Netsol coDesk is a full featured, web based, service desk which allows logging, routing, tracking, transfer, closure and reporting of end user or customer issues and calls. It can be used for managing end to end life cycle of IT and non-IT issues.

Netsol coDesk includes comprehensive support for ITIL® recommended best practices for Service Support. Helpdesk automation provides automation for Incident, Problem, Change and Configuration Management. It includes a robust knowledge based and provides multiple out of the box reports. In addition, it includes strong support for managing Service Level Agreements for helpdesk operations.

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Incident Management Capabilities

• Flexible Routing based on type, category, classification of incidents


• Routing by Incident type/category/classification, Team, Role, Date/Time, Location, etc


• Transfers, Allocations, Ownership, Lock, Hold, Reopen, etc supported


• SLA support for Response and Resolution including escalations


• Ability to relate Incidents with Problems, Changes, Configuration Items


• Known Errors and Knowledge Base lookup available


• Ability to link minor Incidents with major incidents


• End User Closure and Rating support


• Web and Email based call logging


• Support for multiple teams


• Strong Audit Log capabilities for incident history


• Notifications and Alerts available on incident state change


• Web based Reports, Analytics, Real time dashboards available


• Role based Permission and Access control for data and actions


• Bi-direction Incident Management integration with IBM SNAPPIMON and Tivoli Enterprise Console (TEC)

Problem Management capabilities

• Web based problem logging


• Support for Problem Control and Error Control phases


• Supports routing, OLA and escalations


• Support for Root Cause Analysis


• Support for Problem Workarounds, Temporary fixes and Solutions


• Ability to relate to Incidents, Change Requests, Configuration Items


• Ability to link problems with Known Errors


• Transfers, Allocations, Ownership, Lock, Hold, Reopen, etc supported


• Support for multiple Problem Teams


• Strong Audit Log capabilities for Problem history


• Notifications and Alerts available on Problem status change


• Web based Reports, Analytics, Real time dashboards available


• Role based Permission and Access control for data and actions

Change Management capabilities

• Change Request Logging for End Users, Problem and Change Teams


• Support for multiple Change Teams - Change Advisory Board (CAB), CAB/Emergency, Build, Test Implementation, Release and other teams


• Support for Standard, Minor, Major and Emergency Change Management


• Support for Change Approvals/Rejections and Authorizations


• Support for Change Calendar, Notification and Reminders


• Support for Risk Analysis and Post Implementation Reviews


• Ability to relate Change Requests to Incidents, Problems, Configuration Items


• Strong Audit Log capabilities for Change history


• Notifications and Alerts available on Change status


• Web based Reports, Analytics, Real time dashboards available


• Role based Permission and Access control for data and action

Configuration Management capabilities

• Support for Flexible and Extensible Configuration Management Database


• Stores relations between Assets, Users, Owners, Maintainers, Locations, Buildings, Departments, Projects, etc


• Ability to relate Assets with Purchase Orders, Annual Maintenance Contracts, Warranties, Payments, Vendors, etc


• Support for pre-defined Asset types like Desktops, Servers, Switches, Routers, Servers, Operating Systems, Applications, Firewalls, etc


• Ability to keep track of changes to assets over a period of time


• Ability to relate Assets/CIs to Incidents, Problems, Change Requests


• Strong Audit Log capabilities for Asset history


• Notifications and Alerts available on change of Asset status, movement, etc


• Web based Reports, Analytics, Real time dashboards available


• Role based Permission and Access control for data and actions

Knowledge Base Capabilities

• Ability to create, edit, modify, delete multiple Knowledge Base (KB) articles


• Flexible and powerful search capabilities


• Allows for collaboration between analysts to update and enhance knowledge articles by adding contributions


• Ability to attach documents, URLs, additional notes, etc


• Support for Rating of article by relevance and usefulness


• Ability to track popularity of an article


• Ability to relate Incident, Problem, Change and Configuration Items to KB


• Strong Audit Log capabilities for Article history


• Includes Bulletin Board and Service Ticker capabilities for enhanced collaboration and communication

Analytics and Reports

• Multiple out of the box reports available


• Includes multiple real time dashboards


• Historical Reports for Incidents, Problems, Change, CI for Helpdesk Managers and Analysts


• Reports available in tabular and graphical formats with support for drill downs and export to Microsoft Excel format
  
  
• Reports available for

Agent and Team specific Performance and Status Reports SLA/OLA Compliance and Breach reports Turn Around Time Reports (TAT) for Incidents and Changes Incident Reports by Category, Classification, Location, Priority, Rating, End User, etc Problem reports by Status, Workarounds, RCAs, Fixes, etc Change Reports by Origin, Reason, Outcome, Status, etc Asset Reports by Project, Locations, Status, Impact, etc

System Requirements

• Database – MS-SQL 2005 SP2– Standard or Enterprise editions


• Operating System – Windows 2003 Server SP2 with IIS 6.x and .NET 2.0


• Client Browser – Internet Explorer 6.x or Mozilla Firefox 2.x


• Database and service desk can reside on same or different servers