| Vendor |
ManageEngine |
FrontRange |
TechExcel |
| Deployment |
| On-Premise |
Yes |
Yes |
Yes |
| Web-Based |
Yes |
No |
Yes |
| Pricing |
| Details |
ServiceDesk Plus Standard Edition starts at $495; ServiceDesk Plus Professional Edition starts at $995; ServiceDesk Plus Enterprise Edition starts at $2995 |
Not Published. |
Not published. |
| Call Tracking & Request Management |
| Request Management Highlights |
ServiceDesk allows you to track emails and phone calls, and helps to manage requests with several automated process like request routing, business rule application, SLA management and escalation management. Multi-site support is available. |
With more than two decades of service management experience and 8,000 plus customers across the globe, customers can rely on HEAT to manage all their Help Desk service and support needs, from initial request through incident closure. HEAT includes a complete suite of core service and support components into a consolidated service desk solution designed specifically for the needs of the midmarket. End-to-end support helps manage service issues from the initial call to completed work orders and service restoration. |
TechExcel ServiceWise is a configurable and scalable software suite for helpdesk management and IT service management. ServiceWise automates and streamlines IT helpdesk activities with configurable workflows, no coding required, process approvals, email integration, IT project management, and integrated knowledge management. ServiceWise's powerful features and ease of maintenance make it a powerful solution for IT organizations. |
| Reporting |
| Custom & Pre-Built Reports? |
Custom & Pre-Built reports offered. |
Over 200 Pre-Built reports. |
Custom & Pre-Built reports offered. |
| Real-Time Reporting |
No |
Yes |
Yes |
| Service Portals |
| Customer Self-Service |
Yes. Users can also check the status of their requests online, thereby reducing unneccessary follow-up calls to the helpdesk to check status. |
HEAT Self Service translates into increased efficiencies and end user value right from the start, and allows users to: Improve customer communication at every level; Reduce call volumes; Ease agent workload; Optimize staffing levels; Enhance end user satisfaction levels. |
ServiceWise offers an employee web portal that ensures employees can help themselves 24/7 and IT technicians can be more efficient with their time. The portal offers three ways for employees to resolve issues including searching the knowledge base using key words, browsing configured FAQs, and submitting new incidents to technicians. Employees can also update their contact information and Active Directory password. |
| Searchable Knowledge Database |
Yes |
Yes. HEAT Self Service integrates out of the box with HEAT® Plus Knowledge providing web-based self help and access to the knowledge base to help reduce the “how-to” support requests. |
Yes. ServiceWise lets you organize, publish, and maintain a public knowledgebase so customers can find information quickly. |
| Service Level Agreement |
| Configure Escalation Levels |
Yes |
Yes |
Yes |
| SLA Configuration Highlights |
With ServiceDesk you can: Define SLA rules to distinguish priority requests by Requester, Department or Category; Automatically update Requests to apply SLA rules to determine resolution time; Track SLA compliance using automatic escalations (upto 4 levels) in case of SLA violations at pre-defined time intervals |
The FrontRange ITSM Service Level Management module provides a centralized management console to design, build, manage and monitor service agreements throughout their lifecycle. Key features include: Auto-escalation; Service definitions; Review date notification; Document service level management; Logical grouping; Real-time monitoring and reporting; Web access |
With ServiceWise, organizations gain proactive service level management to define service level agreements. This provides complete visibility of teams and customers to minimize misunderstandings about expected service - which improves customer understanding and satisfaction. In addition, you can analyze incident and problem records and service level accomplishments, identify unacceptable service levels and unreasonable service promises, and define multiple service levels based on user-defined variables. |
| Knowledge Management |
| Knowledge Management Highlights |
Create a robust knowledge base solution with ServiceDesk Plus to document the best practices and solutions to any common problem. This helps the users to find their solution from the knowledge base before raising a request, addressing their needs effectively, by logging into their Self-service Portal. |
HEAT Plus Knowledge facilitates collaboration among experts by making it easier to share information through document searching, storage, indexing, reporting and authoring capabilities. With a robust knowledge repository, diagnosis and resolution steps for common service requests and incidents are easily accessible. |
