ITSM

THE PERFECT ITSM SOLUTION 

WITH ITIL CERTIFICATION

IT service desk solution to help you deliver the best IT supports

 
 
Service Desk

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

  • Aligned ITIL

  • 3 Levels SLA

  • Knowledge Management

Courteous Service Management

  • Customer Satisfaction

  • Complaints

  • VOC

ITSM Seamless Integration

  • Network Management

  • CRM

  • API

 

ITSM Product Highlights

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.

ONE IN ASEAN OF IT SERVICE SOLUTION
WITH ITIL CERTIFIED

And also a third of Asia after China and India

 
 

NETKAQUARTZ CERTIFIED 3 ITIL PROCESSES

Incident Management | Problem Management | Service Asset & Configuration Management

ITSM

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.

ITIL

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.

ITIL v4

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.

CONTACT US

Netka System Co., Ltd.

1 Soi Ramkhamhaeng 166 Yaek 2
Ramkhamhaeng Road, Minburi, Minburi,

Bangkok 10510 Thailand

Tel. +662-978-6805, +662-517-4993-4

Facebook : NetkaNSDX

 

Netka System Co.,Ltd

1 Soi Ramkhamhaeng 166 Yaek 2
Ramkhamhaeng Rd. Khwang Minburi, Khet Minburi, Bangkok Thailand

Tel : 662-978-6805,

Tel : 662-517-4993-4

Email  :info@netkasystem.com

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