ServiceWise is a comprehensive IT Service Management and help desk solution designed to streamline and automate IT services across organizations of all sizes. It offers a customizable platform that aligns with ITIL standards, enhancing operational efficiency and improving customer satisfaction. With features like AI-powered automation, intelligent workflows, and a user-friendly self-service portal, ServiceWise empowers IT teams to deliver faster resolutions and a seamless support experience.
Key Features and Functionality:
- Smart Ticketing: Efficiently manages tickets from various channels—phone, email, and online submissions—with customizable interfaces and auto-routing to appropriate support representatives.
- Workflow Automation: Utilizes a Visio-like interface to design and customize workflows, supporting incident, request, and problem resolution processes without the need for coding.
- Self-Service Portal: Provides a fully customizable portal for users to report issues, request services, download software, access forms, and search a knowledge base, reducing service desk volume.
- SLA Management and Escalations: Ensures timely responses with smart notifications, automatic escalations, and proactive alerts to maintain high customer satisfaction.
- Enhanced Security and Authentication: Integrates with LDAP/AD for secure access, with automatic synchronization and customizable password reset policies.
- Intelligent Automation: Automates routine tasks like ticket categorization and routing, allowing teams to focus on resolving issues.
- LiveSync: Facilitates team communication with built-in live chat, online meetings, and interactive voice annotations across platforms.
- Event and Task Management: Assigns concurrent tasks and coordinates actions across departments to ensure smooth ticket progression.
- Forms and Surveys: Gathers feedback on issue resolution and technician performance through customizable forms and surveys.
- Centralized Knowledge Base: Offers a hub for knowledge articles and resolutions, with controlled access levels and user rating capabilities.
- Integrations: Connects with various platforms using a SOAP-based API, including native integrations with tools like Microsoft SCCM and OCS Inventory.
- Reporting and Analytics: Provides customizable dashboards and a range of report templates to track key metrics and KPIs.
Primary Value and User Solutions:
ServiceWise addresses the complexities of IT service management by offering a scalable and customizable platform that enhances operational efficiency and customer satisfaction. Its AI-driven automation and intelligent workflows reduce manual tasks, allowing IT teams to focus on critical issues. The self-service portal empowers users to find solutions independently, decreasing service desk workload. By integrating with existing systems and providing comprehensive reporting, ServiceWise enables organizations to make informed decisions and continuously improve their IT services.
