Naverisk 2013 R1 Feature Summary

About Naverisk

Naverisk is a market leading “all in one” RMM and Service Desk platform allowing SMB focused IT service providers to automate IT service delivery and streamline back office business processes. 100% web based, natively mobile device friendly and differentiated by its simplicity, Naverisk is available via the Cloud or as an Onsite installation.

Naverisk partners can access a single web console to not only remotely monitor and manage their clients IT systems but also greatly simplify their IT businesses backend processes, such as recording client support agreements, tracking and measuring technician’s time, managing support tickets and billing.

Up and coming or new IT services company? Naverisk provides an easy to use, complete end to end solution to deliver IT services and run your IT business.

Larger or more established MSP? Naverisk offers powerful 2-way integrations to both Autotask and ConnectWise.

Naverisk - Make money • Deliver a complete and unique suite of Security Services at 2-300%+ margin to your clients “out of the box”. • Turn monitoring Tickets for devices under Break-Fix support agreements directly into sales! • Sell more fixed fee support contracts. Prove the value of your proactive monitoring services to your Break-Fix clients over time.

Naverisk - Save money • Naverisk is an “all in one” IT management platform - no more paying for and trying to integrate separate RMM and Service Desk systems! • Improve (double+) staff productivity & increase margin per customer through easy to use IT services automation. • Offer a complete Help Desk solution to your customers to capture and manage all support requests, including support emails.

Complete native cross platform support

Getting Started Videos: http://www.naverisk.com/resources.php

Table of Contents Remote Monitoring and Management ..................................................................................................................... 6

1.0 Remote Control .......................................................................................................................................................................................................................................... 6

2.0 Interactive User Chat ................................................................................................................................................................................................................................. 7

3.0 Remote Console and Frequently Used Command Cache .......................................................................................................................................................................... 8

4.0 File Explorer ............................................................................................................................................................................................................................................... 9

5.0 New Device Detected - Ticketing and Alerting ........................................................................................................................................................................................ 10

6.0 Device Management via Views and Groups ............................................................................................................................................................................................ 11

7.0 IT Services Automation ............................................................................................................................................................................................................................ 12

7.1 Via Scheduling. ..................................................................................................................................................................................................................................... 12

7. 2 Via Self-Remediation & Healing ........................................................................................................................................................................................................... 13

8.0 Patch Management, Microsoft and 3rd Party (Ninite) ............................................................................................................................................................................. 14

8.1 Manual update ..................................................................................................................................................................................................................................... 14

8.2 SLA based monitoring and update. ...................................................................................................................................................................................................... 15

8.3 Automated update. .............................................................................................................................................................................................................................. 16

9.0 Scripting and Application Deployment .................................................................................................................................................................................................... 17

10.0 Operating Systems Monitoring ................................................................................................................................................................................................................ 18

11.0 Application Monitoring via Roles ............................................................................................................................................................................................................. 19

12.0 Change Monitoring and Reporting .......................................................................................................................................................................................................... 20

13.0 Naverisk User Profiles and Access Controls ............................................................................................................................................................................................. 21

14.0 Naverisk User Activity Auditing and Reporting ........................................................................................................................................................................................ 22

15.0 Heads Up Display & Dashboards .............................................................................................................................................................................................................. 23

16.0 Naverisk Routine Store - Pre-Packaged IT Management Utilities ............................................................................................................................................................ 24

16.1 No more wasted time writing scripts to manage and monitor IT systems .......................................................................................................................................... 24

17.0 SNMP Device Management ..................................................................................................................................................................................................................... 25

18.0 Event Log Monitoring ............................................................................................................................................................................................................................... 26

19.0 “Master MSP” Support ............................................................................................................................................................................................................................. 27

Managed Security Services .................................................................................................................................... 28

1.0 Bitdefender Cloud - End Point Anti-Virus and Web Browsing Control ................................................................................................................................................... 28

2.0 Reflexion - Cloud based Email Security, Archiving and Disaster Recovery .............................................................................................................................................. 29

