ITIL Incident Management

NetHelpDesk has the capability to look after all of your different call types, and still follow the ITIL standard for Help Desks. This includes ITIL Incident Management, where everyday requests with a multitude of steps and actions need tracking.

NetHelpDesk has been developed in-line with the ITIL Best Practice Framework, and has been verified in Incident Management for IT Service Management (ITSM).

The main aim of any good help desk is to return the end-user to normal status, back how it was before that incident became an issue to tackle.

By organising your request types along the ITIL framework, you can show your customers that the standard you work towards is high, and above the industry norm.


"Incident management aims to restore normal service operation as quickly as possible and minimise the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained."

Information Technology Infrastructure Library (ITIL) for IT Service Management (ITSM) of Incidents

"From multiple Incident Request Types, rule-defined assignment to Agents, tracking of actions, clearance and return to service details, linking to Problem requests, auto-suggestion of escalation and resolution via Knowledge Base, with overview at all times. "

NetHelpDesk ITIL Compliance Team


Our product and company has developed over many years based on Customer feedback and requirements, so if there is another way you feel would help you in this area, feel free to speak with us about your ideas. We can usually add in new features quickly, and usually free of charge.

Just contact our team to discuss your requirements. If there are any features you would like to see added to our help desk software, just let us know. See our #ChallengeNHD Twitter campaign for more information.

Take a closer look at NetHelpDesk.

NetHelpDesk Demo

Our software is available on multiple platforms...

NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.

  • Windows Phone

    Windows Phone

  • Android

    Android

  • iPhone

    iPhone

  • BlackBerry

    BlackBerry

  • Tablets

    Tablets

  • Windows

    Windows

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