ServiceWise

ServiceWise

Web based help desk management software

4.7/5 (3 avis)

ServiceWise - Présentation

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.

Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Licence unique
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Canada, Europe, Afrique et Moyen-Orient, Royaume-Uni, États-Unis

Langues

chinois (traditionnel), anglais

ServiceWise - Avis

Note globale
4.7/5
100% d'avis positifs
2
Excellent
1
Très bien
0
Moyen
0
Médiocre
0
Horrible
Andrea F.
Traduire avec Google Translate

ServiceWise is my life

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 11/04/2017
Provenance de l'avis : 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.

Avantages

easy tool, support availability

Inconvénients

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

Réponse de 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

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Nathan H.
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 10/04/2018
Provenance de l'avis : Capterra

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Jack C.
Traduire avec Google Translate

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

Publié le 11/01/2017
Provenance de l'avis : 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

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

ServiceWise - Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Licence unique
Abonnement
Rapport qualité-prix

Contact TechExcel for pricing information or a quote

ServiceWise - Fonctionnalités

  • API
  • Base de connaissances
  • Enquêtes et feedback
  • Gestion des billets
  • Gestion des flux de travail
  • Intégration de tiers
  • Notifications automatiques
  • Tableau de bord d'activités

  • Chat
  • Communication multicanal
  • Historique des contacts
  • Hiérarchisation
  • Intégration CRM
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Messagerie instantanée
  • Monitoring
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Surveillance en temps réel

Plus d'informations sur ServiceWise

ServiceWise - Principales fonctionnalités

  • 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

Avantages

● 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 - FAQ

Voici quelques-unes des questions fréquentes sur ServiceWise.

Q. Quels sont les types de licence disponibles pour ServiceWise ?

Types de licences disponibles pour ServiceWise :

Type de licence: Licence unique, Abonnement

version d'essai gratuite: Disponible

Contact TechExcel for pricing information or a quote

Q. Quelles sont les principales fonctionnalités du logiciel ServiceWise ?

Fonctionnalités du logiciel 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

Q. Qui utilise ServiceWise ?

Utilisateurs habituels du logiciel ServiceWise :

Grandes entreprises, Entreprises de taille moyenne, PME

Q. Dans quelles langues ServiceWise est-il disponible ?

Langues dans lesquelles ServiceWise est disponible :

chinois (traditionnel), anglais

Q. Quels sont les types de licence disponibles pour ServiceWise ?

Types de licences disponibles pour ServiceWise:

Licence unique, Abonnement

Q. ServiceWise prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par ServiceWise.

Q. Avec quelles applications ServiceWise peut-il s'intégrer ?

Nous n'avons pas d'informations sur les intégrations offertes par ServiceWise.

Q. Quelles sont les ressources d'aide disponibles pour ServiceWise ?

Ressources d'aide disponibles pour ServiceWise :

FAQ, Forum, Support téléphonique, Tutoriels vidéo