hp openview service desk

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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

Service Desk Intelligence Solution Solves Reporting Dilemma at Antares Management Solutions

Antares Management Solutions is an information technology and business process outsourcing firm based in Westlake, Ohio. HP OpenView Service Desk is a robust IT service desk solution that provides the enterprise with an overview of its IT services. Its modular approach, centered on ITIL and core IT services, offers the...

Tags: Service Desk, Information Technology, WESTBURY IT SERVICES, Service Desk Intelligence Solution, Antares Management Solutions, HP OpenView Service Desk, It Services

Case studies

Additional Resources

DHL: HP OpenView Service Desk Delivers

In addition to HP OpenView Service Desk consolidated platform, HP Services deployed HP application servers, a clustered database and a Storage Area Network SAN to reduce cost and improve service levels.

Tags: Service Desk, Hewlett-Packard Co., HP OpenView, It Services, Utility Computing, It Management, It service Management

Webcasts 2007-01-01

A working list of apps not working on Vista

Microsoft may be reticent to provide a list of what’s not working on Vista, but that isn’t stopping others from going public with their findings. The folks over on IEXBeta.com have published as a Wiki a list of applications that work mostly well; work somewhat less well and don’t work...

Tags: &bull, Microsoft Windows Vista

Blog posts 2006-09-27

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

Can you trust your service provider?

Can you trust your service provider?Speaking from ExperienceWith 5+ years working in On Demand Services and most recently contract negotations, I think you're 5 points are good. Bottom line is your pro or you aren't. If you're an ASP that read to many blogs and thought wow, I'll...

Tags: Business services, Service level management, thid party vendor

Discussion threads 2005-12-29

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

IT Service Management Driven by Business Objectives: An Application to Incident Management

This paper addresses the problem of ensuring business-IT alignment. It describes a method and a system for decision support in IT Service Management driven by alignment with the business objectives of the enterprise that the IT supports. The technical proposition, called IT Management by Business Objectives MBO is applicable to...

Tags: Hewlett-Packard Co., Information Technology, Incident Management, Service Level Management, Strategy, It Services, It Operations, It service Management, Management

White papers 2005-08-15

IDC Whitepaper - Quantify the Business Benefits of ITSM

The Benefits of IT Management with HP IDC explains how the HP OpenView Service Desk solution generates significant cost savings and improves IT staff productivity and efficiency.

Tags: Hewlett-Packard Co., Rational Quantify, International Data Corp., Service Level Management, It Services, Benefits, Strategy, It Operations, It service Management, Human Resources, Management

White papers 2005-01-19

IDC White Paper--Quantifying the Business Benefits of IT Service Management

Any IT manager or business executive who wants to implement a proactive and integrated service desk management strategy will benefit from this HP-sponsored white paper from IDC. It presents the results of a survey that IDC conducted to determine the average ROI that companies are realizing through their HP OpenView...

Tags: Service Desk, Hewlett-Packard Co., Information Technology, IT Service Management, Benefit, International Data Corp., It Services, Roi/Tco, Finance, Managerial Accounting

White papers 2004-09-01

Can HP OpenView Service Desk and Alignability Provide ITIL Out-of-the-Box?

This webcast covers the HP ITSM Express Pack on the basis of HP OpenView Service Desk (versions 4.5 and 5.0) as well as the Alignability process model. It provides an insight into HP ITMS Express Pack and outlines the added value if used with Alignability under HP OpenView Service Desk....

Tags: Service Desk, Hewlett-Packard Co., HP OpenView, It Services, ITIL, Utility Computing, It Management, It service Management

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

Industry Leading Asset Management for HP OpenView Service Desk

This webcast discovers how HP openview's newly acquired asset management can help service desk better track asset and financial data related to the services defined within service desk.

Tags: Asset, Asset Management, Business Operations, Hewlett-Packard Co., HP OpenView, It Services, Operational Planning, Service Desk

Webcasts

ING Service Centre Budapest: Process Visibility Ensures Service Delivery Excellence

Real-time visibility into its processes enables ING Service Centre Budapest to precision-tune its resource allocation in line with business requirements. The underlying solution - HP OpenView Service Desk Process Insight - supervises the execution of workflows in real time, generating alerts for corrective action as soon as handling times along...

Tags: Hewlett-Packard Co., ING Group, Service Level Management, Process Improvement, Utility Computing, It Management, It Operations, It service Management, Quality, Business Operations

Case studies

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

DHL Wins Prestigious itSMF Award

DHL offers expertise in express, air and ocean freight, overland transport and logistics solutions. To support its "follow-the-sun" service model, DHL decided to align its per-country IT strategies to a global IT strategy. This included the establishment of three major IT Services Centers with a common service desk platform -...

Tags: Service Desk, Hewlett-Packard Co., Information Technology, DHL, ITIL, It Services, Supply Chain, Strategy, Business Operations, Management

Case studies

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