DECEMBER 2014

Celebrating 25 years of

WINTER EDITION DECEMBER 2014

WE ARE CELEBRATING 25 YEARS OF SOFTWARE INNOVATION

As I welcome you to the Winter instalment of NetSupport News, I can’t help reflecting on how fast 2014 seems to have flown by – but as you’ll read on the following pages, this is surely a sign that it has been another busy year of exciting developments in the NetSupport range!

Of course, 2014 saw us kick off our 25th anniversary celebrations and we have enjoyed sharing this milestone with you in many different ways over the past few months. Our social media channels have proved their versatility in enabling us to launch some very special birthday competitions and promotions. The Facebook age gives us the perfect medium to engage and interact instantly with our wonderful customers and partners, and we’ve received some great feedback in response to our competitions this year. Stay tuned for more chances to win in coming months!

Visitors to our YouTube page and websites will have also noticed our new entertaining and informative product videos; these have been getting plenty of hits.

On the product development front, while our flagship remote control (NetSupport Manager) and classroom management solutions (NetSupport School) continue to raise the bar in their specific genres, it was two more of our complementary offerings that took centre stage in the Autumn (with the launch of NetSupport ServiceDesk 5 and NetSupport Notify 3); solutions that are proving increasingly popular across the government, business and education sectors.

I hope you enjoy reading more about the past six months’ activities and I would like to wish you all a Happy Christmas and a peaceful New Year.

Al Kingsley Group Managing Director

IN THIS ISSUE:

The latest version of NetSupport ServiceDesk NetSupport on the road Version 5 is now available Check out our 2014/2015 Exhibitions read more... read more...

NetSupport News Successful Business Continuity test days All our latest news from around the world The latest news from NetSupport BC read more... read more...

See the latest updates to NetSupport School The latest version of NetSupport Notify All new enhancements Version 3 is now available read more... read more...

Doing our bit for charity Season’s Greetings NetSupport gets involved with fundraisng From all the team at NetSupport read more... read more...

www.netsupportsoftware.com DECEMBER 2014

Tameside College Quick out of the blocks to implement the new version was Tameside College, based in Ashton-under-Lyne, Greater Manchester, which has found that introducing an effective helpdesk and incident management solution doesn’t have to be a complex or costly business.

Easily integrated into its existing infrastructure, NetSupport ServiceDesk has certainly eased the daily support burden on the College’s IT team. With clearly defined ownership and service level tracking of each logged incident, college staff can now rest assured that their issues will be dealt with in an efficient and timely manner.

NetSupport Service Desk X Home Admin Reports Lists

Incident EN English Change Search Problem Open Preferences View All Home Mail Center Change Request New Solution My Details My Summary RC Options Logout General Solutions My Details Low Priority Incidents With its handy self-service portal encouraging users to search for solutions before they contact the support

Medium Priority Incidents

High Priority Incidents

High Priority Incidents team, there should also be a steep decline in the number of reported incidents.

HELPDESK

NetSupport ServiceDesk - Version 5 RAMPF Group (Germany) October saw a major update to our browser-based helpdesk solution, NetSupport ServiceDesk. The RAMPF Group extended its use of NetSupport ServiceDesk, the leading web-based ITSM tool, this September. The group specialises in the development and production of active resin systems and is Utilising SQL server technology and instantly accessible through a web browser by any user from their desktop headquartered in Grafenberg, Germany. or mobile device, NetSupport ServiceDesk combines incident, problem and change management modules with automated workflows, powerful status reporting and a customer self-service portal to streamline helpdesk processes.

Version 5 additions include: a fully refreshed interface (suited to both desktop and mobile platforms); extended customisation capabilities including personalised Home and Exit pages for each operator; added Service Level Agreement support giving clear visibility to any potential impact on delivery timescales; extended reporting with a new custom report designer; and the introduction of pre-populated service request templates is set to make it even easier for users to log issues.

Petroleos Delta (Panama)

“NetSupport ServiceDesk has great appeal to our customers as a low-cost, easily-implemented We were delighted that answer to their helpdesk challenges – either stand-alone or in conjunction with our complementary Panama-based petroleum giant, network management solutions, NetSupport Manager (PC remote control) and NetSupport DNA (IT Petroleos Delta, chose to renew CLICK HERE to view video asset management),” explains NetSupport’s Technical Director Andy Gibbons. its NetSupport ServiceDesk maintenance contract in October “Mr Gibbons continues: “Without the complexities and training overheads often associated with for a further twelve months. solutions of this nature, NetSupport ServiceDesk is ideal for small or medium sized companies or educational sites, yet is fully scalable for larger enterprises. Ease of use (for helpdesk staff and end users) combined with the ability to effectively track and manage service desk performance and productivity is essential and, with the UI changes, optimised workflows and extended reporting capabilities, Version 5 builds on these key areas.” www.netsupportsoftware.com ” www.netsupportsoftware.com DECEMBER 2014

