Empower your workforce and lower your costs
Looking for innovative ways to drive down the costs of support for your end-user population?
HP's innovative Global Service Desk with eSupport (eGSD) takes end-user support to a whole new level, changing the way support is delivered and ultimately lowering your total cost of support.
eGSD uniquely leverages technology to reduce the cost of support over time, while improving the level of support to end-users. The focus is on two key areas: self help to reduce the level of analyst assistance, a primary driver of cost in the support organization; and proactive problem avoidance targeted at eliminating problems from the environment and further reducing the number of analyst calls.
An innovative approach for supporting your end-user environment
A personalized end-user Web portal serves as the primary interface to the Service Desk. Through this portal, end-users will be able to resolve some problems autonomously and get requests fulfilled. Additionally, end-users will be able to interact with analysts through the portal using e-mail and chat channels. By creating such a personalized support experience for each end-user, your workforce community will be encouraged to adopt the portal as their primary window into the support environment.
Because eGSD is based on the standard Global Service Desk solution, HP still provides a single point of contact for all end-user problems and requests, with full management and escalation of incidents through resolution, including issues involving third-party help. Standard features include:
- Support for the entire end-user computing environment, including standard and proprietary applications, infrastructure, and HP and multivendor technology
- 24x365 global coverage, with multilingual support delivered to service level objectives designed to meet your business needs
- All levels of support, including proactive problem avoidance, analyst-assisted support, and high-level technical support for challenging problems
- Industry-standard best practices for IT services management, resulting in high-quality service delivery with repeatable, reliable processes and scalable solutions that can be implemented quickly
- A program management office accountable for tracking end-user satisfaction, meeting your objectives, managing change, and enhancing your relationship with HP
A flexible solution, tailored to meet your evolving business requirements
When you choose HP to manage your service desk, you're leveraging our extensive experience and capabilities in IT service delivery. We are a recognized leader in desktop outsourcing, with a strong focus on technical excellence and client satisfaction.
With the innovative eGSD, HP is leading the way in providing more efficient support that enables you to:
- reduce the costs of support over time
- improve service-level agreements (SLAs)
- provide consistent support for mobile/global professionals
- increase end-user autonomy and reduce dependence on analysts
- promote adoption of Web-based support tools
- provide consistent, high-quality support on a global basis, with standard processes and procedures for problem management
- consolidate multiple help desks to reduce the complexity of the end-user environment
- scale your organizations support function rapidly to meet changing business requirements
- redeploy IT resources to focus on core competencies
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