TechExcel KnowledgeWise, the knowledge management solution at the core of the TechExcel Service Suite, is the centralized knowledge base for all internal company documents including; contracts, processes, planning information and other important records. In addition, external documents are also easily accessed, such as customer facing articles, FAQ's, technical manuals and installation guides. |
| Incident Management |
| Incident Classification |
ServiceDesk offers three levels of Incident classification and automatically dispatches them. Strengths in the Incident Management space include: User satisfaction surveys; Predefined and dynamic incident prioritization; Incident diagnosis; Escalations; Resolution & Recovery; Incident closure. |
FrontRange ITSM Incident Management provides core service desk functionality of efficiently identifying, responding to, and tracking issues and service requests needing resolution. Key features include: Simple, intuitive user interface; Automatic, intelligent routing; Auto-escalation and notification; Real-time reporting; Quick-close incident management option; Link Incidents, Problems and Known Errors; Remote support and end user access; Support for regulatory compliance; Big-picture view; Problem board; Support for industry best practices |
ServiceWise allows incidents to be classified, linked to assets, integrated to Problem and Change management data, as well as to the knowledgebase. |
| Problem Management |
| Problem Management Functionality |
Uses trend analysis for problem detection and categorization. When a problem is created from an incident, the impact, urgency and priority values get assigned from it automatically and reduce the task of prioritizing the problem for technicians. Other strengths include: Investigation, diagnosis, and solutions. |
FrontRange ITSM Problem Management gives you tools to initiate actions to correct or minimize adverse impact from problems and address the root cause by focusing on known errors. You can pinpoint a problem's source, allowing the service desk to correct issues quickly. By relating problems to particular incidents, known errors and changes, the ITSM integrated solution promotes visibility of current status with real-time dashboards, an |
ServiceWise offers reactive and proactive problem management including complete control during every phase of problem management -from investigation, root cause analysis, classification, and prioritization to documentation, request for change, resolution, and evaluation. |
| Change Management |
| Change Advisory Board |
Yes |
Yes |
Yes |
| Change Management Highlights |
With ServiceDesk Asset Management offer extensive Change Management functions. Basic features include: Initiate Change Request, Change Plans and CAB (Change Advisory Board), Approval from CAB Members, Co-ordinate Change Implementation, Post Implementation Review, & Change History |
Key of the HEAT Asset Management solution include: Support for industry best practices and regulatory requirements; Automated workflow; Dynamic approvals; 360-degree view of change impact |
ServiceWise Change Management enables businesses to balance risk and plan for change. Because changes must be reviewed, prioritized, carefully planned, and executed by qualified team members, a structured approach to change management allows businesses to standardize change processes and coordinate teams across departments. Enterprises benefit by improving IT infrastructure management and reducing the number of unplanned outages that may affect efficiency, internal operations, and customers. |
| Asset Management |
| Asset Management Details |
Yes. Complete ownership of all assets and history for all assets. ServiceDesk ServiceDesk Plus has an integrated Asset Management solution along with the basic help desk functions. With the integrated Asset Management, ServiceDesk provides you with an accurate inventory of all the hardware, software assets in your organization. |
HEAT Service and Support integrates with the FrontRange Software Asset Management Suite to accelerate troubleshooting. FrontRange Discovery feeds all captured asset discovery information to the HEAT help desk console, so end-to-end incident management is streamlined, saving time and cost at the help desk while dramatically increasing first call resolution rates. |
Yes. Track assets from hire to retire. Customers can extend AssetWise with the optional AssetWise Discovery module for automatic network detection of hardware and software. |
| Integration |
| Asset Lifecycle |
Yes. Included in ServiceDesk Plus. |
Yes |
Yes, available through TechExcel AssetWise. |
| CRM |
Yes |
Yes |
Yes. TechExcel offers CustomerWise CRM. |
| SMS (Short Message Service) |
Yes. Included in ServiceDesk platform. |
Yes |
Yes |
| Telephony System |
Yes. VQManager is ManageEngine's VoIP quality monitoring & reporting software-only solution. |
Yes |
Yes. CTI Data Connector provides integration between TechExcel ServiceWise / CustomerWise and your existing phone system infrastructure. |
