NetSupport ServiceDesk Overview
The availability of mission critical systems is key to the success of any modern organisation and to the productivity of the staff that use them. Ensuring this is the case relies on the ability of your IT support team to deliver an effective and timely response to issues as they arise.
As a standalone solution, 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.
Ideally suited for small and medium sized organisations, yet fully scalable for the larger enterprise, NetSupport ServiceDesk has been developed to minimise the amount of system downtime whilst providing effective support for all users of IT assets.
With the server installed on any Windows PC and utilising Microsoft SQL Server technology, NetSupport ServiceDesk can be accessed through a web browser by any user from their desktop or mobile device.
Knowing what hardware and software is installed on your user's PC will help to reduce call escalation whilst increasing problem resolution. By integrating a third party inventory solution - such as NetSupport DNA - you can use NetSupport ServiceDesk to obtain a full inventory for each of your users' systems, together with an ongoing history by user for all previous support requests. NetSupport ServiceDesk empowers your help desk operators, giving them the information needed to deal with more requests in less time.
As every organisation is unique, possessing different requirements, NetSupport ServiceDesk allows for the customisation of many key features within the solution. From operator functionality to the creation of specific data entry fields, NetSupport ServiceDesk can be tailored to fit seamlessly into your organisation.
No two organisations are the same, relying on different critical systems to remain competitive and efficient. Powerful and customisable workflow rules help ensure delivery of an efficient and timely service in line with agreed service levels. A typical example would be the automatic priority assignment of incident types - an item relating to "Server Failure" can be automatically assigned "Urgent Priority" status and allocated to the Server specialist within the support team. Automated email processing is another key time-saving feature of the product, helping to keep all parties fully informed throughout the process.
Information is, of course, key if you are to gauge the effectiveness of how support requests are being managed and maintained. NetSupport ServiceDesk offers a wealth of real-time status reports as well as a custom report designer.
Encouraging the improved productivity of the help desk is only half the challenge. Educating your users to reduce the frequency of future support requests is equally important. With NetSupport ServiceDesk’s customer-friendly self-service portal, users are able to search for answers before logging a support request and can check and review on-line the status of their incident.
NetSupport ServiceDesk has been developed in accordance with the ITIL® Service Desk function described in OGC's ITIL® Service Support book. With NetSupport ServiceDesk, implementing your ITIL compliant support desk needn’t be a time consuming and costly exercise. As a fully browser-based solution there are no lengthy software installation procedures to follow and the required ITIL process architecture is built-in and ready to use without any training overheads.
I love the new product it is great! The workflow feature is amazing.
NetSupport truly does an outstanding job from development, sales and support. I could go on and on about all the new features I like but really wanted to email and say "GREAT JOB".
Angela Benavides, Deputy Director, Information Systems and Technology, Workforce Solutions
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