Service Desk, Time Tracking, Billing and the Client Support Portal .......................................................................... 30

1.0 Ticket and Alert Dashboard View ............................................................................................................................................................................................................ 31

2.0 “Out of the box” Best Practices Support Ticket Management ................................................................................................................................................................ 32

3.0 Support Ticket Workflow ......................................................................................................................................................................................................................... 33

3.1 Client Support Email --> Naverisk Support Ticket. ............................................................................................................................................................................... 33

3.2 Branded Tray Icon - Attach Screen Shot to Tray Icon Support Requests. ............................................................................................................................................ 34

3.3 Manual Tickets. .................................................................................................................................................................................................................................... 34

4.0 Email Alerts and Scheduling ..................................................................................................................................................................................................................... 35

5.0 Run IT Admin Tasks across Ticket Filters .................................................................................................................................................................................................. 36

6.0 Turn Tickets into Sales! ............................................................................................................................................................................................................................ 37

7.0 Time Tracking ........................................................................................................................................................................................................................................... 38

8.0 Manage Client Agreements ..................................................................................................................................................................................................................... 39

9.0 Billing and Invoicing ................................................................................................................................................................................................................................. 40

10.0 Client Support Portal ................................................................................................................................................................................................................................ 41

Asset and Inventory Management ......................................................................................................................... 42

1.0 Hardware Inventory Management .......................................................................................................................................................................................................... 43

2.0 Software License Management ............................................................................................................................................................................................................... 44

Smart Business Reports ......................................................................................................................................... 45

1.0 Automated Reporting via Scheduling ...................................................................................................................................................................................................... 46

2.0 Client Facing Reports - highlight value delivered, identify IT risk and generate revenue. ...................................................................................................................... 47

3.0 Backup and Anti-Virus Management and Reporting ............................................................................................................................................................................... 48

4.0 Business Reporting – keeping your finger on the pulse of your business ............................................................................................................................................... 49

Autotask and Connectwise PSA – Complete “2 way” Integrations .......................................................................... 50

Community ........................................................................................................................................................... 50

Remote Monitoring and Management

1.0 Remote Control Naverisk has easy to use and secure “no VPN required” remote access to your managed devices from anywhere in the world. Remote Control multiple devices simultaneously, either through an interactive user session (VNC based) or silently in the background (RDP based). Maintain your customer’s privacy and security with multiple levels of Remote Control access permission management. Remote Control auditing and reporting demonstrates the time and effort spent supporting your customers IT systems and allows for billing for all remote support activities.

2.0 Interactive User Chat Deliver an outstanding support experience with the Naverisk interactive Chat capabilities. Multiple support technicians can conference on a single user Chat session to collaborate on and further optimize support delivery. Entire Chat sessions can be captured as a Ticket for billing purposes.

Workflow example: Technician Bob is out of the office, a Naverisk email Alert arrives on Bob’s phone. The CEO of a client under an AYCE “Gold Total Care” Agreement has sent an email to support@BobsITcompany.com. This email has automatically created a Support Ticket in Naverisk and Bob is on the recipient list of Alerts for this client. Bob quickly opens up a web browser and starts a Chat session with the CEO. Bob resolves the issue via the Naverisk web console and sends a follow up email to the client quoting the Support Ticket reference, this email is automatically appended to the Support Ticket for reporting (or billing, for Break- Fix clients).

3.0 Remote Console and Frequently Used Command Cache Access remote device Command line and PowerShell consoles through the Naverisk web interface to quickly diagnose and resolve issues silently in the background. Build a Cache of frequently used commands to optimize remote support activities.

4.0 File Explorer Naverisk supports the remote browsing of managed devices local files, including the ability to send and receive one or more files.

5.0 New Device Detected - Ticketing and Alerting When a new device is added to one of your clients networks the Naverisk agent is automatically installed via Active Directory integration. Naverisk will raise an Availability (SLA Class) – Information (SLA Status) Ticket and optionally send an email Alert. Increase your per device management fee for the site if under a fixed fee (AYCE) support agreement, or run a report on the health of the new device and sell remediation (bringing Anti-Virus, Microsoft/3rd party patching up-to-date, etc.) for devices under break fix agreements.

