The Ni2 Support application is used to better serve customers, manage their requests and rapidly respond to their issues. It provides an environment to manage both service and resource incidents, problems, requests/orders, as well as their consequential tasks.  It also facilitates knowledge publishing.

The Ni2 Support application provides:

  • Service Desk: enables a single point of contact and lifecycle management of service issues and requests to their quick and effective resolutions. Helps to proactively and significantly reduce the time needed to resolve service incidents by taking into account the different services customers subscribe to and to visually convey the actual makeup of those services. Leverages the Service and Resource Inventory and CMDB capabilities to predict and calculate customer service impact based on the service models and topology information.
  • Resource Incident & Problem Management: enables the creation and lifecycle management of resource incidents and problems to their quick and effective resolutions. It also helps to proactively and significantly reduce the time needed to resolve resource issues by leveraging the Service and Resource Inventory, and CMDB capabilities to quickly pinpoint faulty resources, list impacted technical services and accurately determine customer service impact.

Service Support supports the following processes:

  • Incident Management
  • Problem Management
  • Service Request Management
  • Order Management
  • Task Management
  • Knowledge Management
  • Customer Management
  • Service Provider Management

 

There are three (3) ways of accessing the features and information depending on the user’s profile:

  1. Service Desk
  2. Self Service
  3. Support

 

The Service Desk helps your support agents in their work. They can enter customer reported incidents, service requests, service orders, do their follow-up, and more.  They benefit from tools such as watch lists, calendar, activities lists and can view their own work or that of their group. They can also review solutions and other information available to them via the Knowledge database.

Self Service provides access to your customer contact persons (or to your own non IT employees) so they can directly report incidents or submit requests, follow-up on the incidents or requests they have submitted and on their organization’s incidents, as well as get a view of the services their organization consumes/uses. The application functions are simplified and streamlined.

Support is used by technical agents reporting problems, following-up on the incidents, problems, service requests, tasks, document and publishing solutions or information in the knowledge database. It is also used by managers and team leads  to view consolidated information about the incidents, problems, service requests, service orders, and obtain reports which help them measure process performance.