Name: Serviceware Processes
Rating: 9 (1 reviews)
Author: Serviceware

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Help Authoring

Push Notifications

Development

Audit

Business Intelligence (BI)

Collaboration

IP PBX

Org Chart

Procurement

Enterprise

Accounting

Spend Management

Trust Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Monitoring

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Bot Mitigation

C/C++ Integrated Development Environments

Cloud Storage

Code Review

Data Center Power

Data Quality

Density-Optimized Servers

Disk Based Backup

Fraud Detection

Hadoop-Related

IT Infrastructure Monitoring

Identity Management

Integration Platform as a Service (iPaaS)

Managed File Transfer (MFT)

Managed Print

Network Performance Monitoring

Object Storage

Relational Databases

Smart Contracts

Virtual Private Network (VPN)

Information Technology

A/B Testing

Ad Serving & Retargeting

Affiliate

All-in-One Marketing

Click Fraud

Content Management

Contest Management

Direct Mail Automation

Email Marketing

IP Geolocation

Intent Data

Local Marketing

Marketing Automation

Mobile Analytics

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Project Management

Wireframing

Professional Services

Customer Relationship Management (CRM)

Trade Promotion Management

Sales

Antivirus

Security

Estate Planning

Lease Management

Mobility as a Service

Nonprofit Fundraising

Public Transportation

Scholarship Management

Smart Cities

Telemedicine

Vertical-Specific

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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.

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.

Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.

Starting Price

Free

Standard

Premium

Serviceware Processes

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.

IT Service Management (ITSM)

Likelihood to Recommend

Support Rating

Incident and problem management

ITSM asset management

Change management

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Change requests repository

Service-level management

Serviceware

Streamlining ticketing and service restoration processes

Prioritize tickets to ensure most urgent are tackled first

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Impact assessment and automated fixes for common problems

Repository of information documenting common issues and known resolutions which can be accessed directly by users

Users subscribe to notifications for ticket updates

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

Managing all IT assets and enforcing policy rules

Database for tracking and reporting all business assets

Dashboard showing organization's software portfolio

Ensuring that requesters have eligibility before fullfullment

Ensuring standardized processes for making changes to IT infrastructure

Single repository of all planned changes and releases

Change calendar

Calendar showing change schedule to stakeholders

Process for negotiating agreements regarding service level expectations, and ensuring these are met

Microsoft SharePoint

VMware ESXi

Microsoft Exchange

helpLine 2019-10-14 01:01:36

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Task management

Management tool

Better integrated

High memory

Memory usage

Customer care number

Customer care

Care number

Easy handling

C code

Home

IT Service Management (ITSM) Tools

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.

We can handle tickets faster.
No double tickets anymore because of the contact assignment.
One mailbox where every mail will be processed.

Microsoft Exchange, MS SharePoint, VMware ESXi

Serviceware Processes
Formerly helpLine

Overview

What is Serviceware Processes?