Online Support Resources

HP Services portfolio

Services information

HP Instant Support Corporate Edition (ISCE) saves time and money with intuitive end-user tools that enable your users to remedy many of their own desktop computing and printing problems themselves. And it directly links these tools to advanced help desk capabilities. So issues that your users cannot readily address are escalated up the support chain to you - and then, if necessary, to HP - for timely resolution.

Featuring a natural-language interface that facilitates end-user troubleshooting, the ISCE tool suite includes:

• Augmented knowledge search - to let users refine natural-language searches for their specific computing devices and obtain precisely targeted results
• PC driver and BIOS support - to automatically gather identifying information and deliver downloadable drivers and BIOS updates
• Printing diagnostics - to allow end-users to launch simple automated configuration tests and obtain solutions to recognizable problems
• PC hardware/driver software diagnostics (pdf) - to quickly test all software drivers and offer automated fixes

ISCE automatically organizes all problem and diagnostic data, so you can immediately get started with resolution procedures. You can ask for additional information via Web chat, chat directly with HP, launch additional diagnostics remotely, or use built-in capabilities to take control of end-users' PCs.

If further escalation is required, you can simply move problems up to HP Services or another tier within your own support structure. All relevant information is automatically passed on, so you can collaborate efficiently with the newly enlisted support level to resolve the issue.

Instant Support Corporate Edition helps you:

• Save money - cut total cost of ownership by speeding problem resolution for both users and your corporate help desk
• Fix problems right the first time - hardware and software issues are segregated to increase your chances of success
• Eliminate disruptions and headaches - no pre-installation procedures are required; all activities take place in the background, so users' devices can continue to operate during problem resolution
• Use the approach that works best for you - choose from a variety of tightly linked self-solve tools, or select an "assisted solve" option
• Realize immediate return on investment - the system is easy to deploy, and your results are easily measured
• Stay in control - there is no need to change qualified PC images
• Custom-tailor your solutions - graphical user interface, functionality, and language can be optimized for your specific needs and preferences

ISCE works on all PCs running Windows 98 and higher. No special hardware, software, additional memory, or firewall holes are required.

For more information:

»  ISCE product description (pdf)
»  ISCE security white paper (pdf)