NetSupport ServiceDesk

NetSupport ServiceDesk

NetSupport ServiceDesk ticks all the boxes as a fully functioning ITIL-compliant IT Service Management (ITSM) tool, supporting the key areas of ITIL’s best practice framework – Incident, Problem, Change and Service Level Management.
It also has the added benefit of integrating easily with our IT Asset Management (ITAM) Suite, NetSupport DNA, and remote access solution, NetSupport Manager, to give support teams a complete network management toolkit.

FEATURES

  • Customers can log incidents on-line and review current status in real time.
  • Automatic assignment of incidents to operators based on pre-defined customer rules
  • Automatic escalation of incidents based on customer-specific rules.
  • Use in conjunction with NetSupport DNA to retrieve a full Hardware and Software Inventory for each user’s system.
  • Attach, store and associate files to an incident.
  • Automatic priority assignment for new incidents.
  • Accurate recording of time spent dealing with incidents.
  • Help Request logging with customizable categories for easy input.
  • And much more….

NetSupport ServiceDesk helps you introduce a set of defined methods and procedures for the efficient and prompt handling of change requests.

The key to successful Problem Management is being able to reduce the volume of incidents being logged in the first place. NetSupport ServiceDesk enables you to proactively investigate and resolve the root cause of issues, leading to:

  1. Improved reliability of services.
  2. A reduction in the volume of reported incidents, thus lightening the load on your Service Desk.
  3. Delivery of permanent solutions rather than constant workarounds.
  4. Improved customer satisfaction.
  5. Increased knowledge within the service desk.

Information is key and one of the main principles of NetSupport ServiceDesk is to offer you the means to capture comprehensive statistics, ensuring you are fully informed in order to make effective decisions.

  1. Send email notifications using fully customisable email templates.
  2. Automatic escalation of incident based on customer-specific rules.

 

 

 

For more information view:
Brochures and Resources