NT3 - Trouble Ticketing Tool

Operate your services with reduced costs and increased customer satisfaction

Trouble Ticketing Tool

Overview

It adapts to the needs of digital businesses (infrastructure or application service providers, software, telecom) to manage multiple customers, contracts and SLAs

Designed by experienced IT service professionals, it has been created to manage the complexity of shared infrastructures. It gives you the ability to analyze the impact of an incident or a change on the various services and contracts that you have to fulfil.

It is at the heart of operational activities for service centers. By establishing a single repository shared by all teams, it allows you to define offerings that can fit each customer.

It offers the ability to synchronize a central control center with several remote customer instances so to provide them a custom local solution linked with your operations.


Key Features

Customizable NT3

A shared referential, from the electrical outlet to the business solution, the NT3 is the tool to control the technical, organizational and human environment.

Customizable Workflow

The life cycle of the tickets or the list of tasks to perform for the achievement of a process can be set to fit each organization.

Guidelines

Each member of the IT team can define their control screens with the information that is relevant to them.

Helpdesk

For the daily management of service provision activities. Multi-level, multi teams, in-house or externally.

User Portal

Gives users a simple way to formulate intervention requests and to follow progress.

Change management

To track all changes to the SI, from a simple routine patch to the start of production. A CAB reference to present the schedule, anticipate the impact and prepare users

Problem Management

To avoid repetition of incidents, the problem management module is the analysts' tool, contributing to the pool of knowledge for common mistakes.

Incident Management

Incident monitoring, link with SI components, cascading resolution and information of all users involved.

Self-handling

Users can search the knowledge base or set of FAQs to solve the most common cases.