6.0 Device Management via Views and Groups Easily create and save groups of devices with one or two clicks and run IT management tasks. Example:

1. Create and save a View: “All Windows SBS2003 Servers at all clients’ sites” PLUS “Agreement = Gold AYCE Support”.

2. Apply Task to Filter: Schedule “Windows SBS2003 Health Script” (a recurring Task to ensure the on-going health of all Windows SBS2003 under management)

7.0 IT Services Automation 7.1 Via Scheduling. Via an easy to use calendar view, create and manage automated support and maintenance activities via the Naverisk Scheduler. Such as;

Software patch installation (Microsoft and 3rd party)

Emailing Reports (Custom or out of the box) to clients and your internal team

Run maintenance tasks, health scripts, install/removal software, manage AV updates, etc.

Scheduled shutdown of workstations at night/weekends (offer the benefits of Power Management to your customers).

7. 2 Via Self-Remediation & Healing. Naverisk can automatically respond to incidents. E.g. automatically restart failed services on a device a number of times before

raising a Ticket.

8.0 Patch Management, Microsoft and 3rd Party (Ninite) Naverisk offers two distinct, but complimentary, approaches to Patch Management to ensure our partners have a solution that best fits their business requirements. Integration with Ninite provides comprehensive 3rd party patching across ~90 different software vendors.

1. Managed Services customers - Full automation via the Job Scheduler

2. Break-Fix customers - Security Tickets contain customer facing reports that will highlight the value of your RMM services and generate more revenue!

8.1 Manual update. Apply one or more missing patches to a single device via Device Manager.

8.2 SLA based monitoring and update. An SLA Ticket (Security Warning / Threat / Failure) will be raised for a client if missing security patches exceed the clients SLA Threshold (patch age in number of days). The Patching Tab supports the bulk application of patches across a customer’s site via a one click. Apply a patch to several low priority devices before manually (or automatically via the Job Scheduler) updating them all.

8.3 Automated update. Naverisk supports automated “set and forget” Patch Management via the Naverisk Scheduler. Automation example; All patches [Updates, Update Rollups, Critical] will be automatically installed on all Windows Workstations [XP, Vista and Win7] at selected [Locations] every Monday at 10.30pm, for a particular client.

9.0 Scripting and Application Deployment Create, store and run Batch, VBS and PowerShell scripts globally across your managed devices immediately, or via the Naverisk Scheduler. Create Script Packs to deploy applications across multiple devices. Leverage optional local site “Network Controllers” to optimize large package deployments over low bandwidth networks.

10.0 Operating Systems Monitoring View and monitor the real time performance, security, availability and configuration of managed devices. Email based alerts and escalations can be sent to staff across all areas of the business based upon monitored thresholds being exceeded, availability exceptions occurring or an incident response SLA being threatened. Pre-configured and editable “Out of the box” monitoring templates provide for quick and easy Operating Systems monitoring and management.

11.0 Application Monitoring via Roles Pre-configured and editable “Out of the box” Roles accessed via the Routine Store provide for quick and easy monitoring, deployment and management of any 3rd party applications.

12.0 Change Monitoring and Reporting Report and search on all changes made on a per Device basis, or across groups of Devices via reporting, to assist in fault diagnoses and remediation.

13.0 Naverisk User Profiles and Access Controls

The ability to control access rights to all or certain components of the Naverisk platform, including Reporting.

14.0 Naverisk User Activity Auditing and Reporting

Comprehensive monitoring and reporting on all tasks and activities carried out by Naverisk Users on a Device, or across groups of Devices.

15.0 Heads Up Display & Dashboards Utilize custom Views across both Device and Tickets to easily identify priority Tickets or critical IT system issues. Simply create a Dashboard User (for example), create a custom View, filtered across Tickets or Devices and set this as the default Start Tab for this User. Controls over console time outs and sound alerting are included. Commonly used Views;

NOC or Heads Up Display on a large screen, easily identifying priority Support and Monitoring Tickets.

