NetSupport ServiceDesk v5With a new look and modern feel designed to support the latest product enhancements and suited to both desktop and tablet platforms,

version 5 is the most accessible yet.

NetSupport ServiceDesk • Entirely web-based solution• Enables initiation, tracking, resolution

and reporting of incidents, problems and changes

• SLA (Service Level Management)• Custom Report Designer• Customisable Operator Layouts• Pre-populated templates

Service Level Management• Meeting customer expectations and delivering

a cost-effective support service is key if a healthy relationship between business units and IT teams is to be maintained.

• Service Level Management is a core component of the ITIL service delivery framework and version 5 provides optimised workflow processes to ensure Service Level Agreements (SLA’s) can be developed, agreed and successfully managed in line with customer needs.

Incident Management• Log incidents and review status in real-

time.

• Connect multiple related incidents.

• Automate incoming/outgoing email processing plus incident assignment, escalation and prioritisation.

• Structured notes history.

Incident Management

• Record time spent per incident.• Help request logging with customisable

categories, and prioritised help requests for specific users and incident types.

• Pre-populated solutions database to allow customers to search for an answer before logging an incident.

• Pre-populated incident templates.

Problem Management• Real-time trend and risk analysis of

incidents to help with proactive problem management.

• Seamless integration with the incident management database to facilitate quick conversion of incidents to problems.

• Instant visibility of progress and current status.

Problem Management• Automated email processing.

• Ability to attach external files and supporting information to a problem.

• Wide range of customisable and print-optimised real-time management reports.

• Automatic closure of all related incidents when a problem has been resolved.

• Searchable Knowledge Base.

Change Management

• Central point of focus for anyone logging or tracking a change request.

• Define methods and procedures for change requests, including automating workflow processes.

• Reporting and approval mechanisms at each stage of the lifecycle.

• Full history to enable analysis of changes.

Reporting

• Custom Report Designer.

• Print-optimised reports.

• Drag and drop interface to build fully customised reports.

• Ability to export all reports in a variety of formats.

Integration

NetSupport Service Desk integrates seamlessly with NetSupport Manager and NetSupport DNA for fully integrated market-leading remote support and asset management.

Mobile Devices• Built-in support for mobile devices.

• Enable all operators to receive and update incidents whilst on the move.

• Auto detect when accessed from a mobile device and display a set of simplified pages.

iPhone

Customisation• Custom Data Designer.• Profiled Operator access.• Streamlined creation of a solutions

database to aid future help requests.• Multi-lingual user interface.• Personalised “Exit” messages.• Design tool to add custom data items

Escalation

• Fully customised email templates to send email notifications.

• Create customer-specific rules.

• Automatic and/or manual escalation of incidents.

SAVE MONEY and increase service….

• Faster problem resolution.

• Automation of repetitive tasks.

• Utilisation of your existing infrastructure.

Benefits Summary

Awards Summary

Customers