HP launches cloud service for the IT help desk
HP Service Anywhere offers IT service management capabilities as a service
IDG News Service - Hewlett-Packard has launched a hosted offering called HP Service Anywhere, providing IT service management (ITSM) software over the Internet.
"We believe that SaaS as a delivery model and as a business model makes sense for many of our customers," said Lee Nackman, who is HP's vice president and general manager for the company's service and portfolio management software.
Like on-premise ITSM software, HP Service Anywhere provides a work area for help desk personnel to document and resolve IT problems within an enterprise. Typically, service desk personnel use ITSM software to document and help troubleshoot problems that occur in IT systems.
Unlike using on-premise ITSM software, however, customers will not have to worry about upgrading the software, nor applying patches. Scaling the software to handle additional users should be eased through the cloud approach as well.
This offering is a version of HP's IT Services Management ITSM software that has been redesigned for cloud usage.
The service doesn't have all the features of HP's IT Services Management software. Capabilities in change impact analysis or request management aren't available now on the cloud version, though HP will add these capabilities in time. The cloud version, however, will also feature a number of features not available in the on-premises software package. The service features a new Web user interface, and an easier way of customizing the service to individual use cases. The company claims that all configuration can be done through the user interface and users won't have to write their own scripts to execute some desired capability.
The service also has a number of social media features, including Internet chat with multiple users and a directory listing of expertise. It uses the taxonomy from the Information Technology Infrastructure Library (ITIL) to describe IT systems and problems, which will be essential for organizations standardizing on ITIL. The service can also draw on HP Universal Configuration Management Database (UCMDB) software, which can hold configuration information about IT assets.
The service can be connected to other IT management software through a Web services interfaces, email or HP's set of connectors for its IT Services Management software. It can also use data from an organization's LDAP (Lightweight Directory Access Protocol) directory for user names, permissions and other personnel information.
HP is marketing this service to organizations that have 25 to 500 user desk users. Pricing for HP Service Anywhere starts at $89 per user per month.
- Who does NSS Labs "Recommend" for NGFW? In 2012, NSS Labs found that most available NGFW solutions "fell short in performance and security effectiveness." In 2013 NSS Labs noted "marked...
- What is this "File Sync" Thing and Why Should I Care About It? All of a sudden, getting a file from your work laptop to your iPad became as simple as clicking "Save." So it's no...
- The Keys to Securing Data in a Collaborative Workplace Losing data is costly. IT professionals have spent years learning how to protect their organizations from hackers, but how do you ward off...
- The Growing Demand for Rich Media This white paper discusses how IBM Customer Experience Suite Rich Media Edition can automate rich media workflows, from collaborating with creative agencies and...
- What should I look for in a Next Generation Firewall? SANS Provides Guidance With so many vendors claiming to have a Next Generation Firewall (NGFW), it can be difficult to tell what makes each one different....
- Why Are Customers Really Deploying an NGFW? It seems every IT Security expert is talking about the NGFW, but what are people really doing? This webcast covers 5 real-world customer... All Management White Papers | Webcasts