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ITIL and Pink Verify

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Service Level Management

Event Management

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Asset Discovery + Management

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Technical Specifications

Developers / Integrators

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Information Technology Infrastructure Library (ITIL)


For our Customer who are interested in IT Service Management (ITSM) with ITIL compliance, NetHelpDesk has been developed in-line with the ITIL Best Practice Framework.


Many of our customers implement NetHelpDesk as their ITIL compliant ticketing solution allowing them to go on and gain ISO / BS standards accreditation. NetHelpDesk helps to support IT Service Management best practices, and is in alignment with ITIL processes.

NetHelpDesk is a certified toolset by Pink Elephant through its PinkVERIFY program, and has been verified by Pink Elephant as compatible with industry best practices.


If you would like to discuss more about how NetHelpDesk can help you gain ITIL compliance, please
contact us and we'll be delighted to assist.


ITIL & NetHelpDesk

The ITIL (Information Technology Infrastructure Library) was originally created by the CCTA, a part of the British Civil Service, and was a series of books and guidelines that contain procedures and frameworks for managing reliable IT services.


Below are the headers and high level descriptions of core ITIL practices, followed by how NetHelpDesk deals with them:

 

Incident Management

 

 

"Incident management aims to restore normal service operation as quickly as possible and minimise the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained."

 

 

Multiple Incident Request Types, with rule-defined assignment to technicians, tracking of all actions, clearance and return to service. Easily linked to lead Problem requests, with overview of incidents and their status.

 
     
  Click HERE to read more.  


 

Problem Management

 

 

"Problem management aims to resolve the root causes of incidents and thus to minimise the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors."

 

 

Multiple Problem Request Types, multiple incidents can be linked to a single problem request as root causes. Update multiple incidents from the main problem ticket, reference and update knowledge base of known problems and solutions is maintained.

 
     
  Click HERE to read more.  


 

Change Management

 

 

"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."

 

 

Requests for Change (RFC) can be requested, tracked, approved, progressed and reported on in a forward schedule of changes report. Account for justification, impact, risk, back-out, communication, and testing plans, with definable field and release control data, for thorough reporting.

 
     
  Click HERE to read more.  



Project Management

 


"Project management is the process of planning, organizing, motivating, and controlling resources, procedures and protocols to achieve specific goals in daily problems. A project is a designed to produce a unique product, service or result with defined beginning and end"

 

 

Nominate parent request types, organised separately, create parent Project tickets from templates, with automated child requests, assigned to different team members, update and close all child from parent, associated time and money budgets, display actual money and time spent.

 
     
  Click HERE to read more.  



Supplier Management

 

 

"Supplier Management obtains value for money from suppliers and contracts. It ensures that underpinning agreements align with business needs, and Service Level Requirements. Allows overview process of identification, evaluation and management of suppliers."

 

 

Store all Suppliers, underpinning contracts and service level agreements, priorities, descriptions and timings for response and resolution, contact details and notes history, with Supplier portals, e-mail templates, Accounts ID for Purchase Orders, contract reference, descriptions and effective dates.

 
     
  Click HERE to read more.  


 

Financial Management

 

 

"Financial Management comprises the discipline of ensuring that the IT infrastructure is obtained at the most effective price (which does not necessarily mean cheapest) and calculating the cost of providing IT services so that an organisation can understand the costs of its IT services."

 

 

Items advanced costing analysis with AVCO, FIFO stock control, labour time, service costs, billing, charge rate, contract, combination billing, recurring items, and much more with NetHelpDesk's built-in extensive Billing module, that integrates with QuickBooks, Sage and KashFlow too.

 
     
  Click HERE to read more.  


 

Service Desk Management

 

 

"Service Desk is primarily associated with the Service Operation lifecycle stage. Tasks include handling and life-cycle management of incidents and requests, and providing an interface for other ITSM processes, whether local, central or virtual."

 

 

NetHelpDesk provides a single, centralised data store for IT infrastructure and end user information and processes requests from end users made by telephone, email or web interface. It can be used by Service Desks on site with your customers, or centrally in a contact centre.

 
     
  Click HERE to read more.  


 

Service Asset and Configuration Management

 

 

"Primarily focused on maintaining information and relationships about assets required to deliver a service. The management and traceability of every aspect of a configuration, from beginning to end, identification, planning, change control and management, release and maintenance."

 

 

Assets of any kind can be stored in customisable groups and types, with endless custom details fields to capture and store data manually and automatically, with full reporting capabilities, plugins from any type of remote monitoring or control software you may use.

 
     
  Click HERE to read more.  


 

Release and Deployment Management

 

 

"Release management focuses on the protection of the live environment and its services through the use of formal procedures and checks. Proper control ensures the availability of licensed, tested, and version-certified software and hardware, which functions as intended."

 

 

Control releases of software, recording release description, and notes, projected release date, independent release statuses and releaser, attached tickets affected by the content of the release, and communicating changes in effect within release to end-users via their incidents.

 
     
  Click HERE to read more.  


 

Service Catalogue

 

 

"Maintains and produces a Service Catalogue, and ensures that it contains accurate details, dependencies and interfaces of all services made available to customers."

 

 

A Service catalogue can be maintained, and the operational status of each service can be either automatically or manually updated and downtime reported upon. Errors can create an incident, or existing incidents linked to outstanding requests, and assigned by Categories.

 
     
  Click HERE to read more.  


 

Service Level Management

 

 

"Provides continual identification, monitoring and review of the levels of IT services specified in the Service-level agreements (SLAs). Ensures arrangements are in place with internal IT support-providers and external suppliers in the form of agreements and contracts respectively."

 

 

Service Level agreements can be set up and conformance examined and reviewed. Setup one general for everyone, or Customer or Supplier specific ones, customised, monitored and reported on from the one interface.

 
     
  Click HERE to read more.  


 

Event Management

 

 

"The process that monitors all events that occur through the IT infrastructure. It allows for normal operation and also detects and escalates exception conditions, creating incidents, tracking activity to resolution, and legacy data for overview analysis."

 

 

Any program that produces e-mail notifications based on an event can be integrated into NetHelpDesk, and overview of status checked. Specify exception conditions to create requests based on the activity, and report on full history of events however you require.

 
     
  Click HERE to read more.  


 

Availability Management

 

 

"Targets allowing organisations to sustain the IT service-availability to support the business at a justifiable cost. The high-level activities realise availability requirements, compile availability plan, monitor availability, and monitor maintenance obligations."

 

 

Over see the reliability, maintainability, serviceability, resilience and security of IT components from multiple angles in NetHelpDesk, whether Asset, Service, Supplier Service or Event management driven, to analyse component's ability to perform at agreed level over a period of time.

 
     
 

Click HERE to read more.

 

Source: Wikipedia EN-GB


An organisation that uses ITIL has staff that are aware of ITIL concepts, and that use procedures based on the ITIL framework.

It is the staff that carry out their roles in an ITIL compliant way. The staff are the assisted in working in an ITIL compliant way by NetHelpDesk, which allows you to record and process information in an ITIL consistent structure.

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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