NETSUPPORT ON THE ROAD

NetSupport’s corporate and education teams, along with many of our regional partners, have had another busy year showcasing our product range at some of the world’s most influential technology events. We were 2015 also delighted to be able to join with some of the organisations we work with in education to promote our complementary offerings at a number of exhibitions in 2014. There’s no rest for the wicked and we’ll be back on the road in the early part of 2015 at events both sides of the Atlantic – BETT and FETC – we hope to see you there. VISIT US AT BETT 2015

2014 SEE US AT STAND C290 BESTofSHOW 21 - 24 JANUARY 2015, EXCEL LONDON

Every year it gets bigger and better and Bett 2015 is shaping up to be the best yet. For the second year running in its new home at London ExCel, the world’s leading education technology show will see education professionals, speakers and technology companies coming together under one roof to display and discuss the latest education innovations.

The BETT show runs from 21st to 24th January 2015 and we’ll be there on Stand C290 to give you an informative overview of what’s new across the NetSupport range of solutions. Presentations will be running at regular intervals throughout the event and our product specialists will be on hand to give tailored demonstrations.

www.bettshow.com/Exhibitor/Netsupport-Software-Ltd DECEMBER 2014

NetSupport Notify - Version 3

Desktop Alerting software - NetSupport Notify version 3 now available In October, we also announced the latest update to our desktop alerting and notification software solution – NetSupport Notify v3.

Kettering Hospital gets its message across Treofan delivers effective internal with NetSupport Notify communication with NetSupport Notify Kettering General Hospital added to its existing In September, Mexico-based film and NetSupport portfolio this September by packaging company, Treofan, installed installing desktop alerting solution, NetSupport NetSupport’s desktop alerting solution, Notify. NetSupport Notify.

Through its use of NetSupport Manager (PC A popular choice for organisations large or remote control) and NetSupport DNA (IT asset small that are looking for a suitable backup or For organisations large or small, NetSupport Notify provides a cost-effective, secure and instant method for management), the Trust’s IT team already had replacement for existing communication tools, delivering key news, IT announcements or security alerts direct to desktop users across an enterprise. great confidence in NetSupport’s ability to help NetSupport Notify enables an administrator to answer their daily support challenges, so were send a concise alert or message to desktops From PC, tablet or , administrators can send concise, attention-grabbing alerts that take screen quick to seize on the opportunity to check out across the enterprise in seconds. focus on recipient desktops ensuring messages can be seen instantly and are not reliant on users accessing its Desktop Alerting solution to help overcome them whenever they choose (as with email or the company intranet). Acknowledging the growing use of its communication issues. Carrying an appropriate priority status, local centralised information screens, messages can also be sent to large unattended digital displays. branding and even audibility for heightened When it comes to effective internal focus, messages take screen focus so can’t be Each message carries an appropriate priority status, can be fully branded with an organisation’s colours and communication, there are times when you ignored. The sender even receives an instant logo − and, to really bring the delivered message to the recipient’s attention, a supporting audible alert can be can’t rely on staff to react in a timely fashion list of acknowledgements showing clearly included. Add to the message by including clickable links, schedule recurring announcements for fixed times/ to emails or messages posted on an intranet. when all recipients have read the message. dates and keep a record of all messages sent, received and acknowledged. The requirement to get your urgent messages out there and acknowledged is a challenge Selected highlights in version 3 include: extended mobile capabilities with a new Android Notification Console common to any organisation, not least a busy adding to the already available iOS version; full delivery support for Windows 8/8.1 (adding to the existing hospital environment. Windows, Mac and desktop support); the ability to send full screen messages with an appropriate timeout (ideal for unattended information panels); and a new hotkey emergency response option for use in The Trust required a solution that enabled it critical situations. to communicate with desktop users instantly - primarily for risk issue notification and also from an IT perspective, for notification of service issues. Commenting on one of the stand-out features in the latest update, NetSupport’s Development Director Rob Hawkins said: “When time is tight, it isn’t always possible to The communications, estates and IT teams all type a lengthy message, so the new hotkey feature acknowledges the requirement among have access to the software, enabling them customers for a more immediate response mechanism when dealing with critical scenarios.” to send instant, targeted messages to the required recipients. “ CLICK HERE to view video www.netsupportsoftware.com ” www.netsupportsoftware.com DECEMBER 2014

NetSupport School for iOS

The past twelve months has seen the continuing evolution of our cutting edge tablet and smartphone apps, with all of our core solutions now offering a mobile option. We are naturally delighted with the progress our apps are making as we look to mirror the core functionality customers are accustomed to in our traditional desktop versions.