Technician views, showing all Open Tickets Assigned to a Naverisk User

16.0 Naverisk Routine Store - Pre-Packaged IT Management Utilities The Naverisk Routine Store is an online repository of pre-packaged IT management utilities (Scripts and Roles) to make managing IT systems with Naverisk a breeze. 16.1 No more wasted time writing scripts to manage and monitor IT systems - simply select the Routine that you need and download to your Naverisk installation. Routines cover IT management automation, such as managing Anti-Virus and Backup systems, Reporting on missing 3rd party patches, deploying missing 3rd party patches, deploying software, etc.

The Naverisk community are continually creating useful IT management Scripts and Roles to further automate their IT service delivery. In the spirit of the community these scripts can be uploaded into the Naverisk Community script library. Other Scripting Resources offers easy access to Microsoft and other useful scripting libraries.

17.0 SNMP Device Management Discover SNMP enabled devices on your client’s networks from any device running the Naverisk SNMP package. One click adds a discovered SNMP device as a Managed Device. Easily setup “agentless” monitoring via the Naverisk web console and capture, report and manage exceptions. The Naverisk SNMP monitoring engine discovers, monitors, alerts and supports reporting for any SNMP enabled device, including VMware hosts, printers, etc.

Agentless monitoring examples: Windows devices, VMware hosts, Linux servers, RAID cards, Printers (low toner, etc.), Routers, Switches, etc.

18.0 Event Log Monitoring The Naverisk Event Log Monitoring supports granular Windows Event Log monitoring. View and filter Windows Event Logs remotely on managed devices via the Naverisk console. Create custom monitoring in OS templates and Roles that raise Tickets and send Alerts based upon Windows Event Log Entries.

19.0 “Master MSP” Support Offer access to your fully branded Cloud based IT management platform to your partners or customers, whether they are “downstream” MSP’s or internal IT administrators

or corporate IT personnel.

Managed Security Services Turn a low profit “Anti-Virus only” sale into a 2-300%+ margin opportunity.

Win new business by highlighting the security holes in your competitors “Anti-Virus only” offerings.

1.0 Bitdefender Cloud - End Point Anti-Virus and Web Browsing Control Deploy, monitor and report upon the Bitdefender End Point Anti-Virus via the Naverisk platform. Access the Bitdefender Cloud console from within the Naverisk dashboard for more advanced security configurations and policies. Not only is Bitdefender independently rated a true marker leader in Anti-Virus, but the End Point includes the ability to control your clients users web browsing.

”Bitdefender®, the award-winning provider of innovative antivirus solutions, became the first company ever to win comparative testing by independent analyst organization AV-TEST five times in a single year. Rigorous testing in March and April gave Bitdefender Internet Security 2012 17 points, placing it ahead of all 21 other antivirus products tested. This is the fifth AV-TEST win for Bitdefender in the past 12 months, further cementing the company’s lead as the world’s best antivirus provider”.

2.0 Reflexion - Cloud based Email Security, Archiving and Disaster Recovery Create new annuity revenues with integrated Cloud based Email Security. Simply direct your clients email to the geographically distributed Reflexion Cloud Email Security systems to ensure harmful Spam and Viruses are blocked before they enter your client’s networks. Demonstrate the value you provide to your clients with full reporting on email management statistics.

Service Desk, Time Tracking, Billing and the Client Support Portal

Capture, organize and prioritize your clients support requests with Naverisk to ensure you deliver a quality service, add time to Tickets to streamline end of month billing processes and uncover valuable business information.

Client Support Portal. Take your IT support offerings to the next level, differentiate your services and strengthen your client relationships with a “your brand” Cloud Based IT Support Portal.

Capture 100% of your clients support requests. Naverisk can automatically convert all support emails, Chat sessions & Tray Icon support requests into Tickets.

Break Fix Clients - capture and maximise billable time. Business owners and managers can access reports showing the amount of time being entered by the Technicians to;

Ensure all Break Fix time is being billed out (!).

