SERVICE DESK PRODUCT OVERVIEW
NetkaQuartz Service Desk X (NSDX) is a web-based IT service management (ITSM) solution to support your service desk or call center operations. NSDX is designed to align with the ITIL best practice framework for Incident Management, Problem Management, Knowledge Management, Service Level Management and Service Asset & Configuration Management. Including smart dashboard and self-service request abilities.
Fast Service desk
Fast Response Time
Correct Onsite Time
Improve Resolution Time
Accuracy Service in line with ITIL
3 Levels SLA
Courteous Service Management
ITSM Seamless Integration
ITSM Product Features
IT SERVICE KNOWLEDGE MANAGEMENT AND FAQ
Knowledge management (KM) of IT service is a key area of differentiation for all use cases. The knowledge portal enables users to resolve simple incidents themselves. NSDX tools create knowledge bases for relevant, updatable content that is useful for IT and business users.
IT Service Management Features
Our Solutions - Your Success
Geo Tagging for IT Support
Provide Geo-location tagging to locate current location with distance of IT Support or engineer on field, number of incident on-hands, skill set and assignment ability.
3 SLA ITSM Measurement
Measure 3 ITSM SLA index including response time, on site time, resolve time for each incident.
IT Support 24x7 Hours and Business Hours SLA
Not only defining SLA either 24x7 or business hour for each IT Support and service but also defining holidays. Our internal clock will stop an incident’s clock if it is non-working hour.
Parent-Child Update for IT Service Desk
Supports parent-child incidents and enables update of status and work logs from the IT Service Desk 's parent incident to all child incidents. This can greatly reduce the time taken for updating incidents.Skill MatchingWhen 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.
Service Desk Satisfaction Survey and KPI
Send URL to user to assess satisfaction of service desk 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 to automate ITSM
Seamless integration with IT infrastructure management system (e.g. NetkaView Network Manager)
to automate your ITSM operations and increase IT productivity.
Fast ITSM Incident Creating
Create a new ITSM incident take less than 5 seconds with searching, auto fulfilment and templates.
Increase IT Service First Call Resolution Rate
With Known Error Database and FAQ guideline from problem and incident management including knowledge articles, the IT Service issue can be fixed in the first call.
IT Service Management Skill Matching
When an IT Service Management's incident occurs, the system can help to assign and dispatch technicians which are available and with the correct skill set to solve the incident.
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.
What is ITIL?
ITIL is a set of best practices for IT Service Management or ITSM, which focuses on aligning IT services with the business’s requirements and changes. ITIL stand for Information Technology Infrastructure Library, that describes the processes, tasks, and guidance which can be applied by an organization to help the business manage risks, increase customer’s satisfaction and relationship, mange the cost, and increase IT ’s environment’s stability.
In 2011, ITIL v3 was released under the Cabinet office, however, from 2013, ITIL is owned by Axelos (a joint venture between the Cabinet Office and Capita), and in 2018, ITIL 4 was announced by Axelos with a big change from ITIL v3. ITIL 4 was released in 2019, to offer more flexibilities in order to support new generation of business.
The differences of ITIL v4 from ITIL v3, are the additional of best practices and new material on integration, that encourages fewer silos, improvement of collaboration and communication across the organization, as well as the integration of Agile and DevOps into ITSM. ITIL v4 is designed base on more customizable and flexibility to focus on business value perspective, not only just the technology. ITIL v3, we were talking about Service Life Cycle, while ITIL 4 the Service Value Chain will be the core.