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HP Service Anywhere – Getting the most out of your SaaS Service Desk

‎10-22-2012 05:20 AM - edited ‎09-20-2015 07:41 AM

Simplifying ITSM

 

We just officially announced HP Service Anywhere - a native SaaS service desk that simplifies IT Service Management (ITSM). It will be generally available on November 16. At that time, you will be able to try HP Service Anywhere in a shared sandbox or via a dedicated trial. Over the next few weeks, we’ll be demonstrating HP Service Anywhere at itSMF events in France, Japan, UK, and in the US at the FUSION event. We will also be showing HP Service Anywhere at the HP Discover event in Frankfurt at the beginning of December.

 

Key capabilities:

 

  • Social Service Desk with collaboration to improve resolution times by sharing and reuse of information. HP Service Anywhere uses the same enterprise collaboration platform as HP Service Manager and other HP Software products. It allows multiple chat/collaboration sessions to be running at any given time. Exchanges are automatically associated and recorded with the activity being performed.

 

  • Graphical Codeless Configuration tools for processes, tables, forms, and business rules to simplify initial implementations and ongoing administration and configuration. This starts with the same Process Designer that is available with Service Manager 9.3, and extends this general concept to editing of tables, forms, and business rules which can all be done graphically without any programming.

 

  • Seamless Upgrades to be able to quickly and easily take advantage of future releases and additional capabilities. User configuration and tailoring is kept separate from the HP Service Anywhere system code. The codeless configuration tools provide a level of abstraction between user modified processes, et.al. and the Service Anywhere platform. Upgrades can then be performed without breaking combined “code”.  “Like the simplified tailoring, keeping it all in a centralized area. This will make upgrades much more seamless.” - Beta Customer

 

  • HP UCMDB integration to provide access to discovery and other federated information.  HP Service Anywhere has a number of integration capabilities including webservice interfaces, email, and support for Connect-It. One of the more important pre-built integrations is with the HP Universal Configuration Management Database (UCMDB) that then provides Service Anywhere with access to configuration information maintained by the UCMDB including information from HP Universal Discovery.

 

  • Lean ITIL-based best practices for Incident, Problem, and Change Management to provide a more effective and integrated IT Service Desk.

 

  • HP Service Anywhere Foundation Service which provides a quick start professional services package to help IT service desk organizations get up and running quickly. The foundation services delivers configuration of incident, problem, and change management, loading for reference data, LDAP and email integration, self service ticketing configuration, mentoring, minor modifications to the out-of-the-box capabilities, go-line and post support, and project management and technical oversight.

 

Please follow this HP ITSM blog or follow HPITSM on twitter for the latest information and updates. In the interim, you can watch a short video and get more information at www.hpserviceanywhere.com.

 

 

 

Chuck Darst

About the Author

chuck_darst

HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

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