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NetSupport Servicedesk 3.0 offers users as a smart yet handy program which helps you effortlessly track, organise, manage and answer the toughest desktop support challenges.Web-based and fully compliant with the mandatory ITIL best-practice standards, NetSupport ServiceDesk provides your Service Desk with the tools needed to manage customer expectations and minimise the amount of system downtime.Featuring the core Incident, Problem and Change management functionality you would expect from a product that has been named Network Computing’s Service Management Product of the Year two years running, NetSupport ServiceDesk’s intuitive interface and streamlined workflow processing ensures your support team are using their time effectively and not being burdened with excessive administrative duties.Major Features:Incident Management:Customers can log incidents on-line and review current status in real time.Automated Incoming/Outgoing email processing.Automatic assignment of incidents to operators based on pre-defined customer rules for either Problem Type or User Type.Automatic escalation of incidents based on customer specific rules.Structured notes history for an incident with source identifiers (telephone, email and more) for each additional entry within the items lifecycle.Full Hardware and Software Inventory information for each user's system.Attach, store and associate files to an incident.Avoid duplicating effort by connecting multiple related incidents.Automatic priority assignment for new incidents.Accurate recording of time spent dealing with incidents.Prioritised Help Requests for users and incident types together with easy operator allocation.Help Request Logging with customisable categories for easy input.Pre-populated Solutions database enables customers to search for an answer before they log an incident.ReportingThe 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.Print optimised reports, powered by a Crystal Report engine, provide additional pre-defined management reports. The information can be exported in a variety of formats.Change ManagementNetSupport 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.User ManagementActive Directory synchronisation.Allow end users to generate ServiceDesk logon accounts or restrict generation of end user accounts to Administrators and ServiceDesk operators.Import user departments and companies from other systems into NetSupport ServiceDesk.Assign ServiceDesk operators to specific Companies and Departments in the user hierarchy.Pre-define the members of a Change Advisory Board (CAB) for each category of change reque.CustomisationCustom Data Designer allowing for customised data fields.Profiled Operator access and customised functionality.Streamlined creation of a solutions database to aid future help requests.Use the intuitive design tool available to administrators to add custom data items to records.Multi-lingual user interface.Escalations & NotificationsSend Email Notifications using fully customisable email templates.Automatic escalation of incident based on customer-specific rules.Integration:Direct integration with NetSupport DNA Asset Management Suite.Direct integration with NetSupport Manager Remote Control.Problem ManagementImproved reliability of Services.A reduction in the volume of reported incidents thus lightening the load on your Service Desk.Delivery of permanent solutions rather than constant workarounds.Improved customer satisfaction.Increased knowledge within the service desk.Enhancements:New Features:Naming and TerminologyTo align more clearly with ITIL terminology, Tickets or Trouble Tickets are renamed Incidents.There is now a clear distinction between Incidents, Problems and Change Requests. Change Management Change Requests can now be created and managed by Helpdesk. Existing Incidents or Problems can be linked to a Change Request.Change Requests can use existing Categories and Statuses or you can define ones that specifically apply.Change Request Categories can have a Change Advisory Board (CAB) defined and rules can be associated to the CAB to define when a Change Request has been authorised.Unauthorised Change Requests cannot be updated by users other than those on the CAB.Change Requests are listed in a separate but similar list to Incidents, you are able to search and define custom searches for them.Problem ManagementProblems can be created and managed by ServiceDesk. Existing Incidents or Change Requests can be linked to a Problem.Problems can use existing Categories and Statuses, or you can define ones that specifically apply to them.Unlike Incidents and Change Requests, Problems do not have an associated contact.Problems are listed in a separate but similar list to Incidents, you are able to search and define custom searches for them.Work FlowStatus Change RulesWhen defining a Status you can specify which item types, Incident, Problem or Change Request, that status applies to. You can also assign other Status types that are applicable to that category.Workflow RulesWorkflow rules can be defined for Incidents, Problems and Change Requests. Each rule can have a number of conditions and actions.Multiple actions can be defined for a rule and they can be one of the following:Change the value on Incidents, Problems or Change Requests.Create a Incident Problem or Change Request with specific values.Reassign the item.Increase the Priority of the item.Stop the ClockAs an accurate gauge of how much physical time was spent dealing with an Incident, Problem or Change, when defining Statuses you can indicate if items with that status should accumulate working timUser InterfaceToolbarThe Menu has been replaced by an enhanced ribbon style toolbar to give easier access to items.Recently accessed itemsThe most recently accessed items are displayed on the right of the page allowing quick and easy access to frequently used pages.DialogsPop-up windows have been replaced by dialogs which provide a much faster load time.Enhanced Features ReportsEnhanced Management ReportingAn additional 52 reports have been added, providing a total of 82 standard reports.DashboardThe Dashboard can now display pie graphs and bar graphs or a table of data.AuditingThe Audit Trail has been updated to show all changes to standard or custom defined fields and shows the old and new values.ListsIncident, Problem and Change Request listsYou can now predefine the sort order of the Problem, Incident and Change Request lists. A secondary sort level can also be applied, for example; ordered by Priority then Status within that Priority. Separate fields and refresh times can be defined for Incident, Problem and Change Request lists.Other listsAll lists in NetSupport ServiceDesk can now be sorted by clicking on the list header including lists of emails, status codes etc.Adding Additional InformationEmail AttachmentsWhen adding an Email you have the option to attach any files that have been associated to the Incident, Problem or Change Request.Default type of Additional InformationNetSupport ServiceDesk remembers what you do most often, if you mostly send emails then the 'Additional Information' will default to email.Mail CenterNotification of waiting mailThe toolbar now shows the number of emails waiting in the mail center..SortingA list of Emails can now be sorted by clicking on the list header.AttachmentsWhen viewing an email in the mail center you can view and download the attachments to the email.Embedded imagesWhen viewing emails in the mail center they will correctly display any embedded images.Custom Data fieldsDropdown lists can have a blank value defined as their default and then set as mandatory, this enables you to define a dropdown list without a default which must be completed.NotificationsNotifications have now become part of the workflow. This enables you to define a notification to be sent when specific values have been changed or created.Requirements:Microsoft MSDE, SQL7, SQL2000
