The availability of mission-critical systems is key to the success of any modern organization and to the productivity of the staff that uses 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.
NetSupport has over 25 years of experience helping corporate and education customers implement effective service management practices through its range of compatible Desktop Management solutions. Available to purchase as either a standalone solution or used in conjunction with NetSupport DNA and NetSupport Manager (complementary IT asset management and PC remote control solutions), NetSupport ServiceDesk delivers the processes needed to help you effortlessly track, organize, manage and answer the toughest support challenges.
Supporting the essential ITIL processes – Incident, Problem, Change, and Service Level Management - NetSupport ServiceDesk ensures your support team can effectively manage customer expectations and minimize the amount of system downtime.
With a fully customizable and intuitive browser-based interface that supports both desktop and mobile platforms, robust workflow processes, a wealth of management reports, and a customer-friendly self-service portal, NetSupport ServiceDesk is guaranteed to take the strain out of service delivery!
With the server installed on any Windows PC and utilizing Microsoft SQL Server technology, NetSupport ServiceDesk can be accessed through a web browser by any user from their desktop or mobile device.
The key to effective Incident Management is being able to minimize 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:
The key to successful Problem Management is being able to reduce the volume of incidents being logged in the first place. NetSupport ServiceDesk enables you to proactively investigate and resolve the root cause of issues, leading to:
Problem Managers can utilize a range of tools, including report dashboards and advanced searching, to help them identify trends and link related incidents to a problem. Once a resolution is found, the relevant incidents are automatically closed.
NetSupport ServiceDesk helps you introduce a set of defined methods and procedures for the efficient and prompt handling of change requests. Automated workflow processes ensure appropriate communication, reporting, and approval mechanisms are in place at each stage of the lifecycle.
Escalations & Notifications
Information is key and one of the main principles of NetSupport ServiceDesk is to offer you the means to capture 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 canceled out by the time spent filtering this information and manipulating it into a useable format.
NetSupport Service Desk Offers Great Flexibility
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. This option is backed by a set of common status reports provided as standard with the product. You can even create your own reports (containing HTML, text, and supporting graphs) using the intuitive "drag & drop" custom report designer.
As every organization is unique, possessing different requirements, NetSupport ServiceDesk allows for the customization 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 organization.
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:
NetSupport Service Desk Brochure
NetSupport Service Desk infographic
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