Commercial benefits

With a 25-year development pedigree and an installation base of thirteen million systems, NetSupport’s innovative solutions are trusted by corporate servicedesks worldwide to aid in the day-to-day management of their IT infrastructures and, of course, to help maintain a healthy relationship with their customers.

NetSupport ServiceDesk simplifies and streamlines the IT support process - from initial request to final resolution - and integrates easily with NetSupport DNA (IT Asset Management) and NetSupport Manager (Remote Control) to give support teams the perfect mix of compatible network management tools.

 

Time Saving

  • Intuitive browser-based console simplifies support desk management.
  • Clearly defined ownership of issues leading to faster problem resolution.
  • Automate repetitive help desk tasks.
  • Simplify incident logging with pre-populated service request templates.
  • Active Directory synchronisation for effective ongoing user management.
Time Saving

Custom Solution

  • Add custom data fields to fit with your organisation’s specific requirements.
  • Customised help request logging.
  • Customised Operator functionality.
  • Create custom status reports.
Custom Solution

Improve Efficiency

  • Technicians have a prioritised fault list.
  • Link related items to avoid duplicated effort.
  • Assign incidents to a specific technician based on pre-defined rules.
  • Automatic escalation processes.
  • Automated incoming/outgoing email processing.
  • Customer-friendly self-service portal reduces volume of reported issues.
Improve Efficiency

Information Delivery

  • Powerful reports dashboard supported by a range of pre-defined or custom management reports - tabular and graph format.
  • Full history of supporting notes attached to each incident with source identifiers.
  • Use in conjunction with NetSupport DNA to retrieve a real-time hardware/software inventory from a target PC to aid in problem resolution.
Information Delivery

LA Fitness"When we first looked into bringing the IT Helpdesk in-house we considered a lot of other providers but NetSupport was chosen as its package, NetSupport ServiceDesk, looked easy to use. It was first envisaged as a stepping stone to other providers once we’d fully understood our needs, but it remains in use after two and a half years as it provides everything we need."
Andy Chimes, Service Delivery Manager, LA Fitness.

 

NetSupport Corporate Solutions

Commercial benefits - NetSupport ServiceDesk, NetSupport DNA & NetSupport Manager

Reduce the TCO (Total Cost of Ownership) by decreasing the number of vendors you are managing, improving help desk support, enforcing configuration standards and effectively migrating to new technologies.

Track and manage licences using the inventory and application metering functionality. Identify illegal and unused software, providing the necessary knowledge to purchase the optimum number of licences for your enterprise.

Ensure compliance with corporate configuration standards using the software metering capability to identify and maintain standard desktop configurations and those that fall out of compliance even during server downtimes.

Plan and budget for migrations, ensuring that any desktop changes needed to support an upgrade are effected. NetSupport DNA allows you to procure the components in advance, plan the work and ensure the installation team is fully prepared at the point of upgrade.

Reduce the operational impact of system downtime and the need for costly site visits by "remotely" supporting users and critical systems anywhere across your enterprise using NetSupport Manager’s powerful remote access capabilities.

Developed in accordance with the ITIL® Service Desk function described in OGC's ITIL® Service Support book.

Reduce the need for costly physical inventories by removing the need to visit each desktop.

Monitor the energy usage of IT assets across the organisation and report on potential areas of wastage: for example, machines left powered on out of hours.

Assist with Disaster Recovery by transferring the IT information collected by NetSupport DNA to your contingency plans; identifying where critical users and revenue-related PCs are located.

Virus prevention and remedial activities are essential for any enterprise. As NetSupport DNA works independently of your e-mail server, periodic updates can be distributed to your users even during a virus crisis.

Effective Security Management for identification of missing computer assets such as CD-ROMs, memory, hard drives and even entire computer systems.

 

The K Club"NetSupport ServiceDesk has made IT Support procurement and management a much easier process. Accountability and ownership of issues has greatly improved. The product has some intermediate benefits for my department such as faster problem solving and minimising the amount of duplicated issues being recorded − as well as some organisational benefits in terms of productivity and performance."
Mojtaba Akbari, IT Manager, The "K" Club.

 

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