The focus recently turned to the NetSupport School Student app for iPad, with the launch of version 1.30. “NetSupport“ has revolutionised teaching and learning at our school. An excellent classroom management tool that every ICT/Computing teacher should have.”

Robert Kent - Jack Hunt School,” Peterborough

PC Coaching delivers effective training with NetSupport School As you would expect from the most widely-used classroom management solution available, NetSupport School is employed across a varied range of educational and training institutions, yet we continue to hear of unique environments where the product is being put to good use.

For over 15 years, Potters Bar-based PC Coaching has specialised in the training delivery of new system rollouts – on the move.

Using purpose-built mobile classrooms and specialist trainers, it can Available as a free download from iTunes, the latest version delivers improved performance and operability, deliver IT training at any location – providing the obvious benefits iOS 8 support, and adds support for another of the product’s key teaching best practice tools, the Question to the customer of convenience and significant cost savings. and Answer (Q&A) module. ““Having the control that NetSupport provides makes It is an approach to training embraced by many leading UK our classroom management a Students using iPads can now participate in a teacher-led Question and Answer session. The feature organisations in the public and private sectors - the NHS being a encourages active assessment of learning in the classroom, enabling teachers to introduce new questioning breeze. Its intuitive interface particular fan, with over 15,000 delegates trained at Trusts across is superb. I would highly styles to the lesson (such as ‘basketball’ questioning), reinforce key learning points and instantly gauge student England. understanding. recommend NetSupport to any educational establishment.” The PC Coach has transformed restaurant drive-thrus, community The teacher can quickly ask the class verbal questions; allow students to be selected based on speed of centres, pub and head office car parks into high impact training answer, as a team or at random; bounce questions to multiple students; ask the class to peer assess a response; venues. and score responses throughout the process. Ollie France - Christ’s College,” With NetSupport School on board, the trainer has the ability to Guildford show their screen on every delegate monitor and can remotely observe and interact with each person as they progress through a topic.

www.netsupportsoftware.com www.netsupportsoftware.com DECEMBER 2014

NetSupport News from around the world

EducationInvestor 2014 Awards recognise NetSupport’s continued exporting excellence

EducationInvestor NetSupport partners with at its latest NetSupport Manager helps Freixenet deliver Global Education Forum Excellenc e Awards 2014 efficient IT support NetSupport was delighted to be a sponsor of Microsoft’s latest Global AW ARDS Education Forum, hosted at the Miami Hilton on 6-7th November 2014. 2014 Freixenet, headquartered in Barcelona, installed NETSUPPORT SCHOOL FINALIST NetSupport’s multi-platform remote control solution, The event was a unique opportunity for education and school leaders, EDUCATION PRODUCT OF THE YEAR NetSupport Manager, in August. policy makers, industry experts and Microsoft’s education partners to NetSupport’s continued international discuss the key transformations in education across K-12 and Higher NetSupport School growth in education was rewarded this NetSupport Manager will help the company to improve Education. named summer with a nomination at the 2014 the efficiency of its IT support team and to maximise PC PRO Education EducationInvestor Awards. the availability of its mission-critical systems and Delegates had the opportunity to check out NetSupport’s latest Product of the Year servers. educational software range and learn how products like NetSupport EducationInvestor, the leading School are helping to shape teaching and learning in the modern business magazine for education technology-based learning environment. professionals, released the shortlist for its 2014 awards and, in the prestigious ‘Grands-prix’ section, NetSupport was delighted to have been shortlisted in Modern Manar Language School adopts NetSupport DNA asset Stay up-to-date with the latest NetSupport News... the ‘Exporting Excellence (Technology)’ management software category for the third consecutive year. Located near Alexandria, Egypt, the Modern Manar Language School took delivery of IT asset management solution NetSupport DNA in October.

In collaboration with NetSupport’s local partner Orchtech, the school’s IT Find us and follow us! team identified NetSupport DNA as the perfect tool to help it automate its inventory processes.

Founded in 1996, as the name suggests, the school has a modern, forward-thinking approach to education - and this is certainly true in its use of technology, both in the classroom and administrative offices.

