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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 & 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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| Features |
Benefits |
| End to end issue life cycle automation |
Allows to be used for IT & non IT issue management with multiple helpdesk teams across multiple locations. |
| Web and email based call logging |
Allows end users to log calls from multiple channels. Does not need thick clients to be installed on desktops or laptops. |
| Flexible, automatic routing |
Enables calls to be addressed by the right skilled analysts and ensures quicker issue resolution. |
| Flexible workflow automation |
Allows for customization and configuration of issue management workflows to meet organizational and business needs. |
| Service Level Management |
Enables SLA based management of issues. |
| Flexible reminders, notifications and escalations |
Enables higher helpdesk productivity and provides visibility to end users. |
| End user call rating |
Enables tracking and recording of end user satisfaction with issue resolution. |
| Comprehensive ITIL® Support |
Enables automation of ITIL® recommended best practices for IT Service Support including Incident, Problem, Change and Configuration Management. |
| Built in Knowledge Base & Collaboration |
Knowledge Base enables self service for end users. Allows for growth and management of organizational learning. Enables quicker and reliable issue resolution. Includes bulletin board for collaborative discussion between end users and agents. Includes a customizable ticker for broadcasting service issues. |
| Out of the box reports & analytics |
Enables analysis of helpdesk operations including team, agent productivity, end user satisfaction, Turn Around Time. SLA compliance, etc. |
| Highly Scalable architecture |
Can be deployed across large organizations and operations. Can support thousands of end users and analysts. |
| Service Provider Ready |
Can be used to offer multiple, separate helpdesk services with data separation from the same server. Allows for efficient use of server and hardware infrastructure. |
| Simplified installation, configuration |
Enables extremely fast deployment and rollout of helpdesk and issue management services. |
| Provides open interfaces & adapters for integration |
Includes Command Line Interfaces (CLI) which enables integration with external applications. Includes bi-directional incident integration with enterprise monitoring systems like IBM Tivioli and IBM Netsol SNAPPiMON. |
| Provides integration hooks for telephony systems |
Enables integration with telephony solutions like Cisco® IPCC. Allows for enhanced productivity and efficiency for handling in bound phone calls. |
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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 & 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 & Alerts available on Incident state change
- Web based Reports, Analytics, Real time dashboards available
- Role based Permission & 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 & 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 & Alerts available on Problem status change
- Web based Reports, Analytics, Real time dashboards available
- Role based Permission & 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 & Authorizations
- Support for Change Calendar, Notification and Reminders
- Support for Risk Analysis & Post Implementation Reviews
- Ability to relate Change Requests to Incidents, Problems, Configuration Items
- Strong Audit Log capabilities for Change history
- Notifications & Alerts available on Change status
- Web based Reports, Analytics, Real time dashboards available
- Role based Permission & Access control for data and action
Configuration Management capabilities
- Support for Flexible & 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 & Alerts available on change of Asset status, movement, etc
- Web based Reports, Analytics, Real time dashboards available
- Role based Permission & Access control for data and actions
Knowledge Base Capabilities
- Ability to create, edit, modify, delete multiple Knowledge Base (KB) articles
- Flexible & powerful search capabilities
- Allows for collaboration between analysts to update & 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 & Team specific Performance & Status Reports
- SLA/OLA Compliance & Breach reports
- Turn Around Time Reports (TAT) for Incidents & 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 & service desk can reside on same or different servers
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