TechExcel ServiceWise by TechExcel

URLs: techexcel-servicewise, techexcel servicewise, techexcelservicewise, techexcel

Help desk management and IT Service Management made easy. TechExcel ServiceWise HD is a configurable and scalable software suite for help desk management and IT Service Management. TechExcel ServiceWise HD helps automate and streamline IT services and help desk activities with configurable workflow(s), process management, email notifications, and a searchable knowledge base. ServiceWise HD is the ideal choice for organizations that need to coordinate the activities of individual employees, managers, various IT departments, and distributed support teams. TechExcel ServiceWise HD includes automate reminders, review tasks, approvals of any incident or request, easy point and click customization and more. You can buy ServiceWise HD Jump Start if your company is a new TechExcel Inc customer and has less than 300 employees.

TechExcel ServiceWise HD is a totally customizable and comprehensive internal helpdesk and IT Service Management (ITSM) solution. ServiceWise is a powerful and proven solution whether you are a 15-person or 5,000-person support organization. ServiceWise allows you to automate and streamline IT services and help desk activities with configurable workflow(s), process management, email notifications, and a searchable knowledgebase.

ServiceWise HD Features:

ServiceWise Self-Service: Fully customizable self-service portal. The portal is a single-access point for end-users reporting problems, requesting service, downloading software, accessing request forms and for searching knowledge.

TechExcel ServiceWise Email Submission: Automatically get every support email to the helpdesk application and convert them into requests. Whenever a user sends an email, ServiceWise captures that email and logs it as a request, which can be tracked by the user in the self-service portal.

TechExcel ServiceWise Notifications: Alerts and Reminders define notification rules to ensure efficient communication throughout the resolution process.

ServiceWise Auto-Escalations: Escalate incidents or problems based on a combination of categories and time criteria including: elapsed time, no progress made, open too long or due date approaching/passed.

ServiceWise Customizable Interface: Pages and fields are user-defined using a simple GUI tool that allows a complete customization of interfaces and field choices

ServiceWise Events/Tasks: Create review tasks, testing tasks, and approval tasks throughout the lifetime of any incident or request.

ServiceWise Auto-routing: Route incidents and problems to an appropriate team member by expertise, availability or a combination of both. Or to a group folder, state or priority depending on your business rules

ServiceWise Business Rules/Workflow: ServiceWise comes complete with an award-winning point-and-click workflow engine. Implement your unique incident, request and problem resolution processes using the easy to use workflow editor

ServiceWise Knowledgebase: Integrated knowledge management allows analysts to easily build a knowledge base by adding any type of knowledge document. Public knowledge, available through the self-service portal, improves service and FAQ's standardize resolutions to common issues. Published documents can then be associated with different areas of work so that support teams and end-users can search the knowledge base for self-service content based on their access privileges

ServiceWise Auto-Password Reset: Users may reset/change their Active Directory password using the password reset forms. For each changed password, a closed incident will be created allowing service managers to report on total number of incidents being automated by reset feature. Current industry averages show that this will reduce the number of calls to service team by approximately 30% for substantial ROI

ServiceWise Reporting Dashboard: ServiceWise includes a Home page with an interactive and customizable dashboard for all business processes. Users may customize dashboard report widgets, create drill-down pivot charts, choose page layouts and language settings, and easily organize their user interface by dragging and dropping the various page elements.

ServiceWise SLA Management: Deliver solutions to a request within the defined resolution time and improve your customer satisfaction by defining SLAs and setting up different escalation levels for SLA violations. This helps to prioritize requests increase resource awareness and lower overall costs

ServiceWise Multiple Language Support: ServiceWise supports multiple languages through language packs that are available by download. The Administrative Client includes an interface for installing new language packs to the system. Once installed, the new language will be an option for each end user to select upon entering the software.

ServiceWise User Surveys: Get to know the satisfaction level of issue resolution and the technicians' competency levels by enabling user surveys. This helps to streamline your IT services and improve the overall customer experience.

ServiceWise API Integration: LinkPlus API integration gives customers the ability to write and retrieve stored data within ServiceWise. Integrate with any third-party application using SOAP API.

ServiceWise Built-in Reporting and Analytics: Includes complete, out-of-the-box, reporting with list reports, trend reports, summary reports and distribution reports. Each report is easily customizable, and can be saved, on a per-user basis using a simple reporting configuration page. Dynamic Web Query reports may also be created for on-demand management reporting.

ServiceWise Process Oriented Best Practice Templates: To help make the setup experience easy TechExcel includes templates that will get you started. Of course the unlimited flexibility within ServiceWise means you can change any included process to meet your specific requirements. Best Practice templates for Incident, Change and Problem Management are included.

ServiceWise LDAP Authentication and Sync: Sync end-users as well as support team members directly into ServiceWise with LDAP Synchronization. Secure LDAP sync in also supported.

ServiceWise 8.5 Components and Modules

TechExcel ServiceWise is composed of several core components and multiple add-on modules that operate in an n-tier architecture. Support organizations may implement ServiceWise on a single machine or scale across multiple machines dedicated to each ServiceWise application.

ServiceWise Core components

ServiceWise Database Server

ServiceWise Application Server

ServiceWise Web Service

ServiceWise Windows Client

ServiceWise Admin Client

ServiceWise Document Server

ServiceWise Add-On Modules

ServiceWise AssetWise

Track IT asset usage, view inventory levels, and manage the entire asset lifecycle from a single system. AssetWise integrates seamlessly with ServiceWise to provide help desk and other IT teams access to meaningful IT asset information.

ServiceWise Mobile

Allow all team members access to ServiceWise using Mobile devices

Allow all customers access to self-service portal using Mobile devices

What's New in TechExcel ServiceWise 8.x?

Improved Reporting

Direct access to incidents and events directly from an email hyperlink

Clone incident in Team Web Client

HTML edit control for text/memo fields

Improved LDAP Connection Settings and LDAP Authentication

Ability to Capture Computer Name and IP address during incident submit

Helpdesk management and IT service management made easy.

Evals & Downloads: TechExcel ServiceWise User Guide, TechExcel ServiceWise Installation Guide, TechExcel ServiceWise Administration Guide, Read the TechExcel End User License Agreement (EULA)

Operating System for Deployment: Windows 7, Windows Server 2008, Windows Server 2003, Windows 2000

Architecture of Product: 32Bit, 64Bit

Product Type: Application

Application Type: End User Application, Server Application

Compatible Containers: Microsoft SQL Server 2008, Microsoft SQL Server 2005, Microsoft SQL Server 2000, Microsoft SQL Server 7.0, Microsoft SQL Server 6.5, Oracle Database 10g, MySQL 5.0, MySQL 4.1, MySQL 4.0

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