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Unique Selling Points


Professional Services

Personal Support Team

All Modules as Standard

Customisation

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Bespoke Development


Mobile Access


Technician Web Portal

iPhone App

Android App

Windows Phone App

BlackBerry App

Web-enabling & SaaS


Organisations Type


MSPs / IT Companies

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Schools / Colleges / Universities


Standard Features


Help Desk Requests

Easy Transparent Upgrades

Sections and Technicians

Request Types and Forms

Custom Action Buttons

Categorisation

Queue Management

Populate Legacy Data

Dictionaries & Spell Check

Working Offline

E-mail Integration

Escalation / Notifications

Column Selection & Filters

Knowledge Base

End-User Web Interface

Link your Existing Portal

Basic Projects

Documents Management

Simple Disaster Recovery


Next Level Features


Timesheets

UTC Timezones

Reports & Dashboards

Calendar Integration

Service Level Agreements

CRM

Sales Opportunities and Leads

Work Flows & Templates

Qualifications Matching

Approval Processing

ITIL and Pink Verify

Incident Management

Problem Management

Change Management

Project Management

Supplier Management

Financial Management

Service Desk Management

Service Asset and Config

Release and Deployment

Service Catalogue

Service Level Management

Event Management

Availability Management

Multi Tenancy

Google Maps Integration

Expenses Tracking

Journey Tracking

Closure Procedure and Surveys


Advanced Features


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"

Quotation Processing

Sales Orders Processing

Purchase Orders Processing

Contract Management

Billing Engine

QuickBooks Integration

QuickBooks Online Integration

Sage Integration

Xero Integration

KashFlow Integration

Bugzilla Integration


NetHelpDesk Services


Technical Specifications

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 reported on.

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 'Approved'. 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 requests.  
  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, and beyond.  
  Attach multiple incidents to a change request, and update all from the change request.  
  Manually create incidents and attach to open existing change requests straight away.  
  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 looking for.

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