The IT ServiceDesk from Netzlink. ITIL-compliant and certified to DIN EN ISO 9001:2008

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1 The IT ServiceDesk from Netzlink ITIL-compliant and certified to DIN EN ISO 9001:2008

2 P RODUCT I NFORMATION HELPLINK Basic module Highest reliability and competence the DIN EN ISO 9001:2008-certified ServiceDesk HELPLINK ensures smooth IT operation in the company. With comprehensive support services and optionally available modules, Netzlink provides exactly the level of commitment and expertise that companies need to run complex and distributed IT infrastructures. Made to measure: Modular IT service contract The fastest response times and our broad range of skills result in the greatest possible security for our customers. Flexible IT service structures allow both industry-specific and customer support. Up to date: HELPLINK as Cloudservice As a dedicated Cloudservice, HELPLINK can also be booked as a complete system. The integration of your own support forces is of course possible. Services of the HELPLINK basic module Technical expertise from 6am to 6pm Calls taken in German or English Response time: next working day Support for the products of market-leading manufacturers in the technology areas of clients, server, storage, network terminal environments, firewall, data backup,... Support by partnering with the leading manufacturers such as IBM, Lenovo, Cisco, Hewlett Packard, Microsoft, Red Hat, VMware, Citrix, Symantec... Scalable using extension modules Low monthly costs Central IT service desk Unified service processes based on ITIL V3 Certified to DIN EN ISO 9001:2008 Data protection under German law (BDSG) Bilingual (German / English) Ticket system and ticket management dashboard Browser-based (HTTPS encrypted) SLAs from next business day up to 24x7x2 Hour quotas with monthly billing, without loss of unused hours Up-to-the-minute accounting of job performance and periodic status reports HELPLINK SLA modules Depending on need, Service Level Agreements can be agreed and adapted in the current contract: SLA Availability Response time 5x12x4 on weekdays, 6am-6pm 4 hours 5x12x2 on weekdays, 6am-6pm 2 hours 6x12x2 weekdays and 2 hours Saturdays, 6am-6pm 7x24x8 round the clock 8 hours 7x24x4 round the clock 4 hours 7x24x2 round the clock 2 hours

3 HELPLINK Admin Regular tasks HELPLINK Admin is an extension to the basic module of the certified HELPMANN LINK service desk. It offers customers the possibility to have regular tasks in the area of maintenance and system administration carried out by our IT specialists. Regularly and reliably Agreed tasks are performed at defined daily, weekly, monthly, or quarterly times. Examples of regular work are: Reviewing and installing updates, validating backups, periodic analysis of log files, performance checks, database administration and much more... Simple and efficient HELPLINK Admin enables selective outsourcing of complex, costly, and recurring administration work by our team of certified specialists. HELPLINK Admin is only available in conjunction with the basic module. Services from HELPLINK Admin Times by appointment, around the clock Implementation of regular recurring administration tasks Customer-specific definition of tasks Flexible adaptation Access to specialist team No investment or licensing costs Transparent and fair Customized contract drafting Costs according to agreed expenditure Andreas Wienhusen IT Service Manager The IT Infrastructure Library (ITIL) is an international standard that describes successful procedures in IT service management. The HELPLINK service desk relies on this approved library of IT processes and definitions. With the help of ITIL, a precise and consistent communication with customers and partners is ensured. In addition, this allows an accurate measurement of quality and a continuous improvement process. ITIL V3

4 P RODUCT I NFORMATION HELPLINK Work Variable hour quotas IT systems are complex and it is not always possible to plan or even predict all the work that may have to be done. For this reason, HELPLINK Work offers, as a supplementary module of the HELPLINK service desk, the flexible possibility to have IT specialists for systems administration and support on call and to request them based on individually agreed hourly quotas. Flexible and fast The request for the hourly quota is straightforward and is not formalized. We arrange for when and how it needs to be done depending on the task, and our specialists are available at the appropriate time on-site or remotely. We customize the quotas in ongoing operations jointly, quickly and without a lot of bureaucracy. Simple and fair All work to fix errors is booked against the hour quota. Hour quotas not requested retain their validity and can be used beyond the turn of the year. Services from HELPLINK Work Customization Fast access to IT professionals Access to specialist team according to SLA No investment or licensing costs Transparent, flexible and fair Costs according to agreed volumes Unused hours do not expire at the end of the year HELPLINK Work is available only in conjunction with the basic module. Dennis Marks responsable for Quality management and Controlling Quality management

