NetSupport ServiceDesk v5 With 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, resolutionand reporting of incidents, problems andchanges SLA (Service Level Management) Custom Report Designer Customisable Operator Layouts Pre-populated templates

Service Level Management Meeting customer expectations and delivering acost-effective support service is key if a healthyrelationship between business units and ITteams is to be maintained. Service Level Management is a core componentof the ITIL service delivery framework andversion 5 provides optimised workflowprocesses to ensure Service Level Agreements(SLA’s) can be developed, agreed andsuccessfully managed in line with customerneeds.

Incident Management Log incidents and review status in real-time. Connect multiple related incidents. Automate incoming/outgoing processing plus incident assignment,escalation and prioritisation. Structured notes history.

Incident Management Record time spent per incident. Help request logging with customisablecategories, and prioritised help requestsfor specific users and incident types. Pre-populated solutions database to allowcustomers to search for an answer beforelogging an incident. Pre-populated incident templates.

Problem Management Real-time trend and risk analysis ofincidents to help with proactive problemmanagement. Seamless integration with the incidentmanagement database to facilitate quickconversion of incidents to problems. Instant visibility of progress and currentstatus.

Problem Management Automated processing. Ability to attach external files andsupporting information to a problem. Wide range of customisable and print-optimised real-time management reports. Automatic closure of all related incidentswhen a problem has been resolved. Searchable Knowledge Base.

Change Management Central point of focus for anyone loggingor tracking a change request. Define methods and procedures forchange requests, including automatingworkflow processes. Reporting and approval mechanisms ateach stage of the lifecycle. Full history to enable analysis of changes.

Reporting Custom Report Designer. Print-optimised reports. Drag and drop interface to build fullycustomised reports. Ability to export all reports in a variety offormats.

Integration NetSupport Service Desk integrates seamlesslywith NetSupport Manager and NetSupportDNA for fully integrated market-leading remotesupport and asset management.

Mobile Devices Built-in support for mobile devices. Enable all operators to receive and updateincidents whilst on the move. Auto detect when accessed from a mobiledevice and display a set of simplifiedpages. iPhone

Customisation Custom Data Designer. Profiled Operator access. Streamlined creation of a solutionsdatabase to aid future help requests. Multi-lingual user interface. Personalised “Exit” messages. Design tool to add custom data items

Escalation Fully customised templates to send notifications. Create customer-specific rules. Automatic and/or manual escalation ofincidents.

SAVE MONEY and increase service…. Faster problem resolution. Automation of repetitive tasks. Utilisation of your existinginfrastructure. Benefits Summary

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