EDS Recognized for Service Desk Excellence

Company Earns Prestigious Industry Award for Support-Service Professionalism

PLANO, Texas - EDS announced that its General Motors Service Desk has received the prestigious Team Excellence Award for External Support from Think Services' HDI.

The award honors IT service and support professionals who have most enhanced the image of the support services profession by setting and achieving the highest standards of excellence in customer support.

"This award validates the innovation and expertise of our global service desk team," said Mike O'Hair, vice president, EDS Global Manufacturing Industry Group. "We're very pleased and honored to be recognized."

Nominees are judged in key categories including people, process and technology. The judges come from the support industry, representing practitioners, vendors, and consultants.

"It's a big win," said Kevin Kelliher, leader of EDS GM Business Process Outsourcing. "Our mission is to provide a world-class, end-to-end service experience, and customer satisfaction is our driving force. This award is an endorsement of our work so far."

The award was presented recently at the HDI 2008 Annual Conference and Expo held in Grapevine, Texas, and attended by more than 2,800 professionals from around the globe. Think Services' HDI President and Chief Operating Officer Peggy Libbey said, "EDS was judged by a panel of their peers, and the resulting award recognizes that EDS embraces high standards for the people, processes and technology required to provide excellent IT service and support."

The EDS GM Global Service Desk acts as the central point of contact among approximately 200,000 General Motors employees and suppliers and IT Service Management. Operating from seven locations around the globe, the service desk handles an average of 150,000 requests monthly.

The service desk supports PCs, laptops and handheld computing devices and provides all associated services, such as managing distributed servers and printers and security administration. Support examples include Windows operating systems, Microsoft Office, Lotus Notes, security password resets, engineering workstations, and manufacturing-plant floor applications and systems.

Overall, EDS supports approximately 3 million desktops for more than 400 clients around the world and handles more than 27 million service desk calls globally, providing comprehensive management of a client's total workplace environment. Using standard tools and processes to ensure clients establish a stable user environment, EDS helps reduce the overall cost of implementation while improving performance and end-user satisfaction. The EDS Service Desk offering combines skilled live agents, best-in-class technology and ITIL-based processes into a pre-integrated service that simplifies management as it reduces operating costs and enhances security.