Service Level Management

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, resolution
and reporting of incidents, problems and
• SLA (Service Level Management)
• Custom Report Designer
• Customisable Operator Layouts
• Pre-populated templates
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
Incident Management
• Log incidents and review status in realtime.
• Connect multiple related incidents.
• Automate incoming/outgoing email
processing plus incident assignment,
escalation and prioritisation.
• Structured notes history.
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.
Problem Management
• Real-time trend and risk analysis of
incidents to help with proactive problem
• Seamless integration with the incident
management database to facilitate quick
conversion of incidents to problems.
• Instant visibility of progress and current
Problem Management
• Automated email processing.
• Ability to attach external files and
supporting information to a problem.
• Wide range of customisable and printoptimised real-time management reports.
• Automatic closure of all related incidents
when a problem has been resolved.
• Searchable Knowledge Base.
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.
• Custom Report Designer.
• Print-optimised reports.
• Drag and drop interface to build fully
customised reports.
• Ability to export all reports in a variety of
NetSupport Service Desk integrates seamlessly
with NetSupport Manager and NetSupport
DNA for fully integrated market-leading remote
support and asset management.
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
• 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
• Fully customised email templates to send
email notifications.
• Create customer-specific rules.
• Automatic and/or manual escalation of
Benefits Summary
SAVE MONEY and increase service….
• Faster problem resolution.
• Automation of repetitive tasks.
• Utilisation of your existing
Awards Summary