One tool for the Entire Organizationphuang2013-11-05T06:06:05+00:00
One tool for the Entire Organization
ServiceWise has a unique project concept, which allows multiple departments the flexibility of configuring, managing and reporting upon service items all within a single application. From Human Resources to Procurement and IT, all departments can manage requests in one single application. And employees can submit requests from a central self-service portal.
Work projects can be linked to each other such that incidents and requests can trigger new incidents/requests in another project. For example, an incident submitted requires a change. Inter-project copy allows creation of the change request immediately copying information required from the initial incident.
Implement your unique business processes using the point-and-click workflow editor. Define a complete process with progress states, transitions, business logic, and field-level data privileges within minutes using a simple graphical tool that allows you to create a consistent method for handling incidents, issues and requests.
Service Level Agreements
SLA templates can be created to define required resolution, restoration and response times. Each template may be associated with a company schedule to ensure that the SLA is only active during working hours. Each incident in ServiceWise can be associated to an SLA template. When a SLA is attached to the incident, the technician can see the required times. Reports can also be created from SLA templates
Robust reporting and Dashboards
Servicewise features a large selection of canned reports such as incident list, distribution, trend, tabular, productivity, SLA, change log, etc. In addition, our out-of-the-box reporting capabilities include:
56 Standard reports
Unlimited Custom Reports
Web Query Reports: In addition to exporting the reports into a CSV or Excel format, reports can be published into a URL where they can be placed as widgets on dashboards.