In recent years, IT asset management has become a critical function in schools as much as business. McCarran Airport addresses its ITAM needs with NetSupport DNA By implementing an effective IT asset management program, you can instantly view details of every asset across the enterprise, allowing you to make informed decisions on upgrades and the rollout of Las Vegas’ McCarran International Airport extended its use of NetSupport’s IT Asset Management new technology, eliminate waste and redundancy, and adhere to ever-tightening licensing compliance solution, NetSupport DNA, for a further twelve months from this August. regulations. NetSupport DNA helps streamline an organisation’s inventory processes, delivering detailed hardware As standard, NetSupport DNA delivers powerful hardware/software inventory, full user management, and software reports for each system and enabling management to make informed decisions about a unique energy monitor and real-time system alerting. But, as a flexible modular solution, you can upgrades and the rollout of new technology. also add software distribution, internet and application metering and NetSupport’s PC remote control component.

www.netsupportsoftware.com www.netsupportsoftware.com DECEMBER 2014

NetSupport School is one of Tech & Learning’s 2014 Awards of Excellence winners In November, NetSupport School was named one of AWARD WINNER Tech & Learning’s (the leading US education technology magazine) Best Upgraded Products in its annual Awards of Excellence. Scottish Power continues to Put through its paces by a judging panel comprising deliver remote IT support with 30 educators, the latest version, with its continued NetSupport Manager functionality improvements and extended platform In August, energy giant Scottish Power support for Windows, Chrome OS, Android and iOS, proved The British School Muscat introduces NetSupport’s classroom orchestration and assessment software chose to extend its use of PC Remote once again that the highly popular solution continues to Control tool NetSupport Manager. deliver the tools teachers need to leverage the very best The British School, based in Oman’s capital city Muscat, installed NetSupport School in October. learning outcomes from their ever-evolving classroom NetSupport Manager gives any technology. organisation the flexibility needed to With the leading classroom management solution on remotely support its IT infrastructure board, teachers now have access to the perfect mix of For over 30 years, Tech & Learning has been the leading resource for K-12 leaders and, commenting on – whatever the platform, whatever the PC monitoring, collaboration and student assessment the announcement of award-winners, Kevin Hogan, Editorial Director for publisher NewBay Media’s location – and with desktop and mobile tools to ensure they can leverage the very best Tech & Learning Group, said: “The opportunities for using technology in the classroom have never been versions (Apple and Android), IT teams teaching and learning outcomes from their technology better, but making purchasing decisions has never been more difficult. We hope that the hard work our are in the perfect position to deliver investment. judges have performed this year adds insight to our readers’ search for the best solutions.” fast and effective support to mission- critical desktops and servers from the Established in 1971, the school is a co-educational, office or on the move. British international day school that provides a comprehensive and well-balanced education to children aged 3 - 18. Delivering the National Curriculum for England, ICT plays a pivotal role across all ages.

NetSupport School ticked all the boxes in terms of providing a solution that is intuitive to use and facilitates real-time management of and interaction with students during ICT lessons, as well as offering easily implemented e-safety options. In addition, it delivers a range of assessment tools to help track and The University of Talca installs Belvoir High School rolls out NetSupport’s record student progress: instant class surveys, a full NetSupport Manager remote control complementary educational software solutions testing and exam suite and Q&A mode for delivering software Belvoir High School based in Bottesford, real-time student and peer assessment. NetSupport Manager is set to help Nottinghamshire, introduced NetSupport School and Municipio De Sabaneta (Colombia) Chile’s University of Talca deliver NetSupport Notify to its IT portfolio this November. introduces remote desktop support remote IT support. with NetSupport Manager Each solution answers specific challenges to ensure the The leading remote control software school maximises the benefits of its IT infrastructure – The Sabaneta (Colombia) local government office installed desktop solution, installed by the University both in and out of the classroom: NetSupport School’s NetSupport Assist aids Mac-based instruction at remote control solution NetSupport this October, is the perfect support mix of PC management, monitoring and assessment Barrow County Schools tools ensuring the best teaching and learning Manager this summer to help maximise tool for a multi-site campus such as The Barrow County Schools System (Georgia) took outcomes are achieved in the school’s computer suites; the availability of its key systems. Talca, enabling IT support to connect delivery of NetSupport Assist this October. instantly with target systems wherever and NetSupport Notify facilitating instant and reliable they are located. school-wide communication.

www.netsupportsoftware.com www.netsupportsoftware.com DECEMBER 2014

““We chose NetSupport Notify as it fit the bill entirely, allowing us to distribute the console to several departments who can then send targeted notifications with differing levels of priority. The main use to date has been from IT informing of service issues in specific areas of the hospital. While currently used as an emergency notification system, there are plans to expand the usage.”

