HP Cuts Issue Resolution Times with New Approach to Troubleshooting

HP Indigo offers a family of commercial and industrial digital presses, including photo specialty and label and packaging converters using proprietary liquid electrophotography technology. HP Indigo has nearly one thousand engineers around the world serving customers in the field, and when issues occurred, they were previously supported by two non-integrated systems: one that catalogs the various symptoms, and the other maintaining possible solutions. With over twenty thousand possible error messages or symptoms occurring on multiple models of highly-complex printing devices, the ability to easily and efficiently solve problems has always been challenging. On top of that, effectively sharing current troubleshooting and resolution knowledge across the global team of field engineers has also been difficult. A better approach was needed, one that connected the symptom information with real-time updates to the solutions that were solving the problems, all in a single, easy systems for the engineers. Attend this session to hear the approach HP Indigo took implementing an intelligent troubleshooting concept using the ServiceNow platform and the positive impact it has made on better understanding problems encountered in the field (driving product quality improvements) while increasing press uptime, saving operational costs, improving engineer efficiency, and raising customer satisfaction.