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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.
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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
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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Integration
NetSupport Service Desk integrates seamlessly with NetSupport Manager and NetSupport DNA for fully integrated market-leading remote support and asset management.
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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
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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
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Escalation
• Fully customised email templates to send email notifications.
• Create customer-specific rules.
• Automatic and/or manual escalation of incidents.
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SAVE MONEY and increase service….
• Faster problem resolution.
• Automation of repetitive tasks.
• Utilisation of your existing infrastructure.
Benefits Summary
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Awards Summary
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Customers