The complete IT service, help desk, and change management solution
Optimize your internal help desk and IT service support
TechExcel ServiceWise is the comprehensive help desk and IT service management solution to optimize every aspect of your service and support processes no matter how simple or complex your business processes may be. When you need the ultimate workflow power to enforce business process rules and coordinate teamwork activities from your help desk engineers, employees, management, and multi-department engineering teams, TechExcel ServiceWise is the ideal choice.
Automate and streamline IT services and help desk activities with configurable workflow, process management, email notification and knowledge base. Facilitate self service with a powerful web portal that includes online incident submission, status checks, online conversations and intuitive knowledge base searches. IT teams now a single, integrated solution for all their needs: help desk incident management, problem escalation and analysis, IT change management, and optional holistic asset management and service level agreement modules.
By using point-and-click interfaces it can be easily configured and customized to suit your business needs. TechExcel ServiceWise gives you a truly affordable, configurable yet powerful help desk solution that will help make your employees happy by increasing their productivity.
Features and Functionality:
Track all incidents and problems with full audit trail throughout the resolution lifecycle. Each record contains the documents, knowledge-topics, links, email threads - and more - for a holistic view of your entire help desk lifecycle.
Automatically route employee email to appropriate support staff and track the entire correspondence history.
Automatically assign new issues to the most appropriate person based on their skills and workload, then trigger automatic notifications when issues are overdue. Service Wise supports the ITIL framework by seamlessly integrating incident management processes with problem management and change management processes
Over 150 pre-defined, presentation-quality reports and graphs with the power to easily create additional custom reports with Crystal Reports™
The integrated asset management capabilities of AssetWise helps optimize all asset-related processes during an assets lifetime, from purchasing through implementation to service upgrades and returns.
The easy-to-navigate personalized web portal gives employees a convenient way to communicate with your IT services and help desk department. The TechExcel Employee Web Portal improves employee satisfaction and your IT service desk efficiency and virtually eliminates the risk of data errors caused by manually transferring information from employees to support engineers.
Fully customizable interface allows you to design your fields and forms to suit your specific business needs - without waiting for high-priced consultants to do the job.
Complete knowledge base management helps your support team reduce repetitive support tasks and empowers users to find answers by themselves.