Overview
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
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.
NektaQuartz Benefits
The benefits of ITSM
Service excellence is the key success factor of the business
, Here are some several benefits:
- Fast Incident Creating
Create 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 problem and incident
management including knowledge articles, the issue can be fixed in the first call. - 3 SLA Measurement
Measure 3 SLA index including response time, on site time, resolve time for each incident. - Satisfaction Survey & 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.
- Support 24×7 & Business Hour 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. - Third-Party Integration
Seamless integration with IT infrastructure management system (e.g. NetkaView Network Manager) for automatically open ticket. Also other 3rd party systems such as voice call or telephony systems. - 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.
Highlights
What's New 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.
- 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
ITIL Solutions
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.
How NetkaQuartz works?
Why 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.
