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.
Scalable Enterprise ITSM Built to Evolve with Your Organization
ServiceWise empowers organizations to manage IT operations through configurable, ITIL-aligned processes:
Out of the box templates:
- Incident Management
- Change Management
- Problem Management
- Configuration and Asset Management
Powerful Workflow Configurator
Customize ServiceWise to match your organization’s exact operational needs:
- Adapt to any business process with ease
- Standardize and enforce procedures across departments
- Integrate processes together seamlessly
- No coding necessary, point and click adjustments
Advanced Task-Driven Workflow
Implement intelligent task structures for greater control and flow:
- Hierarchical task dependencies ensure logical progression
- Prevent workflow bottlenecks and delays
- Support for parallel multi-tasking and streamlined approvals
Self-Service Capabilities
Empower end-users with tools that reduce support load and increase satisfaction
- Service Catalog – Browse and request all IT services
- Knowledge Management – Access articles and documentation
- Ask Bot – Get immediate answers to common queries
- Real-Time Chat – Interact with support teams instantly
Integrated Asset Management
Gain complete visibility and control over your IT assets throughout their lifecycle:
- Track and manage IT assets from procurement to retirement
- Monitor asset lifecycles to ensure compliance and reduce risk
- Seamless integration with IT Operations Management (ITOM) and Configuration Management Database (CMDB) for unified asset visibility and control
AI-Powered ITSM
Unlock the full potential of AI to enhance service management, streamline support, and boost productivity:
AI Resolve & Expert Bot
- Automatic Ticket Resolution: Instantly resolves tickets on submission or from helpdesk emails
- Expert Intervention: Engages when human support falls short
- Self-Learning Engine: Learns from ticket history to continuously improve resolution accuracy
AI-Powered Knowledge Suggestions
Automate task creation and updates across projects. Ensure seamless collaboration and reduce manual effort
- Recommends relevant articles during ticket creation
- Reduces resolution time and minimizes manual effort
- Improves service accuracy and consistency
- Self-improving over time through contextual learning
AI-Enhanced Self-Service
- Employees can submit tickets and access knowledge independently
- AI Expert Bot resolves routine issues automatically
- Reduces IT workload and enhances employee experience
Automation Driven by Business Logic
- Automates processes guided by organizational logic
- Integrates seamlessly with AI workflows for proactive support delivery
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.