QoS-IT version 4 was designed with friendly & intuitive user interface that works like users would expect it to work. The new design was applied to case>job allocation, onsite and in-house Job Cards and to each of the helpdesk and remote Job Control Panels (JCP).
As part of providing customers with feature rich application yet easy and simple to use, we introduced Fast Track Billing that if selected in QoS-IT Settings,
job(s) will be automatically billed if they have one or no Service Items in the SLA Contract Line of the Case.
Impact & Severity – The new feature reads the Response Time and MTTS (Mean Time To Service) from a matrix that returns how fast we need to respond to an incident and how long should it take to resolve it, based on the incident’s severity and the number of users affected by it.
Mobile – Jobs allocated for onsite work are scheduled and displayed on any device with web browser and internet connection. Technicians / engineers can report in real time on the work performed on site, which then updates the Service Calendar.

Other new features:

• Click on the Closed Job (URL) a window is opened with  work details
• QoS-IT Settings you can select Fast Track Billing
• Non-billable and non-SLA Service Item are available for all jobs
• You can open more than one JCP at the same time
• Improve functionality and additional details are stored with each time sheet record
• A different minimum charge for onsite job can be set for each customer (in SLA Contract Line)
• The invoice line item for proactive maintenance can be edited
• SLA Contract Line can be set as default to come up in Case when Customer is selected
• Case classification field available in Invoice
• Additional XML fields from the Case’s SLA Contract Line
• Add Issue Details to onsite job
• Improved Email To Case to exclude emails from list of domain names
• Improved QuickBooks integration
• Improved dashboard with additional management reports

The following entities were changed:
account (minor change customer can reimport previous version if required)
ask_customsettings
ask_helpdesk
ask_hwdevice
ask_impact
ask_inhousejob
ask_jobpart
ask_labour
ask_onsite
ask_problemmanagement
ask_remotejob
contract
contractdetail
incident
serviceappointment
subject

SiteMap.xml
ISV.Config

Note that all custom views can be re-imported by using this tool:

http://www.qos-it.com/qw/Blog/tabid/55/EntryId/37/Copy-Microsoft-CRM-Views-from-one-customization-file-to-another.aspx