News release

HP Helps Boost Employee Productivity and Reduce Cost with HP Service Desk Solutions from HP Services

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 HP today announced HP Service Desk, an outsourced, single point of contact end-user help desk delivered through HP Services that easily scales from fully standard, shared delivery solutions to custom solutions for medium to large-size enterprises.

The new HP Service Desk has been thoroughly re-engineered and repackaged to take advantage of new, lower costs, HP global sourcing capabilities and client management toolsets. The flexible, standard service packaging means HP can rapidly create low-cost, low-risk, tailored solutions for customers.

The offerings include:

• a bounded Foundation Service composed of the basic features required to run a consistent, cost-efficient help desk;
• a suite of Standard Options to enhance or modify the solution to meet specific needs; and
• a Custom Service Desk that can be created from the best practices used in the Foundation Service or a company’s own capabilities, depending on business needs.

HP’s Foundation Service is easily tailored to specific customer requirements and has clearly defined integration points into the enterprise’s communities, workflows and support models. A usage-based billing capability provides unlimited opportunities for clients to reduce costs by lowering end-user support on desk side and phone support with the implementation of HP’s Management of Change program.

HP’s Management of Change methodologies empower organizations to predict and overcome a range of issues associated with end-user adoption and acceptance of new technologies and e-support models.

For example, analyst firm IDC, in a report⁽¹⁾ titled, “Optimizing the Help Desk with eSupport: An Industry Perspective, Client Case Study and HP Profile,” stated that “HP’s implementation of HP Service Desk is unique because it goes beyond the technology. The solution also includes the implementation of a revolutionary and proven Management of Change program to address organizational culture and achieve the behavioral shift that is critical to the successful adoption of eSupport by end users. HP’s focus on management of change, with programs specifically designed to accelerate the end-user shift to self-service, is unique in the IT services industry today. “

The new HP Service Desk offerings provide a holistic view of the IT environment and integrate end-user support into the total IT infrastructure. By using the data derived through the service desk, organizations can make better, more informed business decisions.

“Many businesses struggle with the cost and complexity of providing consistent help desk services to users,” said Jerry Coffey, director, End-User Workplace Solutions, HP Services. “With HP Service Desk, customers can provide proactive support to end users, solving user issues before they become problems. Valuable support resources can be freed up to focus on projects that support the business while relying on HP’s vast experience in help desks.”

Delivered through HP Services, HP Service Desk is at the heart of the end-user computing space, and the nerve center of HP’s enterprise End-User Workplace Solutions, which focus on all aspects of an end-user environment and are designed to help keep people working productively – regardless of physical location.  HP End-User Workplace Solutions also include desktop, mobility and wireless, imaging and printing, and messaging and collaboration solutions.

More information about the solutions is available at www.hp.com/go/enduserworkplace.

About HP

HP focuses on simplifying technology experiences for all of its customers – from individual consumers to the largest businesses. With a portfolio that spans printing, personal computing, software, services and IT infrastructure, HP is among the world’s largest IT companies, with revenue totaling $94.1 billion for the four fiscal quarters ended Jan. 31, 2007. More information about HP (NYSE: HPQ) is available at http://www.hp.com.

⁽¹⁾ IDC, “Optimizing the Help Desk with eSupport: An Industry Perspective, Client Case Study and HP Profile,” Brian J. Bingham (Doc #202493).

This news advisory contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to statements of the plans, strategies and objectives of management for future operations; any statements concerning expected development, performance or market share relating to products and services; anticipated operational and financial results; any statements of expectation or belief; and any statements of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include the achievement of expected results and other risks that are described from time to time in HP’s Securities and Exchange Commission reports, including but not limited to the risks described in HP’s Quarterly Report on Form 10-Q for the fiscal quarter ended Jan. 31, 2007. HP assumes no obligation and does not intend to update these forward-looking statements.

© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.