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Service
Desk Software
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 Novo
Solutions Service Desk version 4.5 supports the
implementation of ITIL best practices within IT Service
and Support organizations. By embracing the core ITIL
disciplines, The Novo Service Desk Software empowers you to align
processes and increase efficiencies with functions such as
Incident Management, Problem Management, Change Management
and Configuration Management. Flexible templates allow you
to customize multiple forms which serve as the entry point
for incidents, problems or change requests. Associate these forms to Configuration Items (including machine life
history details) as needed.
The Novo Service Desk software has also been used by many of our
clients to assist them in reaching other IT compliance goals such as Sarbanes-Oxley.
 Novo
Service Desk empowers you to:
- Increase end user/customer accessibility to
incident & problem resolutions with a single
point of contact (what ITIL calls SPOC).
- Configure your service desk to allow for a
combination of skill levels (Support Tiers), or to
support multiple internal Business Groups:
- IT Service Desk
- Other IT Teams (ie Development, Testing, Server
Team, etc)
- Human Resources
- Accounting
- Facilities / Maintenance
- Structure your service desk for a variety of
support models:
- Centralized - responses handled from a single
group/team
- Distributed - responses handled from multiple
groups/teams
- Virtual - responses handled from multiple
locations.
- Empower Your Management with commanding
administrator tools.
- Admin Dashboard - fully customizable
portal dashboard for at-a-glance viewing of lists
and management reports.
- Metrics On Demand Reporting- configure
drill down charts & graphs using built-in
reports, or create your own.
- Create Detailed Reports for internal
managers or customers using Novo's Custom Report
Builder. A 5-step wizard walks you through a
simple process allowing the ability to define the
various tables and fields you wish to extract data
from. Name each report and Build "Report
Families" to allow for easy access to routine
reporting functions. Easily print or export data
from any report to MS Excel.
Learn more about how the Novo Service Desk Software handles
common processes:
Incident
Management
Problem Management
Change
Management
Configuration
Management
| * Note. The
Novo Service Desk software box is graphical and doesn't represent actual packaging. The Novo
Service Desk is distributed electronically with licensure. |
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