5 HELPLINK AutoAlert System monitoring and alerting IT systems are becoming increasingly important for a company s own business model. Downtimes impact the reputation of the company just negatively as the operating results. Here is where HELPLINK AutoAlert applies. It offers an automated monitoring of your IT landscape and so significantly increases IT operating safety. For all requirements HELPLINK AutoAlert System: Initial monitoring from the first IT system HELPLINK AutoAlert Solution: preconfigured server image for customer systems HELPLINK AutoAlert Appliance: preconfigured rack appliance with GSM module HELPLINK AutoAlert Dure: autonomous solution in IP64 housing with UPS and GSM module Services from HELPLINK AutoAlert Continuous system monitoring Flexible adaptation Prompt automated failure notification Fastest response times Access to specialist team according to SLA AlertToCall function Installation time: approx. 1 day No investment or licensing costs Act, don t react Thanks to the active 24-hour monitoring, errors are detected early and handled automatically. Our HELPLINK team is alerted and takes appropriate measures. HELPLINK AutoAlert is available as a standalone module. As a company grows, it becomes increasingly important to structure workflows and to standardize. To ensure efficient IT services, clear responsibilities and precisely defined problem-solving processes are necessary. Last but not least, schooling new employees in the processes is considerably facilitated. Standardized processes according to ITIL reduce the processing times and boost the quality of IT services. Netzlink Informationstechnik GmbH ensures these standards are in place through continuing education of employees and regular recertification according to DIN EN ISO 9001:2008. Customized contract drafting Costs AutoAlert System flat fee, monthly per system AutoAlert Solution, Appliance, Dure flat fee, monthly per site

6 P RODUCT I NFORMATION HELPLINK AutoAsset Asset management IT systems are becoming increasingly complex; accordingly, it is more difficult to keep an overview of them, in particular in the event of a fault. HELPLINK AutoAsset is an IT service solution that allows an automated inventory of an IT landscape. It delivers an accurate overview of the inventory of installed hardware, operating systems, applications, and a real-time management dashboard for an immediate overview. An ITIL-compliant, automated transfer of inventory data can be set up in a Configuration Management Database (CMDB). Services from HELPLINK AutoAsset Automated inventory of IT systems CMDB integration Referencing of tickets to configuration items Intuitive front-end No investment or licensing cost Structure and transparency Connecting the Configuration Management Database with the HELPLINK basic module makes up-to-date information about all configuration items (assets) available at any time. In addition, exact inventory surveys of hardand software are available at any time. Customized contract drafting Costs Any number of IT systems desired, flat rate per month per site Information in context is knowledge HELPLINK AutoAsset reports on the individual configuration items and makes available all activities via a single, clearly laid out dashboard in real time. In addition, it also offers the management and history of all maintenance actions and established practices. Our team of specialists can thus deal with the issues efficiently and all systems are quickly back up and running. HELPLINK AutoAsset is available as a standalone module. Michael Frerking coordinates and monitors the Implementation and development of all data protection measures. Data protection plays a role not only in the visibility of a company. We attach great importance, with respect to customers and business partners, to meticulous compliance with the applicable regulations and laws. From the outset, the development of services was overseen by the external operational data protection supervisor Dr. Bettina Kähler.

7 HELPLINK Call24 Taking calls with HELPLINK Call24, Netzlink provides a professional 24 hour service desk in English. With HELPLINK Call24, faults can be submitted at any time of day or night 365 days of the year, and registered faults followed up on and escalated. The IT professionals of the HELPLINK Call24 desks carry out the exact recording of a fault, determine the criticality and create the first technical analysis for the subsequent troubleshooting. In person and without pause HELPLINK Call24 can be booked as an extension of the HELPLINK IT service contract or as a stand-alone with additional client options. HELPLINK Call24 is offered in English only. Perfect for companies active internationally HELPLINK Call24 provides the complete service solution for international companies in particular, to get quick help in case of trouble at any time and at any place. Services from HELPLINK Call24 Reachable 24/7 Calls taken in person by experienced IT professionals in English Accurate recording of a fault Determining of the criticality Drawing up the first technical analysis Customized contract drafting Low monthly costs HELPLINK 1stLevel Data Protection Enforcing and maintaining data protection rank among the company s strategic areas. To achieve this, measures to comply with data security requirements, pursuant to 9 BDSG, were set out. Netzlink takes its cue from the so-called Additional guidance on best practices of the Sopot memorandum of April 24, Services Support for resolving errors in client environments The ticket processing varies according to the agreed SLA module Prompt debugging; by telephone or by remote maintenance No limits on users and devices Costs HELPLINK 1stLevel can be booked in conjunction with the basic module. Billing will be according to: Number of end users Number of desktop clients Number of mobile clients

8 Kontakt Netzlink Informationstechnik GmbH Heinrich-Büssing-Ring 42 D Braunschweig Tel Fax Alle Fotos: fotolia und Netzlink Informationstechnik GmbH

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