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Reduce costs and increase the quality of your services by consolidated your service desk!

There are many drivers for service desk consolidation, but many agree that the primary business reasons are:


  •  Reducing costs
  •  Increasing the quality of service
  •  Improving reporting
  •  Compliance

We surveyed customers on their experience with service desk consolidation.  We asked questions such as what motivated them to consolidate, how much they reduced their costs, what challenges they faced, what benefits they achieved, and what processes they consolidated.  Here is an example of feedback we received from a Medium Enterprise Media & Entertainment Company.

Key drivers for consolidating their service desk with their HP Service Management Center solution included the following:

  • Reducing the cost of their service desk
  • Focusing on core and critical, and leveraging as-a-service model
  • Standardizing and automating IT management processes e.g. ITIL adoption
  • Improving configuration data quality of CMS/UCMDB


  • Reduced the total cost of their IT service desk by 40% to 60% by consolidating with the HP Service Management Center.
  • Reduced the cost of regular operational administration and day-to-day service desk maintenance by 60% to 80% with their HP Service Management Center.
  • Reduced incident and problem resolution times by more than 80% with their HP Service Management Center.
  • Reduced change induced problems, self-inflicted incidents due to ineffective change execution or change collisions by 40% to 60% with their HP Service Management Center.
  • Selected HP Service Management Center over the competition for the following reasons:
    • Out-of-the-box integrations to other HP BTO and third party software
    • Proven and ITIL-certified processes
    • HP brand

Every participant felt their organization received significant benefits from consolidating their service desk.  One of the quotes that demonstrates this was:  “Using Service Manager as a solution allowed us to deliver consistent well managed services to our business. The out of the box ITIL process suite has enabled us to keep it simple and manageable.”


Stay tuned for more on this topic!

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About the Author
Ann Keffer is a Product Marketing Manager for the HP Business Technology Optimization Business (BTO). She is responsible for out-bound mark...

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