Management von IT und Helpdesk Services

TechExcel ITSM  (Keywords: ServiceWise, ITSM, T change management)

Complete HelpDesk and IT Service Management

• Web Client for Support Teams
• Self-Service Portal
• Integrated Knowledge base

ServiceWise is a totally customizable and comprehensive internal Help Desk and IT Service Management (ITSM) solution. It offers the power to enforce business rules and optimize business processes whether you are a 15-person or 5,000-person support organization. Automate and streamline IT services and help desk activities with configurable workflow(s), process management, email notifications and a searchable knowledge base. With the ServiceWise Solution businesses have the power to offer around the clock support. Provide customer support from any web browser by creating a customized self-service portal that matches the look and feel of your corporation’s web site. Facilitate self service with this powerful portal that includes online incident submission, status updates, online conversations and intuitive knowledge base searches. Empower IT teams by providing a single, integrated solution that is robust in functionality yet easy to use. ServiceWise is completely modular and may be configured to handle any number of processes including but not limited to incident management, problem escalation and analysis, IT change management, and complete asset management.

Robust, Out-of-the-Box Features

End-User Web Portal: Fully customizable portal. The portal is a single-access point for endusers reporting problems, requesting service, downloading software, accessing request forms and for searching knowledge

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

Auto-Escalation: 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.

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

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

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.

Workflow Engine: Implement your unique incident and problem resolution processes using the easy to use workflow editor.

Reporting & Analysis: 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.

Reap the Benefits:
Top 8 Reasons for Choosing ServiceWise

• Develop more knowledgeable and efficient staff through better prioritization, process automation and user self-service.
• Create a high quality of service at a reasonable cost.
• Quickly identify and resolve infrastructure incidents before they can disrupt business.
• Automate reminders, review tasks and approvals throughout the lifetime of any incident or request.
• Deliver on-demand support 24/7 with the end-user portal.
• Seamlessly integrate incidents or requests, forms, downloads, knowledge and reports; all accessible by a single link.
• Create a fully customized GUI for both technicians and end-users.

System requirements:

Based on PC	Win 7	Win Vista	Win XP	Win 2000
	Win NT	Win ME	Win 9x	Netware
	MAC OS	OS/2	DOS
Based on Unix	Unix	Linux	SCO	AIX
	HP-UX	Reliant	Sinix	Irix
	Solaris	Tru64	OpenBSD
Based on Mainframe	Open/VMS	OS 400	BS2000	MVS
Based on Handheld / Mobile	Palm OS	Windows Mobile	Symbian	Blackberry
Based on Online-Appl.	ASP / SaaS (web based application)

Network-compatible:

yes

Medium:

Floppy disk

CD-ROM

DVD

Tape/Band

Online

System Language:	German, English, French, multilingual
Documentation:	Users Manual, Online Help, Demo Version, Technical Dokumentation
Training:	for value
Hotline:	for value
Installation Support:	for value
Maintenance:	for value
Price:	on request
Manufacturer based in:	Great Britain

Manufacturer:	TechExcel
Contact:	Mr. Richard Zhu Tel.: +44(0) 207 4705 650   Contacting via e-mail

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