Nilex Service Platform, NSP is a powerful tool to manage IT customer support, to keep track of incidents, requests, manage hardware inventory and software updates. All customer communication is collected in one, easily reviewable place. NSP is built in state of the art technology, it is web based and thus available for everyone having access to a web browser.
By using NSP you can register and keep track of tickets and tasks, hence using the companies Servicedesk optionally. Existing resources are used more effectively and unnecessary investments are avoided. Using the Knowledge base you can quickly attain solution to problems and this releases time and reduces costs avoiding standstills.
You can register different types of problems, so called tickets, and also solutions/actions. Thereby you successively build a knowledge base, in which you easily can search for information about different issues and see how a problem has been solved earlier, who handled the case, when the ticket was closed etc.
NSP is adaptable to different business areas using the advanced tools for configurations and settings. The system holds large possibilities to adjust functions and data objects, both change the existing and create new variants of ticket types, views and reports. By using roles and the permission system it is possible to set up accessibility and authority for different user and user types.
The system is mainly built on ITIL, the best practices for IT Service Management, considered as the international standard. ITIL describes the standard set of ticket types; requests, incidents, problem and changes, and the standard related properties and functions. ITIL also brings the basic structure of the Configuration Management system and several other functions. NSP provides the most commonly adopted ITIL processes set up and ready to use.
Nilex Service Platform is delivered in different product license versions, e g NileXpress®, NilexPro®, Nilex Social Media® and Nilex Enterprise® (Nilex Products). This manual is designed to describe the fully functioned system. If you found descriptions of functions in the manual that are not available in your NSP system, the reason can be that the function is not a part of the functionality your license is covering. Similarly there could be license limitation in e g number of forms or number of configuration items the system can hold. Furthermore the manual ambition is to describe functionality in the latest release of NSP. If you are not running the latest release you also maybe find description of functions that are changed or not yet included in your system.
This large possibilities to configure the NSP system will have the consequences that this manual not always describe the precise functions in a specific system. Settings, configuration and permissions makes menus, pages, forms and lists differ from the basic system handled in the manual. For example is the administrator able to add or remove fields in forms, columns in list and change the permissions so that a user is not able to change or delete an object although buttons and menus for the function are described in the manual.
There may be situations where you find the manual not corresponding to the system you are running. The manual has to be read as a general description of the function. If questions arises concerning functions and fields not described in the manual you primarily have to address those to your local administrator.