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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.
- Web Client for Support Teams
- Self-Service Portal
- Integrated Knowledge base
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:
1. Develop repeatable, measurable, documented and enforced processes.
2. Develop more knowledgeable and efficient staff through better prioritization, process automation and user self-service.
3. Create a high quality of service at a reasonable cost.
4. Quickly identify and resolve infrastructure incidents before they can disrupt business.
5. Automate reminders, review tasks and approvals throughout the lifetime of any incident or request.
6. Deliver on-demand support 24/7 with the end-user portal.
7. Seamlessly integrate incidents or requests, forms, downloads, knowledge and reports; all accessible by a single link.
8. Create a fully customized GUI for both technicians and end-users.
Extend the Capabilties of Service Wise
AssetWise
AssetWise aids enterprises in the process of monitoring, controlling and accounting for assets throughout their lifecycle. A single and centralized location enables businesses to monitor all assets important to their mission including company IT assets, managing asset inventories, and tracking customer-owned assets.
ProjectPlan
ProjectPlan provides integrated project planning and resource management for IT managers and service teams. ProjectPlan gives managers complete control over project information, scheduling, and resource management through its real time integration with TechExcel ServiceWise and TechExcel CustomerWise.
KnowledgeWise
KnowledgeWise is the knowledge management solution at the core of the TechExcel Service Suite. It is the centralized knowledge base for all company documents including: contracts, processes, planning information and other important records as well as customer facing articles, FAQ's, technical manuals and installation guides.
FormWise
FormWise is a web-based form management solution for TechExcel Service Suite. Create fully customized online forms and integrate them directly with your workflow processes. The integration of workflow and form processing enables streamlined data gathering, tracking, and form storage.
DownloadPlus
DownloadPlus is an easy-to-use website management application for monitoring file downloads and analyzing website download activities. Integrated with TechExcel Service Suite, Download Plus improves sales lead generation, lead qualification, and software delivery.
Wireless Web provides
Wireless Web provides the ability to open, close, update, and forward incidents and opportunities from anywhere while all data is synchronized with the central database. Users may also use the mobile portal to engage in web conversations remotely.
CTI Data Connector
CTI Data Connector provides integration between TechExcel Service Suite and your existing phone system infrastructure. CTI integration provides service engineers and sales agents on-screen telephone interfaces, one-click dialing, and incoming and outgoing call event automation. The CTI agent allows service and sales users to view current call-queues and missed calls.
Tech Information
DBMS:
- Microsoft SQL
- Oracle
- Microsoft Access
- Other OBDC Compliant Db
Server:
- Windows NT/2000/2003
- IIS 5.0 or higher
- .Net framework 2.0 or 3.0
- 512 MB Ram
- 30 GB Partition Size
- 1.8 GHZ Processor
Virtual Server Support:
Web:
- Internet Explorer 5.0 or higher
- Netscape Navigator 5.0 or higher
- Mozilla Firefox 1.0 or higher
- Apple Safari 1.0 or higher
Pricing
Team and Enterprise Editions<
There are two different pricing models for TechExcel's solutions: Enterprise Edition and Team Edition. While many large software companies use our tools, our pricing model must also reflect the reality that the price of enterprise software can be prohibitive to smaller organizations. In order to make our solutions affordable to smaller teams, we offer a special pricing model - Team Edition. Team Edition pricing brings you the same functionality as Enterprise edition, but is within the price range of small development teams.
- Only orders of 100 licenses (or less) qualify for this pricing.
- Only companies with 300 or fewer employees may qualify for this pricing model.
ServiceWise (ITSM Enterprise Edition)
Software Base Package |
$ 5000 |
Fixed User License |
$ 900 |
ServiceWise Add-On Applications
Add-on applications increase the per user license cost for all licensed users. |
AssetWise Standard |
Additional $ 100 per user |
AssetWise Enterprise |
Additional $ 100 per user (requires base package purchase) |
ProjectPlan License |
Additional $ 100 per user |
KnowledgeWise Enterprise License |
Additional $100 per user |
Maintenance and Support |
Maintenance and Support |
20% |
24/7 Support |
30% |
User License |
$ 60 per user/month |
AssetWise Standard |
Additional $ 5 per user/month |
ProjectPlan License |
Additional $ 5 per user/month |
KnowledgeWise Enterprise License |
Additional $ 5 per user/month |
ServiceWise HD (ITSM Team Edition)
ServiceWise HD Jumpstart |
$5,000 Includes 5 fixed user licenses |
ServiceWise Add-On Applications
Add-on applications increase the per user license cost for all licensed users. |
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