Migrating to NetHelpDesk
Unique Selling Points
Personal Support Team
All Modules as Standard
Integration with Apps
Technician Web Portal
Windows Phone App
Web-enabling & SaaS
MSPs / IT Companies
Schools / Colleges / Universities
Help Desk Requests
Easy Transparent Upgrades
Sections and Technicians
Request Types and Forms
Custom Action Buttons
Populate Legacy Data
Dictionaries & Spell Check
Escalation / Notifications
Column Selection & Filters
End-User Web Interface
Link your Existing Portal
Simple Disaster Recovery
Next Level Features
Reports & Dashboards
Service Level Agreements
Sales Opportunities and Leads
Work Flows & Templates
ITIL and Pink Verify
Service Desk Management
Service Asset and Config
Release and Deployment
Service Level Management
Google Maps Integration
Closure Procedure and Surveys
Asset Discovery + Management
Service Status Monitoring
GFI Max Integration
Kaseya RMM Integration
N-able RMM Integration
Labtech RMM Integration
Item & Stock Control
"Quotes Thru Bill"
Sales Orders Processing
Purchase Orders Processing
QuickBooks Online Integration
Developers / Integrators
Reseller / Partner Program
Help Desk Software Change Management
NetHelpDesk has been developed in-line with the ITIL Best Practice Framework, and has been verified in Change Management for IT Service Management (ITSM).
"Change management aims to ensure that standardised
methods and procedures are used for efficient handling of all
changes. A change is an event that results in a new status of
configuration items, is cost-effective, enhances business
process, with minimum risk to infrastructure."
NetHelpDesk has the capability to look after all of your different call types, and still follow the ITIL standard for Help Desks. This includes Change Management, where the change of something within your
organisation needs deep thought, and thorough planning.
Change management begins with the initial request from an end-user or support person. The change request can come from an e-mail message, via the web portal interface or be entered on the new
request entry screen in the main interface.
Change Management can involve small changes, to big projects that affect many different areas.
Change requests have additional fields defining when the request needs to be
done by. The request can then be put through different status values, by
taking actions and routes you define.
After a valid Justification of the change has been provided, the
Impact of the change can be ascertained, and recorded, with a separate
drop down menu to choose from, which can be customised, and reported upon.
The important Risks associated with the changes can be recorded in a
similar fashion. Again, with its own customisable drop down menu to be
Plans can then be made for the change, and recorded, all in the same place
for overview and transparency. The Backout Plan should the change
cause business-impacting issues, the Communication Plan of how the
project will be communicated to those involved, and/or impacted, and the
full Test Plan of steps to ensure all is ok, once in place.
For change requests, the status is normally set to 'Needs Approval'. When a
"Change Manager" authorises this request, the status will change to
After clearance of the change request, a "Change Log" entry is
required to be made.
At any point, a formal Change Log entry can be made. This records details of
the change, and separates out the unimportant aspects of a request, from the
Infrastructure affecting elements. This is especially important if affecting
a specific asset.
Support staff can view the changes made at a site, or by date in order to
track down any likely causes of future problems.
A list of recent changes can be quickly referred to when a problem arises.
Here are just some of the features available in NetHelpDesk, to help you and
your teams manage change requests under the ITIL framework:
||Nominate multiple request types as ITIL Change Management
||Specify default values i.e. categories, priorities, service
level agreements, and mailboxes.
||Set service level agreement timing parameters that differ from other requests.
||Track all activity on the change request, from occurrence to closure,
||Attach multiple incidents to a change request, and update all from the
||Manually create incidents and attach to open existing change requests straight
||Track the change request status throughout requests lifetime for auditing.
||Capture a justification plan, impact level and description, risk level and description, backout...
||...plan, communication and test plan within each change request to track entire project.
||Share change request resolutions through your Knowledge Base at the click of a button.
||Oversee change activity against related assets, to improve on
reliability of service and items.
||Oversee activity against the change requests, and related
incidents for easy management.
||Oversee all Change Requests from one view, with any
information selected to display.
||Endless reporting capabilities available on all data captured.
And much more besides. Our product has developed over many years based on
Customer feedback, so if there is another way you feel would help you in
this area, feel free to speak with us about your ideas. We can usually add
in new features quickly, and usually free of charge.
Just contact our team to discuss your requirements.
If there are any features you would like to see added to our help desk
software, just let us know. See our
#ChallengeNHD Twitter campaign for more information.
Contact us to discuss with our team what you are