Service Desk

eTOM and ITIL Service
Problem Solution

The NetVision Service Desk is a complete service problem management solution. It is the centre point for all customer service activity and is designed to ensure that requests and customer service activities are converted to measurable and actionable items.

The NetVision Service Desk is a critical element in the operationalization of input, co-ordinating communications and managing work flows.

With NetVision Service Desk,
organisations can:

  • Concentrate and consolidate management information for technical support
  • Facilitate investigation and diagnosis for service improvement
  • Guarantee process execution, incident and problem management
  • Gracefully manage and schedule changes and requests
  • Investigate and diagnose issues, resulting in service improvement
  • Support proactive intervention by staff
  • Create and benchmark warranties for process execution, incident management, problem management, changes and requests
  • Improve control and management of infrastructure with more detailed and comprehensive information
  • Offer more efficient support services, reducing time to reply and time to resolution
  • Capitalize on full graphical visualization interface, including all incidents
  • Benefit from top-down view of all processes, ensuring efficient follow up and closure
  • Ensure compliance with international standards and best practice

Key Features

  • Association between tickets enabling differentiated customer care services
  • Management and visualization of service quality thresholds
  • Customized workflow interfaces
  • Customized monitoring interfaces
  • Visual notification
  • Email / SMS notification
  • Plug-ins to automate actions in other OSS/BSS platforms
  • Automatically generate resource and service problem reports
  • Standardized report format with analytics and consolidated content
  • Dashboard for real-time consolidated information presentation