Name: TechExcel ServiceWise
Rating: 6.3 (4 reviews)
Author: TechExcel

Help Desk

Web and Video Conferencing

Customer Support

Bug  Tracking

WebOps

Development

Business Intelligence (BI)

Collaboration

Visual Collaboration

VoIP

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

On-Demand Payment

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

API Management

App Development

Browser

Cloud Storage

Component Content Management

Data Observability

Enterprise Architecture Management

Fraud Detection

Hosted Virtual Desktop

Hyper-Converged Infrastructure

Integration Platform as a Service (iPaaS)

Internet of Things (IoT)

Interoperability

MLOps

Network Access Control (NAC)

Network Performance Monitoring

Remote Support

Requirements Management

Security Awareness Training

Session Border Controllers

Voice Recognition

Web Application Firewalls

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Content Management

Content Marketing

Digital Signage

Direct Mail Automation

Email Management

Email Marketing

Event Registration

Marketing Automation

Marketing Resource Management

Online Reputation Management

Search Marketing Intelligence

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Business Caller ID

Professional Services Automation

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Intelligence

Sales

Data Loss Prevention

Insider Risk Management

Security

Commercial Drone

Construction Accounting

HIPAA Compliance

Multiple Listing Service (MLS)

Smart Cities

Utilities

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Review Assistant

Devart

pcAnywhere (Discontinued)

Discontinued Products

BIME Analytics (discontinued)

Edgio Uplynk

Edgio (Limelight Networks)

AccessMatrix Universal Authentication Server

i-Sprint

PageLever (discontinued)

Unified

Titan CMS

Northwoods

Aptean Ross ERP

Aptean

PacketTrap (Discontinued)

SiteVision

SiteVision, Inc.

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.

ServiceWise is an ITSM service desk solution from TechExcel headquartered in Lafayette, CA.

Based on the ITIL best practices framework, the SunView ChangeGear product suite improves and streamlines the IT service management lifecycle. By automating IT service management processes, companies gain greater visibility into their IT infrastructure, eliminate system downtime, reduce operational costs, ensure regulatory compliance and improve IT service delivery. SunView Software is a Serviceaide company (acquired August 2021).

ChangeGear Service Desk

ChangeGear Help Desk

ChangeGear Change Management

ChangeGear Cloud

ALVAO Service Desk

TechExcel ServiceWise

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)

TechExcel

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

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

Service restoration

Impact assessment and automated fixes for common problems

Self-service tools

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

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

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.

ITSM reports and dashboards

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

ITSM asset management

Managing all IT assets and enforcing policy rules

Configuration mangement

Database for tracking and reporting all business assets

Asset management dashboard

Dashboard showing organization's software portfolio

Policy and contract enforcement

Ensuring that requesters have eligibility before fullfullment

Change management

Ensuring standardized processes for making changes to IT infrastructure

Change requests repository

Single repository of all planned changes and releases

Change calendar

Calendar showing change schedule to stakeholders

Service-level management

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

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

Home

IT Service Management (ITSM) Tools

TechExcel ServiceWise

Overview

What is TechExcel ServiceWise?