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ITIL Problem 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 Problem Management, where everyday incident requests are escalated to problems, with a multitude of steps and actions within your organisation needs tracking.

NetHelpDesk has been developed in-line with the ITIL Best Practice Framework, and has been verified in Problem Management for IT Service Management (ITSM). A key aim of any good help desk is to search for root causes to incidents, reduce their effects, and minimise recurrance and resolution times in the future.

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.

"Problem management aims to resolve the root causes of incidents and thus to minimise the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors."

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

"From multiple Problem Request Types, rule-defined assignment to Agents, tracking of actions, clearance and return to service details, linking to unlimited incident requests, auto-prompt to add or update 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.

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