As an entirely web based solution NetSupport ServiceDesk is easily integrated into your existing IT infrastructure, providing your customers and service desk operatives with a quick and convenient system for initiating, tracking and resolving reported incidents.

With an intuitive multi-lingual interface, automated workflow processing and support for mobile devices, NetSupport ServiceDesk rises to the challenges that face the modern service desk.

Incident Management

The key to effective Incident Management is being able minimise the impact on day-to-day business operations, restoring normal service as quickly and efficiently as possible. NetSupport ServiceDesk's automated workflow processes help you achieve this by delivering the following as standard:

• Customers can log incidents on-line and review current status in real time.
• Automated Incoming/Outgoing email processing.
• Automatic assignment of incidents to operators based on pre-defined customer rules for either Problem Type or User Type.
• Automatic escalation of incidents based on customer specific rules.
• Structured notes history for an incident with source identifiers (telephone, email and more) for each additional entry within the items lifecycle.
• Full Hardware and Software Inventory information for each user's system.
• Attach, store and associate files to an incident.
• Avoid duplicating effort by connecting multiple related incidents.
• Automatic priority assignment for new incidents.
• Avoid duplicating effort by connecting multiple related incidents.
• Automatic priority assignment for new incidents.
• Accurate recording of time spent dealing with incidents.
• Prioritised Help Requests for users and incident types together with easy operator allocation.
• Help Request Logging with customisable categories for easy input.
• Pre-populated Solutions database enables customers to search for an answer before they log an incident.

• Active Directory synchronisation.
• Allow end users to generate ServiceDesk logon accounts or restrict generation of end user accounts to Administrators and ServiceDesk operators.
• Import user departments and companies from other systems into NetSupport ServiceDesk.
• Assign ServiceDesk operators to specific Companies and Departments in the user hierarchy.
• Pre-define the members of a Change Advisory Board (CAB) for each category of change request.

Integration

NetSupport ServiceDesk integrates seamlessly with other NetSupport and 3rd party Network Management solutions to provide you with the range of complementary tools you need to provide a complete support offering:

• Direct integration with DNA Suite Inventory and departmental information.
• Direct integration with Remote control.

• Custom Data Designer allowing for customised data fields.
• Profiled Operator access and customised functionality.
• Streamlined creation of a solutions database to aid future help requests.
• Use the intuitive design tool available to administrators to add custom data items to trouble ticket records.
• Multilingual user interface

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

However, the data gathered must be made available in an intuitive and user friendly format otherwise the efficiency benefits gained from implementing NetSupport ServiceDesk will be cancelled out by the time spent filtering this information and manipulating it into a useable format.

NetSupport ServiceDesk offers great flexibility by providing two ‘styles’ of report:

• The reports dashboard enables you to manipulate data to suit your specific needs. On-Screen results are provided in a tabular and/or Bar and Pie chart format. Multiple reports can be presented side by side for easy comparison.

• Print optimised reports, powered by a Crystal Report engine, provide additional pre-defined management reports. The information can be exported in a variety of formats.

• Send Email Notifications using fully customisable email templates.
• Automatic escalation of ticket based on customer specific rules.