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Serviceware Processes (helpLine)

Serviceware Processes (helpLine)

Overview

What is Serviceware Processes (helpLine)?

Serviceware Processes (helpLine) is an AI-supported Enterprise Service Management Software-Plattform designed to optimize service processes in IT, HR, and Shared Customer Services. According to the vendor, this software enables organizations of various sizes, including IT organizations, HR departments,...

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Recent Reviews

helpLine Review

9 out of 10
March 12, 2021
Incentivized
We use helpLine company-wide as ticketing and change/release/task system. All requests from our customers create a ticket that can easily …
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Pricing

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N/A
Unavailable

What is Serviceware Processes (helpLine)?

helpLine was an ITSM solution developed by the European IT service software company of the same name headquartered in Germany, acquired by Serviceware and now representing the central process platform for the Serviceware Enterprise Service Platform, rebranded Serviceware Processes.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Serviceware Processes (helpLine)?

Serviceware Processes (helpLine) is an AI-supported Enterprise Service Management Software-Plattform designed to optimize service processes in IT, HR, and Shared Customer Services. According to the vendor, this software enables organizations of various sizes, including IT organizations, HR departments, Shared Service Centers, Customer service departments, and healthcare service providers, to streamline and automate their service processes. The platform aims to enhance productivity and drive operational efficiency.

Key Features

Enterprise Service Management Software-Plattform: According to the vendor, Serviceware Processes (helpLine) is an AI-supported Enterprise Service Management Software-Plattform that aims to digitalize, automate, and simplify service processes in IT, HR, and Shared Customer Services.

ITFM und Technologie Business Management: The software includes ITFM and Technologie Business Management capabilities, which the vendor claims can help CIOs and CFOs optimize and save IT costs. It also provides visualization of the value contribution of IT and offers software, consulting, and best practices for optimization efforts.

Corporate Performance Management: According to the vendor, Serviceware Processes (helpLine) offers Corporate Performance Management features that enable CFOs and Controllers to access business numbers easily and gain an overview of the company's current situation. It also provides detailed information for drilldowns when questions arise.

Wissensmanagement (Knowledge Management): The software includes AI-driven software for building and maintaining a centralized knowledge database. According to the vendor, this feature facilitates knowledge sharing and access within an organization, whether it is customer knowledge or employee knowledge management.

Field Service Management: Serviceware Processes (helpLine) provides software and apps for field service management, shift planning, and logistics planning, specifically catering to healthcare service providers. The vendor claims that this feature aims to maximize customer satisfaction through optimized workflows and automated processes for field service operations.

Serviceware Processes (helpLine) Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(1)

Attribute Ratings

Reviews

(1-1 of 1)
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March 12, 2021

helpLine Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use helpLine company-wide as ticketing and change/release/task system. All requests from our customers create a ticket that can easily be assigned to another department. We mange all internal and external tickets. We also use it for dispositions tools in combination with Careware (also from the helpLine Groupe).
  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
Incident and problem management (7)
88.57142857142858%
8.9
Organize and prioritize service tickets
100%
10.0
Expert directory
90%
9.0
Service restoration
60%
6.0
Self-service tools
90%
9.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
83.33333333333334%
8.3
Configuration mangement
90%
9.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
70%
7.0
Change management (2)
100%
10.0
Change requests repository
100%
10.0
Service-level management
100%
10.0
  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
Unfortunately I have no experience with other products.
In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
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