Complete HelpDesk and IT Service Management
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