IT Service Management ITSM

IT Service Management ITSM in the era of digital business transformation, it is imperative for an organization to maximize its business capacity and ready for the transformation. Adopting internationally accepted standards such as ISO 20000 or Information Technology Infrastructure Library (ITIL: ITIL version 3) best practices and ITSM process will help your companies raise the standards of operation management and improve the quality of their IT services.

Netka fully realizes the need for public and private organizations to raise their IT standards and has developed the NetkaQuartz Service Desk X (NSDX), the ITSM solution to address such a need. NSDX and ITSM process help your companies realize timely and efficient solutions to IT problems, leading to effective cost management and time-saving capabilities.

IT Help Desk

IT Service Management

Delivering the efficient IT Services is not just improvement of IT operations but your business also. Information Technology Infrastructure Library or ITIL, the best practice of IT services for ITSM will lead you to standardized process, saving the money and improving the quality of the IT services.

NetkaQuartz, IT Helpdesk tool

To ally with ITIL, Netka fully realizes the need for public and private organizations to raise their IT standards and has developed the NetkaQuartz Service Desk, the ITSM tools to address such a need. The solution offers Web-based IT service management ITSM suitable for service desk and call centers, either for companies providing in-house IT support or those who specialize in providing IT support outsourcing services. The NetkaQuartz Service Desk, the ITSM s0lution help companies realize timely and efficient solutions to IT problems, leading to effective cost management and time-saving capabilities.

What's New and Highlights of IT Help Desk

  • Manages the lifecycle of incident requests, change requests and service requests and escalate according to SLA
  • Provides solutions with Known Error Database to respond customer/user faster and minimize the impact
  • Shortens resolution time, reducing TCO with fast ROI
  • Increases success rate for implementing and operating projects.
  • Leverages service quality and improves customer and user satisfaction.
  • Evaluates customer SLA and resource KPI.
  • Minimizes knowledge loss caused by resource turnover.
  • Creates “Be Proactive” habit in your IT help desk department.
  • Integrates with NetkaView for automatic incident and inventory (CI) discovery
IT Service Desk

for 3 ITIL processes (ITIL version 3): Incident Management, Problem Management and Service Asset and Configuration Management from PinkVerify and AXELOS. Moreover, the product’s roadmap, Netka is looking forward for other ITIL processes certifies. Netka fully realizes the need for public and private organizations to raise their IT standards and has developed the NetkaQuartz Service Desk, the ITSM tools to address such a need. NSD helps companies realize timely and efficient solutions to IT problems, leading to effective cost management and time-saving capabilities.

FeaturesFast Incident

CreatingCreate a new incident take less than 5 seconds with searching, auto fulfilment and templates.

Increase First Call Resolution Rate

With Known Error Database and FAQ guideline from incident  and problem management including knowledge articles, the issue can be fixed in the first call.

Skill Matching

When an incident occurs, the system can help to assign and dispatch technicians which are available and with the correct skill set to solve the incident

Geo Tagging

Provide Geo-location tagging to locate current location with distance of engineer on field, number of incident on-hands, skill set and assignment ability.

  • Helps service desk agents to assign incident to the nearest field engineer/technician who is available and has skill to fix the incident visualized by Google Map view.
  • Significantly reduces on site time which can decrease down time and service impact.
  • Make sure your field engineers/technicians are on site with geo tagging

3 SLA Measurement

Measure 3 SLA index including response time, on site time, resolve time for each incident.

Support 24×7 Hours and Business Hours SLA

Not only defining SLA either 24×7 or business hour for each service but also defining holidays. Our internal clock will stop an incident’s clock if it is non-working hour

Parent-Child Update

Supports parent-child incidents and enables update of status and work logs from the parent incident to all child incidents. This can greatly reduce the time taken for updating incidents.

Satisfaction Survey and KPI

Send URL to user to assess satisfaction after incident is closed. User can rate how much they feel and impress with recent service. With satisfaction survey report, IT manager will know how user feel their technician and service quality which can be used as KPI based line

Third-Party Integration

Seamless integration with IT infrastructure management system (e.g. NetkaView Network Manager, etc.) to automate your IT operations and increase IT productivity with following features;

  • Support API for automatically openincident request from3rd.party system via REST API and Email.
  • NSDX integrates with NNMX for incident management automation e.g. opening incident and resolving incident based on event logs.
  • NSDX integrates withNNMX for Configuration Items (CI) auto discover

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the company would continue to focus on expanding its current customer base for its core services while investing more – particularly in the expansion of the data centers – to prepare for growing customer demand for digital content consumption and other opportunities

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Mr.Kittipan Sribuaiam
CEO, PROEN

Credit by e-Leader No.314 ,April 2015

Why ITSM ?

ITSM

As ITIL is a pack of IT service best practices, providing guidance for ITSM, in many organizations, basically may consider IT and business alignment. To have better IT service customers’ satisfaction, managing the cost and improved their IT’s quality and productivity by consider the ITSM’s framework as well as to manage the risk of business operations and failure.

ITIL Solutions

IT Service

NetkaQuartz Service Desk X (NSDX), currently is certified for 3 ITIL processes: Incident Management, Problem Management and Service Asset & Configuration Management from PinkVerify and AXELOS. Moreover, the product’s roadmap, Netka is looking forward to certifies other ITIL processes. Netka fully realizes the need for public and private organizations to raise their IT standards and has developed the NetkaQuartz Service Desk X to address such a need. NSDX helps companies realize timely and efficient solutions to IT problems, leading to effective cost management and time-saving capabilities.

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