NetSupport DNA helps Shopping Ibirapuera Burgas Municipality remotely supports its IT infrastructure with NetSupport Manager Richard Judge, Kettering General Hospital conduct instant and accurate system NHS Trust Working with NetSupport’s Bulgarian partner, Innovakom, Burgas Municipality has installed NetSupport inventories Manager.

The network management team at the ” Located on Bulgaria’s Black Sea coast, the province is named after its administrative and industrial centre, Ibirapuera shopping mall in Sao Paulo is using the city of Burgas, the fourth biggest town in the country. NetSupport DNA to maintain an accurate inventory of its essential IT assets. The administration of the municipality’s public services is distributed across 15 offices and it is the responsibility of the internal IT team, based at head office, to support the complex IT infrastructure in Keeping a watchful eye on and supporting the place across these locations. users of its critical IT assets is a key function for the team and, thanks to NetSupport DNA’s Providing day-to-day support for users of IT assets across the 15 offices and trying to ensure the 100% modular format, they not only have the tools at availability of mission-critical desktops and servers was proving quite a challenge for the IT team. It was their disposal to gather an instant and accurate clear that with “limited IT support availability” the team’s ability to meet demand and manage service hardware and software inventory of each level targets was going to be an ongoing issue. Within a month of installing NetSupport Manager, service business-critical system, they also have use of requests had dropped by 35%. NetSupport Manager’s powerful multi-platform remote control capabilities.

The complementary solutions are key components of any network management “ “Prior to using NetSupport’s technology toolkit. A comprehensive asset management we had several issues to deal with, both in program ensures decisions on upgrades or terms of supporting the overall IT estate and the purchase of new technology can be made managing the use of our classroom technology. from a fully informed position while the ability ““We looked at a few remote control products, The NetSupport suite of solutions has more to remotely support IT users across the entire for example VNC, Teamviewer, but settled on than proved its worth both from a systems enterprise makes for a more cost effective and NetSupport Manager as the product that best management and teaching perspective. efficient support operation. suited our requirements. NetSupport’s technology has let me totally restructure my IT team and has probably saved The ‘Client’ software is easily deployed to the me having to take on two extra full time staff required remote systems. Performance is excellent, members.” we don’t notice any lag at all.”

Nick Smeltzer, Director of IT Services, Peter Veileborg, BASE 4000 - Roskilde Warrington Collegiate Produktionsskole, Denmark ” ” www.netsupportsoftware.com www.netsupportsoftware.com DECEMBER 2014

NetSupport BC - Another successful test day Doing our bit for charity

Macmillan Coffee Morning 2014 Once again, the many talented bakers at NetSupport whipped up a cornucopia of delectable goodies for the annual Macmillan Coffee Morning fundraising event. However, this year, in order to maximise our cake consumption (and the amount of money in the fundraising pot), we decided to hold the event over two weeks with a few treats being brought in most days and culminating in the main event on the official Coffee Morning. This NetSupport BC - BAKKAVOR test day successful plan saw us raise £500.00 for Macmillan. Result! NetSupport’s Business Continuity division is delighted to have teamed up with Bakkavor, the UK’s leading provider of fresh prepared foods, and this December we hosted part of its 90-strong IT team as it put its workplace recovery plan through its paces for the first time.

Staff relocation forms a vital part of any recovery plan, ensuring customer-facing services are up and running again at the earliest opportunity following a disaster. NetSupport’s three dedicated recovery suites are all equipped with the latest computing (pre-installed with the customer’s own systems) and telephony equipment to offer a perfectly replicated office environment for customers.

“Regular testing of recovery plans provides both parties with invaluable experience, knowing that if the worst should happen at the customer’s premises, tried and tested processes are in place to ensure continuity of service,” explains NetSupport’s Business Continuity Manager, Ravi Pathak.

Mr Pathak continues, “NetSupport’s team of networking and telecoms specialists worked closely with Bakkavor’s staff both before and during the day to ensure a smooth transition.”

Bakkavor’s Group Technology Officer Jon Stephenson commented: “I have to say, I was very pleased with the way things went with the rehearsal. Our key staff were able to test NetSupport’s Business Continuity and Workplace Recovery facilities in a real live environment; we were up and running within an hour of arrival. NetSupport’s staff were excellent, very flexible and always there to help. I would highly recommend Wear it pink day for breast cancer campaign NetSupport to other businesses.” It’s surprising how many people have pink clothes lurking in their wardrobes just waiting for an excuse to be worn. October’s ‘Wear It Pink’ day gave us just that opportunity, with the NetSupport offices becoming distinctly colourful for the day and £395.00 being raised for the Breast Cancer Campaign.

www.netsupportsoftware.com www.netsupportsoftware.com DECEMBER 2014

Season’s greetings from all the team at NetSupport

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