ServiceWise Enterprise

What is ServiceWise Enterprise?

Take support to the next level

ServiceWise focuses on providing the highest level of service to its customers. Introducing the new LiveSync feature, customers can now chat live with support or request a meeting with a single click.

Enter Sync

There is no more confusion and long descriptions of problems. ServiceWise saves everyone time by allowing problems to be captured through "live" documents or images with built-in notes and voice that can be played back.

Workflow-driven

ServiceWise enables IT to easily implement processes. Design workflows that meet your needs, whether for incidents, changes, problem management, or any process, we cover you.

Self-service

Introducing a new customizable web portal that allows customers to quickly find solutions, send or search for tickets, or chat and hold online meetings with the team.

Multichannel support

We understand that customers need to resolve tickets quickly, so ServiceWise offers several paths for your team to support. Whether it's email, live chat, online meetings, mobile devices, or various integrations like MS Teams, ServiceWise serves your customers.

Main features

SMART TICKET

Whether it's phone calls, email ing so much or online submissions, we have everything you need to manage tickets properly. With a customizable interface for each type of incident, categorization is easier than ever. Automatic routing ensures the right support representative for the job.

WORKFLOW

The workflow engine features a Visio-like interface for you to draw virtually any process for your organization. You can use out-of-the-box templates or customize and adapt the system to implement your unique incident resolution, request, and problem processes.

SELF-SERVICE

Reduce service desk volume using a fully customizable self-service portal. The portal is a single access point for users reporting problems, requesting services, downloading software, accessing forms and, mainly, seeking resolution through a knowledge base.

SLA AND REFERRALS

A quick response and an effective solution are things that customers value most. Improve this relationship by setting the right expectations through the SLA. Smart notifications, automatic escalations, and proactive alerts will keep agents aware of issues that risk slipping.

SAFETY

Take advantage of LDAP/AD synchronization to keep your system secure. Users will only need to remember their primary login and the changes will be synchronized between ServiceWise and their directory service provider. Automatic password reset based on the criteria you set can also ensure a more secure environment.

INTELLIGENT AUTOMATION

Let the team focus on providing resolutions instead of wasting precious time in categorizing and routing tickets. ServiceWise lets you automate all the important but overt things, so you can focus only on the things that matter.

LIVESYNC

Communicate more efficiently through annotations and voice or through live chat and one-click online meetings, all integrated.

EVENTS AND TASKS

Get assistance from key team members when you need it. Our event engine allows concurrent tasks to be created to get the job done. Think about approvals or what needs to be done for an HR integration request. These are the main tasks that need to be completed to move the ticket.

FORMS AND SURVEYS

Simplify your IT services and improve your overall customer experience by knowing the level of problem-solving satisfaction and skill levels of technicians. Other types of forms can also be created for specific needs, such as equipment requests.

KNOWLEDGE BASE

Use a centralized location for knowledge articles, resolutions, and other digital assets. Apply different privileges to share articles in the self-service portal or to internal team members. With a single click, resolved issues can be published to the KB and users can evaluate their effectiveness.

INTEGRATIONS

Integrate with any platform using our SOAP-based API. Native integrations with popular tools range from Microsoft SCCM to OCS inventory asset management. Integrate with popular problem trackers like Rally or our own DevSuite.

REPORTS AND ANALYSIS

Create customizable dashboards to get up-to-date information that's important to you. Choose from a multitude of report templates to start tracking important metrics and KPIs that can help you improve your service delivery and satisfaction levels.

System requirements:

CPU: 1.8 GHz dual core processor

RAM: 2 GB

HDD / SSD: 50 GB of free space on the main drive

Operating system: Microsoft Windows 8 32-bit, Microsoft Windows 7 32-bit and Microsoft Windows Vista 32-bit

Resolution: 1024×768