubleshooting printers. As a result, it is increasingly being used as a Helpdesk troubleshooting tool. HP Web Jetadmin includes several features whereby Helpdesk personnel can remotely troubleshoot printers without having to physically visit the location where the printer resides; significantly reducing the time...
- Tags: Hewlett-Packard Co., HP Web Jetadmin, Help Desk, Printers, Call Centers, It Operations, Hardware, Peripherals
- White papers 2005-11-01
- HP OpenView Helps Swedish Medical Center Heal IT Growing Pains
- With 1,296 licensed beds in facilities that span 25 city blocks, Swedish Medical Center is the largest nonprofit medical provider in the Pacific Northwest. They wanted to build a best-in-class service management infrastructure to support the hospital's increased reliance on IS systems and reduce silos within IT for interdepartmental information...
- Tags: Hewlett-Packard Co., Information Technology, HP OpenView, It Services, Change Management, ITIL, Help Desk, Utility Computing, It Management, Strategy, Tools & Techniques, Management, It Operations, It service Management
- Case studies
- Four ways HP productivity tools can help increase IT availability
- So many IT projects, so little staff. That's the problem for an increasing number of IT teams as they work to meet the growing demand for their services -- all too often without a corresponding increase in budget for staffing. This paper explores how HP resources such as device self-maintenance,...
- Tags: Hewlett-Packard Co., Information Technology, Tool, Help Desk, Document Management, Strategy, Call Centers, Printers, It Operations, Enterprise Software, Software, Finance, Managerial Accounting, Management, Hardware, Peripherals
- White papers 2007-08-01
- The Dow Chemical Company: Extending Global Reach
- Over 10 years, Dow and HP have transformed a traditional IT help desk environment into a Global Service Desk through the implementation of a Management of Change methodology.
- Tags: Hewlett-Packard Co., The Dow Chemical Co., Help Desk, Call Centers, Strategy, It Operations, Management
- White papers 2007-01-01
- Using HP Web Jetadmin 10.0 in Help Desk Operations
- HP Web Jetadmin 10.0 contains many tools for troubleshooting printers. As a result, it is increasingly being used as a Help Desk troubleshooting tool. HP Web Jetadmin 10.0 includes several features for Help Desk personnel to remotely troubleshoot printers without having to physically visit the printer. This significantly reduces the...
- Tags: Hewlett-Packard Co., HP Web Jetadmin 10.0, Help Desk, Printers, Call Centers, It Operations, Hardware, Peripherals
- White papers 2007-07-01
- Business Service Management From the Bottom Up: Managing IT Infrastructure for Better Business Outcomes
- Every business wants to succeed - and in today's business world, success increasingly depends on the effectiveness with which a business can wield information technology to respond to market changes and seize emerging opportunities. Such an alignment, however, requires IT to be able to conceive of itself and what it...
- Tags: IT Infrastructure, Hewlett-Packard Co., Information Technology, Business Service, Business Service Management, Help Desk, Strategy, It Operations, Management
- White papers 2007-10-01
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