ServiceWise

ServiceWise

Web based help desk management software

4.7/5 (3 reviews)

ServiceWise Overview

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.

Pricing

Starting from
N/A
Pricing options
Free Trial
One Time License
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Canada, Europe, Middle-East and Africa, United Kingdom, United States

Supported Languages

Chinese (Traditional), English

ServiceWise Reviews

Overall rating
4.7/5
100% positive reviews
2
Excellent
1
Very good
0
Average
0
Poor
0
Terrible
Andrea F.

ServiceWise is my life

Used Daily for 2+ years
Reviewed on 2017/04/11
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Nathan H.

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

Used Daily for 2+ years
Reviewed on 2018/04/10
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Jack C.

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

Reviewed on 2017/01/11
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

ServiceWise Pricing

Starting from
N/A
Pricing options
Free Trial
One Time License
Subscription
Value for money

Contact TechExcel for pricing information or a quote

ServiceWise Features

  • API
  • Activity Dashboard
  • Automatic Notifications
  • Knowledge Base Management
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integration
  • Workflow Management

  • CRM Integration
  • Chat
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Monitoring
  • Multi-Channel Communication
  • Prioritizing
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration

Additional information for ServiceWise

Key features of ServiceWise

  • API integration
  • Audit trail
  • Auto-escalations
  • Auto-routing
  • Automatic reminders
  • Create review tasks
  • Customizable dashboard
  • Customizable reporting
  • Customizable user interface
  • Detect and track IT assets
  • Email submission
  • Knowledge base
  • LDAP authentication and sync
  • Notifications
  • Project planning and scheduling
  • SLA management
  • Self-service portal
  • User surveys
  • Workflow editor

Benefits

● 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.

ServiceWise FAQs

Below are some frequently asked questions for ServiceWise.

Q. What type of pricing plans does ServiceWise offer?

ServiceWise offers the following pricing plans:

Pricing model: One Time License, Subscription

Free Trial: Available

Contact TechExcel for pricing information or a quote

Q. What are the main features of ServiceWise?

ServiceWise offers the following features:

  • API integration
  • Audit trail
  • Auto-escalations
  • Auto-routing
  • Automatic reminders
  • Create review tasks
  • Customizable dashboard
  • Customizable reporting
  • Customizable user interface
  • Detect and track IT assets
  • Email submission
  • Knowledge base
  • LDAP authentication and sync
  • Notifications
  • Project planning and scheduling
  • SLA management
  • Self-service portal
  • User surveys
  • Workflow editor

Q. Who are the typical users of ServiceWise?

ServiceWise has the following typical customers:

Large Enterprises, Mid Size Business, Small Business

Q. What languages does ServiceWise support?

ServiceWise supports the following languages:

Chinese (Traditional), English

Q. What type of pricing plans does ServiceWise offer?

ServiceWise has the following pricing plans:

One Time License, Subscription

Q. Does ServiceWise support mobile devices?

We do not have any information about what devices ServiceWise supports

Q. What other apps does ServiceWise integrate with?

We do not have any information about what integrations ServiceWise has

Q. What level of support does ServiceWise offer?

ServiceWise offers the following support options:

FAQs, Forum, Phone Support, Video Tutorials