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This is the first in a two part case series (593-029-1 and 593-030-1). Creating delivery systems for services involves channel choice. Although H-P has been successful in selling and delivering services directly to multinationals and large domestic corporations, the firm can see that new growth opportunities will come from using indirect business channels, such as distributors / wholesalers and VARs / dealers. How should H-P proceed to create a new service delivery concept that would enable its services to move downstream through these channels? What are the probable critical success factors and potential conflicts? And, how can they be overcome so as to sell H-P's services throughout Europe?