ServiceWise Pricing, Features, Reviews & Comparison of Alternatives

ServiceWise

Web based help desk management software

4.67/5 (3 reviews)

ServiceWise overview

ServiceWise is a web-based help desk software for IT service management offered by TechExcel and helps small and large businesses streamline processes and implement ITIL workflow standards. The product can also be installed on-premises. TechExcel products are used by over 1,500 customers in 43 countries.

ServiceWise provides a fully customizable self-service portal for end-users to report problems, request services, download software, access request forms and search for information. The software automatically converts all support emails addressed to the help desk application into requests that can be tracked by the user in the self-service portal. The product also offers interactive and customizable dashboards with features such as widgets, pivot charts, page layouts and language settings. Users can define notification rules for alerts and reminders and escalate incidents/problems based on categories and time criteria. ServiceWise helps to improve customer satisfaction by defining SLAs and setting up multiple escalation levels for SLA violations. The tool also supports reporting and analytics features including summary reports, trend reports, dynamic web query reports and on-demand management reporting. The software has an integrated knowledge management facility that allows users to build a knowledge base by adding any type of document. The product also supports workflow management as well as LDAP authentication and synchronization.

ServiceWise offers additional modules for asset management, advanced knowledge management, project planning, file download management and online forms & surveys to enhance the product’s capabilities. Fujitsu, Nokia, Sony, Radon Labs, The First American Corporation and Q-Pulse are some of its key customers.
techexcel.com

Devices

Business size

S
M
L

Markets

United States, Asia, Canada, Europe, Middle-East and Africa, United Kingdom

Supported languages

English, Chinese (Traditional)
ServiceWise screenshot: ServiceWise allows customers to set up notifications rules, alerts and reminders.pngTechExcel ServiceWise 10 Sneak PeakServiceWise screenshot: ServiceWise allows users to report incidentsServiceWise screenshot: ServiceWise helps users in incident managementServiceWise screenshot: ServiceWise offers configurable workflowsServiceWise screenshot: ServiceWise offers reporting and analytics capabilitiesServiceWise screenshot: ServiceWise supports integrated knowledge management

ServiceWise reviews

Excellent
2

Very good
1

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.7
  4.3
  5.0
  5.0
Andrea Franzoni

ServiceWise is my life

Used daily for 2+ years
Reviewed 2017-04-11
Review Source: Capterra

I could not keep track of the support at our school plus the assets deployed all over the 2 campuses without ServiceWise and AssetWise. Import and export tools are easy. When support is needed, it happens! The ability to customize as we go and the possibility of adding new fields, templates, etc is a plus. We do have a very unique environment and customization is a MUST for us.

Pros
easy tool, support availability

Cons
some versions have too much updates until you get to the next version missing the mobile version

Response from TechExcel


We're glad to see how much you enjoy ServiceWise and how it's enabled you to do your job quickly and effectively. We are about to release our mobile app with our new 10.1 version. I'll make sure you get an invite to the webinar for the new release. Regarding the updates, we do offer monthly patch updates but you don't have to apply the update unless you'd like to.

Thanks again!
Brian

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

Nathan Herkelrath

I would receive 'tickets' through the system and then assign these to individuals to complete.

Used daily for 2+ years
Reviewed 2018-04-10
Review Source: Capterra

Pros
Easy to input requests. New users can quickly learn how to submit various requests. Also, attaching small files was easy. It can also handle thousands of requests and keeps great records. 10 year old 'tickets' were available in complete detail. Also allows everyone involved in ticket to conversations.

Cons
There is no user input validation so someone can submit blank/incomplete requests. It was also difficult to assign work to more than 1 person at a time, so if two departments had to do the work, only 1 was assigned so that can create frustration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Minimize review

jack chen

This is a very flexible product that allows you to do whatever you want to do

Reviewed 2017-01-11
Review Source: Capterra

This is a very flexible product that allows you to do whatever you want to do. You can design workflows; you can send notifications in a certain way; you can integrate a document or an attachment; you can use a special report. I would definitely recommend ServiceWise. This product is very flexible, you can choose the way you want to choose the way you want to design it. ServiceWise has the flexibility and the powerful function

Rating breakdown

Value for money
Ease of use
Features
Customer support

Minimize review

ServiceWise pricing

Pricing options
Free trial
One time license
Subscription
View Pricing Plans

Contact TechExcel for pricing information or a quote

ServiceWise features

API
Activity Dashboard
Automatic Notifications
Knowledge Base Management
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management

CRM Integration (78 other apps)
Chat (171 other apps)
Contact History (73 other apps)
Customizable Branding (91 other apps)
Email Integration (83 other apps)
Instant Messaging (89 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (63 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)

Additional information for ServiceWise

Key features of ServiceWise

  • LDAP authentication and sync
  • Audit trail
  • Notifications
  • Automatic reminders
  • Self-service portal
  • Workflow editor
  • Customizable user interface
  • Customizable reporting
  • Email submission
  • Detect and track IT assets
  • Project planning and scheduling
  • SLA management
  • Create review tasks
  • Customizable dashboard
  • Auto-escalations
  • API integration
  • Knowledge base
  • User surveys
  • Auto-routing
View All Features

Benefits

● ServiceWise is a help desk software for IT service management and supports both web and client-server interfaces as well as offers additional modules for asset management, knowledge management and third party software integrations.

● The software helps to deliver better financial performance, organizational alignment and management functionality by implementing ITIL workflow standards and integrating with development teams.

● ServiceWise offers multiple layers of security controls including role-based account types, password encryption and authentication as well as supports HTTPS protocols.

● ServiceWise supports ODBC-compatible databases as well as automates email notifications and helps in auto routing and escalation of issues.

● The solution is very scalable and can be installed on a single server, scaled across multiple servers or configured on multiple web servers and dedicated reporting servers as per requirement.