NetSupport enhances existing ITIL Help Desk offering to deliver improved workflow efficiencies

June 29, 2010 – Software developer NetSupport Limited are pleased to announce the immediate availability of NetSupport ServiceDesk version 3.

As well as introducing a raft of new and enhanced features, this new version sees a total rebranding of NetSupport’s existing web-based ITIL® solution, NetSupport DNA Helpdesk, two-time winner of Network Computing’s Service Management Product of the Year award.

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With its restyled interface and clearly defined workflow processes providing ‘out-of-the-box’ compatibility with the core Incident, Problem and Change Management ITIL® guidelines, it’s now even easier for support teams to manage customer expectations and minimise the amount of system downtime; and as a fully web-based solution, NetSupport ServiceDesk is easily integrated into your existing IT infrastructure without the need for a lengthy implementation and training phase.

Information is key to the smooth running of any help desk and in this new version you have access to a wider range of standard and customisable real-time management reports. A clear distinction between Incidents, Problems and Changes makes for more efficient allocation of operator resources with customisable profiles allowing you to identify those who specialise in each area, while the ability to link associated items ensures you have all relevant data to hand in order to perform effective trend and root cause analysis.

IT incidents that impact on day-to-day business operations can often relate to the manner in which changes have been introduced into the infrastructure, maybe through poor impact analysis, insufficient planning or inadequate testing. This immediately puts pressure on your support team who are required to deal with a rise in reported incidents. The benefits of NetSupport ServiceDesk 3 come to the fore in the area of Change Management. ITIL® guidelines mean there is no longer any excuse for organisations to take a ‘relaxed’ or informal approach to Change and NetSupport ServiceDesk provides the mechanisms to fully support the end-to-end ITIL® processes with clearly identifiable Change Managers assigned to each Request for Change, a visible Change Advisory Board (CAB) and the same level of tracking, notes history and reporting that exists throughout the product.

Commenting on the launch NetSupport’s Head of Customer Support, Andy Gibbons said: “The change of product name doesn’t mean we’re changing a winning formula, far from it! As NetSupport DNA Helpdesk the product tended to be pigeon holed as a simple ‘ticket management’ tool that integrated with our Asset Management Suite, NetSupport DNA, rather than a full functioning stand-alone ITIL® Service Management solution. We feel the product’s new identity combined with the large scale enhancements in version 3 will better position the product in the Service Management arena as well as offering our customers a solution that perfectly complements and adds to their existing portfolio of remote access and network management software.”

For a full list of enhancements in NetSupport ServiceDesk and to download a fully functioning evaluation copy visit www.netsupportservicedesk.com.