How NSP 12 supports ITIL 4 and agile case management.
Learn more about ITIL incident management
NSP 12 marks a new era for Nilex and offers powerful tools to support and streamline ITIL 4 processes. The platform combines agile case management, advanced integrations, improved user experience and digital signing to create a comprehensive solution for IT organisations. With NSP 12, IT managers, business developers and project managers get a solution that supports several key ITIL 4 processes. The platform enables the digitisation and improvement of business processes, leading to more efficient workflows, happier users and lower IT costs.
How NSP 12 supports ITIL 4
Incident Management
- Quick overview and categorisation of incidents via Kanban boards.
- Improved cooperation in major incidents with the help of kanban.
- Automatic rules for case distribution and prioritisation.
- Integration with external systems via Nilex Connectors for efficient handling of major incidents affecting NIS2, Dora and GDPR.
Problem Management
- Kanban boards provide an overview and control of problem cases and their status.
- Traceability and history in case management make it easy to identify recurring problems and measures.
Service desk
- Omnichannel support: Handling cases from email, telephone, chat and social media
- Knowledge base and FAQ for faster resolution of recurring questions.
- Automated flows and integrations via Nilex Connectors.
How NSP 12 supports ITIL 4
Service Request Management
- Nilex digital signing enables secure and traceable order management.
- With digital signing, you can require the user to confirm receipt of equipment as a final step in the service request workflow.
- Service Wizard with our multi-step forms simplifies and improves the user experience when placing orders.
Event Management
- NSP 12 supports administrators when working to identify and categorise events.
- Manual checks of events can be quality assured using our digital signature solution. The technician can use their signature to verify that they have performed a manual check of a system or server.
- Nilex Connectors enables monitoring and automated handling of events from different systems.
- Proactive identification of deviations and automatic measures reduce the risk of operational disruptions.
AI, automation & UX
NSP 12 is continuously being developed with a focus on AI, automation and user experience.
Right now, we are focusing on the following areas
- AI and case management: As part of our AI strategy, our AI assistant will help case workers prioritise cases more quickly.
- Configurable AI. Select the AI model that best suits each specific task.
- Nilex Virtual Agent is a smart chatbot. It is available 24/7 and helps answer questions from your users in the self-service portal. This relieves the support team so they can focus on complex issues and provide an even better service experience.
- Increased focus on UX and user experience.
NSP 12 provides organisations with modern and cost-effective support for ITIL 4 processes. With features such as digital signing, guided multi-step forms with our Service Wizard, kanban boards and Nilex Connectors for integrations, we offer a platform that simplifies, streamlines and automates IT service management.