Check % of time entered versus billable time for Break Fix clients.

Ensure all time is being accounted for, to identify underutilized staff.

Identify how long specific tasks are taking versus budget.

Managed services / Fixed Fee support clients - measure and maximise profitability. Business owners and managers can access reports showing the amount of time being entered by the Technicians to;

Check contracted value versus actual time and cost of supporting client sites.

Check contracted value versus actual time and cost of supporting specific devices.

Useful business reporting. Run “out of the box” reports to uncover valuable business information, some examples;

Technician efficiency and profitability.

Identify which clients are most profitable.

1.0 Ticket and Alert Dashboard View

Naverisk Ticket types;

1. Support Tickets. Manage all support requests from customers through to billing via Alert -> Invoice workflows. 2. SLA Tickets. Device Performance, Availability, Security, Windows Events, Backup failures, Anti-Virus out of date, etc. 3. Information Ticket. Scheduled Job completion or other non-critical events. 4. Sales Tickets. Convert any Ticket directly into an email based quote via one click and manage sales opportunities via workflows!

Tickets are raised based upon monitoring thresholds, issues and customer support requests. Workflow allows for the prioritization, scheduling, classification and assignment of Tickets to technical resources, whether yourself, colleagues, or downstream partners to ensure all issues are responded to and managed through to closure.

2.0 “Out of the box” Best Practices Support Ticket Management Easily respond to, prioritize and schedule Support Tickets with “out of the box” job management categories. Quickly assign jobs to technicians, set a scheduled date/time and manage jobs through to completion and billing.

3.0 Support Ticket Workflow Automate the management of your clients support requests with Naverisk via a complete support request management solution.

1. Client support Email request –> Naverisk Ticket. 2. Branded Tray Icon –> your clients can request support via the “your brand” Tray Icon and attach a screen shot to further simplify the suport process. 3. Manual Ticket –> easily create new Support Tickets manually in the Ticket console.

3.1 Client Support Email --> Naverisk Support Ticket. Naverisk captures complete email conversations in Tickets for billing (for your Break Fix clients) or reporting (for

your managed services clients) via an out of the box workflow solution.

3.2 Branded Tray Icon - Attach Screen Shot to Tray Icon Support Requests. Greatly simplify how your clients request support and how efficiently your Technicians respond as “a picture speaks a thousand words”. Each device that has a Naverisk agent installed has a fully brandable Tray Icon, allowing you to deploy a “your brand” Tray Icon on each managed device. Tickets raised via the Tray Icon can be routed to;

The Naverisk Ticket Console.

A 3rd party PSA or Service Desk platform.

A support email address.

An external website.

3.3 Manual Tickets. Quickly and easily add new Tickets when your clients phone in via the Naverisk web dashboard.

4.0 Email Alerts and Scheduling Naverisk can send email based alerts to groups of users upon certain conditions. Use Escalation Alerting to warn of Tickets not being responded to (Assigned) in a timely manner or critical events not being addressed appropriately. Naverisk provides easy to use “plain English” Alert Scheduling to control email Alerting. Eliminate email Alerting “noise” during busy Backup periods, periodic system restarts, etc.

5.0 Run IT Admin Tasks across Ticket Filters Filters allow for granular isolation of Tickets by Client, Assigned User, OS type, SLA Class, SLA Status and individual Components (disk space, Ram, CPU, etc.) and support the ability to resolve issues across large numbers of devices, either in real-time (via a Script Pack) or as a Scheduled Job. In the following example Tickets have been filtered by Workstations under a Gold Support Agreement that have low disk space. A Script Pack can be run to clean up Disk space in real time, or a Scheduled Job created to run a later date.

6.0 Turn Tickets into Sales! Increase revenues by creating quotes from any SLA or Support Ticket. Naverisk Sales Tickets include an option to email a quote to your customer, all via one click. Track Sales opportunities through to Closure for billing. A configurable email template supports the use of custom sales messages.

