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Vendor TechExcel
Deployment
On-Premise Yes
Web-Based Yes
Pricing
Details Not published.
Call Tracking & Request Management
Request Management Highlights 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.
Real-Time Reporting Yes
Service Portals
Customer Self-Service 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. ServiceWise lets you organize, publish, and maintain a public knowledgebase so customers can find information quickly.
Service Level Agreement
Configure Escalation Levels Yes
SLA Configuration Highlights 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 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 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 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
Change Management Highlights 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. 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, available through TechExcel AssetWise.
CRM Yes. TechExcel offers CustomerWise CRM.
SMS (Short Message Service) Yes
Telephony System Yes. CTI Data Connector provides integration between TechExcel ServiceWise / CustomerWise and your existing phone system infrastructure.