Outstanding User Experiencephuang2013-11-05T06:02:02+00:00
Outstanding User Experience
Simple and intuitive yet fully comprehensive, the Servicewise user experience delivers. We have designed an efficient, user-friendly interface, appreciated by both the IT service team and your employees
Personalized Home Dashboard
Each licensed user in ServiceWise has access to a personalized, “easy to read”, single page dashboard upon login. The dashboard can hold many widgets and each widget is a graphical representation of real-time data. Some of the most popular widgets include drill down reports, company news and announcements. Widgets are grouped by a customized layout so users can get to the information they need quickly
Knowledge –centric problem solving
An IT service management system is not complete without a knowledgebase. In ServiceWise, users are able to publish resolved incidents as knowledge articles or create common FAQ’s to help an employee resolve an issue on their own. Knowledge management is performed via the knowledgebase view where unlimited folders can be created for categorization of different articles and different permissions can be assigned. For example, a knowledge article indicating steps to modify the registry may be only available to the internal technicians whereas an article outlining how to configure email may be available to the employee. Knowledge articles can feature rich text, contain links to other articles and may contain images and attachments
Smart screens provide the capability to create customized forms for specific incident types. Within a matter of minutes, admins can create completely different submission forms with different fields to capture only information related to a specific incident type. This eliminates confusion and reduces on-screen clutter when users are submitting incidents or requests. With smart screens, you can control what employees are submitting through the web portal and collect only information you need to be able to quickly resolve the incident.
Plain text or HTML can be used for outgoing emails. Different email formats can also be used depending on who the email notification is going to. Lastly, any field that is part of the incident can be included in the email. For example, if the tag <title>is inserted into the email format, when the recipient receives the notification, the actual title of the incident will be displayed.
Multiple Notification Triggers: All notifications are based on a trigger. Some of these triggers include owner change, status change, new ticket, on close, etc.
Recipient Auto-Lookup: Instead of specifying the exact recipient for each email notification, ServiceWise allows you to specify a tag such as <employee> or <incident owner> as the recipient.