HDSM is a tool developed by Netpartners, which supports all the phases of service process, and is available through our site on the Web. Through this tool, it’s possible to input and monitor each service, following the best practices described by ITIL.



• Easy accessibility by Web;
• Formalization of the attendance process;
• Monitoring each request evolution;
• Creating a KDB – Knowledge Data Base, based on most frequent requests;
• BI solution that allows quality and quantity analysis, identifying training needs, enhancing maintenance, new solutions, SLA Management.



Complementing HDSM, a BI solution was developed  allowing the creation of performance indicators, enabling process analysis, creating improvement suggestions and supporting a continuous improving implementation process, the PDCA Model (Plan, Do, Check, Act), supported by quality and quantity analysis.

• Web System;
• Security level by user’s profile;
• Attends regional structures by region, country, company, and site. Service structures are defined by units, cells, suppliers;
• Multi-language tool (Portuguese, English, Spanish);
• Availability of various data repositories;
• Tracking and solution of problems through FAQ;
• Previously scheduled process monitoring;
• Performing product acceptance and satisfaction surveys ;
• Workflow defined by identified event, monitoring and service satisfaction survey;
• Gathering documents during service process;
• Publishing process and system documents;
• Services Level Agreement Management;
• Contracted, Forecasted, Performed;
• Inspection, approval, planning and prioritization of problems.