Workflow example - A Monitoring Ticket is raised indicating low toner in a printer under a Break-Fix support Agreement. 1. Create a Sales Ticket and send a quote (via “one click”) to the client point of contact, outlining the cost to replace the toner. 2. Upon quote acceptance, replace the toner. Ticket Notes are used for billing and reporting purposes.

7.0 Time Tracking Naverisk incorporates a complete Billing and Time Tracking capability. Technicians can add Notes, Time and Expenses to Tickets to support time tracking and billing processes.

8.0 Manage Client Agreements Naverisk delivers the ability to record support Agreements for all clients under management. Agreements can be assigned to groups of devices to allow issues to be addressed in accordance with the current Agreement with the client.

Workflow example 1 - A Monitoring Ticket is raised for a device under a Break-Fix Agreement. 1. Create a Sales Ticket and send a quote (via “one click”) to the client point of contact, outlining the problem and cost to resolve. 2. Upon quote acceptance, address the issue. Ticket Notes are used for billing and reporting purposes.

Workflow example 2 - A Monitoring Ticket is raised for a device under a “Gold Total Care” Agreement.

1. Address the issue as a top priority - Ticket Notes are used for reporting purposes.

9.0 Billing and Invoicing Slash end of month invoicing time. Naverisk provides professionally formatted invoicing job sheets detailing exactly what services have been supplied, when, by whom and under what support agreement. Billing reports are available in PDF, HTML, Xls, Word and CSV formats to support importation into third party financial systems.

10.0 Client Support Portal Nominated staff at your client sites can login to your “Cloud based IT Support Portal” to view and manage;

1. Support Tickets 2. IT assets under management 3. IT related documentation.

Asset and Inventory Management

Add more value to your customers by offering Asset Management services “out of the box” with Naverisk. Maximise your sales opportunities by tracking and reporting on date of purchase, warranty, lease expiry across all of your customers. Bulk importation of Asset information makes offering Asset Management services easy!

1.0 Hardware Inventory Management Naverisk allows you to maintain an up-to-date view of the hardware and software assets in use across an organisation. Track software installation dates, locations and managed device hardware configurations.

2.0 Software License Management Monitor and report upon the software licensing status across all managed devices for all customers. Software installation dates, versions and location information is available through the Naverisk web console.

Smart Business Reports

Naverisk provides a truly powerful and differentiating reporting solution. Deliver meaningful reports that outline the value you are providing as the trusted provider of IT services to your clients. Not only report on IT systems health and status but also incident response levels by severity and sales opportunities. All Reports are available in HTML, PDF, Excel, RTF, Word, or CSV formats.

1.0 Automated Reporting via Scheduling.

All Naverisk reports can be scheduled to be automatically sent out via email in a variety of formats, PDF, HTML, RTF (Word), CSV, Excel.

2.0 Client Facing Reports - highlight value delivered, identify IT risk and generate revenue.

Demonstrate the value you deliver as the trusted provider of IT management services for your Fixed Fee/AYCE clients OR highlight IT issues for resolution under a Time & Materials arrangement for clients not under managed services contracts.

3.0 Backup and Anti-Virus Management and Reporting

Monitor, manage and report on Backup and Anti-Virus systems through Naverisk Templates and Roles. If the Backup or Anti-Virus products you use are not supported “out of the box”, the Naverisk support team will work with you on the creation of custom monitoring and management scripts and Templates, as required, to ensure these critical systems are managed appropriately.

4.0 Business Reporting – keeping your finger on the pulse of your business Access meaningful business information “out of the box” to help increase your profitability and overall client satisfaction. Optimize billing and service delivery to lower your costs. Have periodic HTML based business reports automatically sent to your mailbox.

Autotask and Connectwise PSA – Complete “2 way” Integrations Naverisk supports full 2-way integration into both Autotask and Connectwise PSA platforms and also support integration into proprietary Service Desk systems. Naverisk partners utilizing Connectwise or Autotask can now realize a complete Alert → Invoice IT services automation workflow.

Community

Access the Naverisk community user groups and online best practice guides for IT systems management with the Naverisk platform.