News
Support.com Automates eSupport for HP OpenView
Support.com, a provider of eSupport solutions is providing a complete Internet Support Infrastructure to the HP OpenView Service Desk product suite from Hewlett-Packard Company.
This alliance automates the entire technical support process -- from problem prevention and problem management through to complete problem resolution. The integrated solution will help reduce the total cost of ownership of corporate computer systems through call avoidance and immediate remote diagnosis and repair of desktop software problems.
The HP OpenView Service Desk solution enables organizations to implement support processes and align IT processes with business needs. By integrating Support.com's eSupport solution, help desk professionals are now able to solve problems immediately, and in real time via the Internet.
"We believe the integration between Support.com's e-Support infrastructure and HP OpenView Service Desk will allow our joint customers to leverage the Internet to deliver seamless and instant support," says Olivier Helleboid, Acting Vice President and General Manager of HP's OpenView Software Business Unit. "First and foremost, it allows HP OpenView Service Desk users to provide superior customer support and turn their internal help desk into a tremendous competitive advantage."
The integrated solution leverages the tracking and notification capabilities of HP OpenView Service Desk and extends them with the ability to remotely diagnose and repair software problems. While HP OpenView Service Desk generates and routes trouble tickets, the Support.com Healing System remotely fixes software problems.
With the integrated system, help desk analysts can open Support.com directly via HP OpenView Service Desk, using asset information from the open trouble ticket to automatically find and fix the problem.
HP OpenView Service Desk is focused on providing technology and usability to optimize support service levels. The integration with Support.com will enable customers to reduce software-related support costs through call avoidance and immediate remote diagnosis and repair of application configuration problems.
HP OpenView's intuitive user interface and flexibility make it a prime candidate for integration with the Support.com Healing System. As part of the alliance, Support.com has become a solution partner in the HP OpenView partner program.
"With HP OpenView solutions at work in more than 120,000 multi-vendor distributed computing environments worldwide, forging a relationship with HP OpenView is a major step for Support.com," says Support.com President and CEO Radha Ramaswami Basu. "Both companies share the common goal of automating Enterprise IT Help Desks by providing best-of-breed solutions."
For more information about Support.com's Internet support infrastructure, visit www.support.com.