ITSM software that improves efficiency across different departments.
Take support to the next level
ServiceWise transforms IT support with AI-powered automation and intelligent workflows. Its AI Expert bot troubleshoots issues, analyzes customer inquiries, and suggests solutions instantly—delivering faster resolutions and a seamless support experience.
Get in Sync
No more confusion or lengthy problem descriptions. ServiceWise keeps teams aligned by capturing issues through “live” documents, images with annotations, and voice recordings that can be played back—ensuring clear communication and faster resolution
Workflow-Driven IT Management
ServiceWise empowers IT teams to implement and customize workflows effortlessly. Design processes that fit your needs—whether for incident, change, or problem management—ensuring seamless automation and efficiency.
Empower Customers with Self-Service
Featuring a brand new, customizable web portal that allows customers to quickly find solutions, submit or look up tickets, or chat and hold online meetings with the team.
Multi-Channel Support
ServiceWise ensures fast ticket resolution with multi-channel support. Whether through email, live chat, online meetings, mobile devices, or integrations like MS Teams, your customers always have a direct line to help.
Key Features
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Smart Ticketing
ServiceWise streamlines ticket management across phone, email, and online submissions. A customizable interface simplifies categorization, while auto-routing ensures each ticket reaches the right support rep for fast and efficient resolution.
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Workflow Automation
ServiceWise’s powerful workflow engine offers a Visio-like interface to design and customize any process. Use ready-made templates or tailor workflows to fit your unique incident, request, and problem resolution needs with ease.
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Self Service
ServiceWise’s fully customizable self-service portal reduces service desk volume by providing a single access point for issue reporting, service requests, software downloads, form access, and knowledge base searches—helping users find solutions faster.
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SLA & Escalations
ServiceWise ensures timely responses and effective solutions with SLA management. Smart notifications, automatic escalations, and proactive alerts keep agents informed, preventing issues from slipping through the cracks and improving customer satisfaction.
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Enhanced Security & Authentication
ServiceWise integrates with LDAP/AD sync for secure and hassle-free access. Users need only their primary login, with automatic synchronization of changes. Customizable password reset policies further strengthen security and compliance.
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Intelligent Automation
ServiceWise automates ticket categorization, routing, and other routine tasks, allowing your team to focus on resolving issues instead of administrative work—boosting efficiency and service quality.
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LiveSync
ServiceWise streamlines team communication with built-in live chat, one-click online meetings, and interactive voice annotations—anytime, anywhere, on any platform.
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Streamlined Events & Task Management
ServiceWise’s event engine enables teams to assign concurrent tasks and coordinate actions across departments. From approvals to HR onboarding requests, key tasks are assigned and completed efficiently to ensure smooth ticket progression.
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Forms & Surveys for Better Insights
ServiceWise helps improve IT services with customizable forms and surveys. Gather feedback on issue resolution and technician performance, or create forms for specific needs like equipment requests—enhancing both efficiency and customer experience.
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Centralized Knowledge Base
ServiceWise provides a centralized hub for knowledge articles, resolutions, and digital assets. Control access levels for self-service or internal use, publish resolved issues with one click, and let users rate effectiveness—ensuring continuous improvement..
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Integrations
ServiceWise connects effortlessly with your ecosystem using a SOAP-based API. Enjoy native integrations with tools like Microsoft SCCM, OCS Inventory, and issue trackers like Rally or DevSuite for a streamlined workflow.
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Actionable Reporting & Analytics
ServiceWise provides customizable dashboards and a wide range of report templates to track key metrics and KPIs. Gain real-time insights to improve service delivery, enhance customer satisfaction, and drive continuous improvement.
Affordable Plans for Every Scenario
Questions?
Give Us a Call 1-800-439-7782
Customer Success Stories
First American diligently reviewed a number of help desk applications on the market, and came to the conclusion that TechExcel ServiceWise was the best of breed.
Discover why Premier Incorporated chose ServiceWise over Remedy & Siebel during a quest to bring process consolidation and automation to its IT services team.
See how ServiceWise improved overall productivity and made visible all the areas that needed improvement within Tritech.