TechExcel ServiceWise

TechExcel ServiceWise is an IT Service Management software designed to streamline and optimize IT support operations. According to the vendor, ServiceWise caters to small to large-sized companies across various industries, offering a range of features that can benefit IT professionals, help desk technicians, service desk managers, IT managers, and IT support teams.

Key Features

Smart Ticketing: According to the vendor, ServiceWise allows users to manage tickets from various sources such as phone calls, emails, and online submissions. The customizable interface enables easy categorization of tickets based on different types of incidents, and an auto-routing feature ensures tickets are assigned to the appropriate support representative.

Workflow: ServiceWise provides a Visio-like interface for designing and implementing custom workflows for incident, request, and problem resolution processes. Users can choose from out-of-the-box templates or tailor the system to match unique organizational processes.

Self Service: The vendor states that ServiceWise offers a fully customizable self-service portal to reduce service desk volume. Users can report problems, request service, download software, access forms, and search for resolutions through a knowledge base, all within a user-friendly interface.

SLA & Escalations: ServiceWise allows users to set expectations with customers through Service Level Agreements (SLAs). According to the vendor, smart notifications, automatic escalations, and proactive alerts keep support agents aware of issues at risk of slipping, ensuring timely resolution.

Security: According to the vendor, ServiceWise enhances system security with LDAP/AD sync, which synchronizes user changes between ServiceWise and the directory service provider. The product also allows for the implementation of auto password reset based on custom criteria for a more secure environment.

Intelligent Automation: According to the vendor, ServiceWise offers automation capabilities for ticket categorization and routing, freeing up time for the support team to focus on resolutions and improving efficiency and productivity.

LiveSync: ServiceWise facilitates efficient communication through annotations, voice, live chat, and one-click online meetings, enabling seamless collaboration among team members.

Events & Tasks: ServiceWise allows users to create concurrent tasks to involve key team members in ticket resolution, making it easier to handle approvals or tasks related to HR onboarding requests.

Forms & Surveys: According to the vendor, ServiceWise enables the streamlining of IT services and improved customer experience through satisfaction surveys. Users can create custom forms for specific needs, such as equipment requests, to ensure accurate and efficient service delivery.

Knowledge Base: ServiceWise provides a centralized location for knowledge articles, resolutions, and digital assets. According to the vendor, users can apply privileges to share articles in the self-service portal or with internal team members, promoting knowledge sharing and self-help.