HP Offers Web-Based Support System To Enterprises

Hewlett-Packard on Monday unveiled a Web-based support offering aimed at enterprise help desk teams and their end users.

Dubbed HP Instant Support Corporate Edition (ISCE), the latest program in HP's Instant Support portfolio identifies, diagnoses, and resolves problems within a company's distributed desktop computing and printing environment, said the Palo Alto, Calif.-based computer maker.

Using a natural language interface, ISCE offers PC driver and BIOS support to automatically gather configuration information and deliver downloadable drivers and BIOS updates as needed, can test all software drivers installed on desktops and Pocket PC handhelds then offer automated fixes, and lets users launch printer diagnostic tools to detect problems and, if necessary, obtain fixes to common troubles.

ISCE features a "zero footprint" approach that doesn't require client software downloads. When the tasks are completed, nothing new remains on the end device, leaving corporate disk images intact.

ISCE also transfers hardware configuration data and end-user history directly to the enterprise help desk for follow-ups via phone or Web chat, or the help desk can bump up the problem straight to HP, launch other remote diagnostic tools, or even use the built-in capabilities of the end user's Windows PC to take control of it to install drivers or updates.ISCE works on PC with the Windows 98 or later operating systems.