About ServiceWise

ServiceWise is a web-based help desk software for IT service management offered by TechExcel and helps small and large businesses streamline processes and implement ITIL workflow standards. The product can also be installed on-premises. TechExcel products are used by over 1,500 customers in 43 countries.

ServiceWise provides a fully customizable self-service portal for end-users to report problems, request services, download software, access request forms and search for information. The software automatically converts all support emails addressed to the help desk application into requests that can be tracked by the user in the self-service portal. The product also offers interactive and customizable dashboards with features such as widgets, pivot charts, page layouts and language settings. Users can define notification rules for alerts and reminders and escalate incidents/problems based on categories and time criteria. ServiceWise helps to improve customer satisfaction by defining SLAs and setting up multiple escalation levels for SLA violations. The tool also supports reporting and analytics features including summary reports, trend reports, dynamic web query reports and on-demand management reporting. The software has an integrated knowledge management facility that allows users to build a knowledge base by adding any type of document. The product also supports workflow management as well as LDAP authentication and synchronization.

ServiceWise offers additional modules for asset management, advanced knowledge management, project planning, file download management and online forms & surveys to enhance the product’s capabilities. Fujitsu, Nokia, Sony, Radon Labs, The First American Corporation and Q-Pulse are some of its key customers.

Key benefits of ServiceWise

● ServiceWise is a help desk software for IT service management and supports both web and client-server interfaces as well as offers additional modules for asset management, knowledge management and third party software integrations.

● The software helps to deliver better financial performance, organizational alignment and management functionality by implementing ITIL workflow standards and integrating with development teams.

● ServiceWise offers multiple layers of security controls including role-based account types, password encryption and authentication as well as supports HTTPS protocols.

● ServiceWise supports ODBC-compatible databases as well as automates email notifications and helps in auto routing and escalation of issues.

● The solution is very scalable and can be installed on a single server, scaled across multiple servers or configured on multiple web servers and dedicated reporting servers as per requirement.

Devices

Business size

S M L

Markets

Canada, United Kingdom, United States

Supported Languages

English, Traditional Chinese

Images

ServiceWise allows customers to set up notifications rules, alerts and reminders.png
ServiceWise allows users to report incidents
ServiceWise helps users in incident management
ServiceWise offers configurable workflows
ServiceWise offers reporting and analytics capabilities
ServiceWise supports integrated knowledge management
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ServiceWise video
ServiceWise screenshot: ServiceWise allows customers to set up notifications rules, alerts and reminders.png ServiceWise screenshot: ServiceWise allows users to report incidents ServiceWise screenshot: ServiceWise helps users in incident management ServiceWise screenshot: ServiceWise offers configurable workflows ServiceWise screenshot: ServiceWise offers reporting and analytics capabilities ServiceWise screenshot: ServiceWise supports integrated knowledge management

Features

Total features of ServiceWise: 73

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Lead Distribution
  • Availability Management
  • Call Center Management
  • Call Routing
  • Categorisation/Grouping
  • Change Management
  • Client Portal
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Document Storage
  • Email Management
  • Email Tracking
  • Event Management
  • Feedback Management
  • Forms Management
  • Graphical Workflow Editor
  • IT Asset Management
  • IT Asset Tracking
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • License Management
  • Maintenance Scheduling
  • Multi-Channel Communication
  • Network Monitoring
  • Problem Management
  • Project Management
  • Project Planning
  • Real Time Notifications
  • Recurring Issues
  • Release Management
  • Reminders
  • Remote Access/Control
  • Request Assignment
  • Risk Alerts
  • Role-Based Permissions
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Third Party Integrations
  • Ticket Management
  • Version Control
  • Workflow Management

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Reviews

Overall rating

4,7 /5
(3)
Value for Money
4,7/5
Features
4,3/5
Ease of Use
5/5
Customer Support
5/5

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Showing 5 reviews of 3
Andrea F.
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

ServiceWise is my life

Reviewed on 2017/04/11

I could not keep track of the support at our school plus the assets deployed all over the 2...

I could not keep track of the support at our school plus the assets deployed all over the 2 campuses without ServiceWise and AssetWise. Import and export tools are easy. When support is needed, it happens! The ability to customize as we go and the possibility of adding new fields, templates, etc is a plus. We do have a very unique environment and customization is a MUST for us.

Pros

easy tool, support availability

Cons

some versions have too much updates until you get to the next version
missing the mobile version

Response from TechExcel

We're glad to see how much you enjoy ServiceWise and how it's enabled you to do your job quickly and effectively. We are about to release our mobile app with our new 10.1 version. I'll make sure you get an invite to the webinar for the new release. Regarding the updates, we do offer monthly patch updates but you don't have to apply the update unless you'd like to.

Thanks again!
Brian

Jack C.
Overall rating
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

This is a very flexible product that allows you to do whatever you want to do

Reviewed on 2017/01/11

This is a very flexible product that allows you to do whatever you want to do. You can design...

This is a very flexible product that allows you to do whatever you want to do. You can design workflows; you can send notifications in a certain way; you can integrate a document or an attachment; you can use a special report. I would definitely recommend ServiceWise. This product is very flexible, you can choose the way you want to choose the way you want to design it. ServiceWise has the flexibility and the powerful function

Nathan H.
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

I would receive 'tickets' through the system and then assign these to individuals to complete.

Reviewed on 2018/04/10

Pros

Easy to input requests. New users can quickly learn how to submit various requests. Also, attaching small files was easy. It can also handle thousands of requests and keeps great records. 10 year old 'tickets' were available in complete detail. Also allows everyone involved in ticket to conversations.

Cons

There is no user input validation so someone can submit blank/incomplete requests. It was also difficult to assign work to more than 1 person at a time, so if two departments had to do the work, only 1 was assigned so that can create frustration.

ServiceWise FAQs

Below are some frequently asked questions for ServiceWise.

ServiceWise offers the following pricing plans:

  • Starting from: US$20,00/month
  • Pricing model: Subscription
  • Free Trial: Available

Contact TechExcel for pricing information or a quote

We do not have any information about ServiceWise features

ServiceWise has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

ServiceWise supports the following languages:

English, Traditional Chinese

ServiceWise supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

We do not have any information about what integrations ServiceWise has

ServiceWise offers the following support options:

FAQs/Forum, Phone Support, 24/7 (Live rep), Chat

Related categories

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