Our Software
Product Highlights
We have invested well over a year in the creation of this software. Our goal was to produce software that not only addressed critical functionality, but concealed underlying complexity and minimized configuration options from the user, stripping away the 'noise' and inconsistency. We think we have succeeded. For a full list of functional capability, please see our Product Data Sheet.
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Features |
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Incident Management
Powerful, flexible configuration of 'essentials' including:
- Unlimited number of Service Desks
- Incident Types, Primary and unlimited sub-types
- Each Type supports an option to pre-define Routing Order Assignments to specific Groups and/or Technicians
- User defined Priority levels
- Unlimited Notes and attachments
- Complete tracking of all events occurring in the application.
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People
Unlimited Desk Managers, Technician Groups, Tech Group Managers, and Technicians |
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Forms
Unique incident entry forms to allow you to customize which fields you want to include for each incident type and which of these are required. NestStep supports an unlimited number of form fields. |
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Notifications and Escalations
User-defined time based Escalation of incidents, customer requests and questions ensure a high level of response from the team. Escalations can be directed to the appropriate back-office staff, technicians, group members and managers. Transmission is via email. |
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Surveys
User defined questions and comments can be automatically sent. Designed for flexibility, you define when you want the surveys to be sent.
Secured email link to a portlet, allows customers to respond to your questions using the familiar 1-5 star rating.
Survey dashboards can reveal performance trends from the highest level, right down to individual questions.
Survey responses can be quickly viewed by clicking on the issue. |
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Knowledge Base
Several options are provided. Creation of the knowledge base using your own incident history. Letting the knowledge base grow based on real-life prior resolutions gives assistance based on past experiences. Publishing of links to your own internal reference documents is another convenient way to obtain relevant, local information on issues. Finally, connection through other knowledge base tools such as RightAnswers™. Any or all of these options provide a rich source of information, saving valuable time to incident resolution. Simple keyword search on the fly directly from the incident, gives the technician the most efficient assistance with commonly occurring incidents. |
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Reporting and Dashboards.
PDF reports and real-time dashboards integrated within the various areas of the application, always at hand. Tailor which you see and which you don't. Drill-down to the record level to expose detail. |
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Asset Management
Comprehensive asset lifecycle management, integrated with incident management, not a separate module. Assign assets to owners and locations, track complete event history and warranty details. Drill-down dashboard metrics give complete picture of your assets. Unlimited asset types.
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Ownership Assignment & Receipt acknowledgement
Manage laptop programs for students including loaners. Bar-scan assets for assignments and maintenance swaps. Electronic signature capture records drop-off and pick-up events. |
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Software License Tracking
Inventory, track and assign software licenses as needed. |
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Management Reporting
Out of the box PDF reports and dashboards reveal answers to key management questions such as
‘how many desktops are > 3 years old’, ‘how much did we spend on new servers last year’, etc. |
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Technology |
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We use Oracle 11G as the Database. |
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Flex is a free, open source framework for building highly interactive, expressive web applications that deploy consistently on all major browsers, desktops, and operating systems. It provides a modern, standards-based language and programming model that supports common design patterns. MXML, a declarative XML-based language, is used to describe UI layout and behaviors, and ActionScript™ 3, a powerful object-oriented programming language, is used to create client logic.
Go Here for more on Adobe Flex |
