ServiceWise U

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• Incident/Problem/ Tracking: Track all incidents and problems with full audit trail throughout the resolution life cycle.
• Change Request Tracking: All change request records are stored with full history of changes to the record throughout the lifecycle.
• End-User Self-Service Portal: The fully customizable portal provides a single-access point for end-users reporting problems, requesting service, downloading software, accessing request forms and for searching knowledge.
• Business Rules: Create workflow and custom business processes without programming or scripting.
• Workflow Engine: Implement your unique incident and problem resolution processes using the point-n-click workflow editor.
• Customizable Interface: Pages and fields are user-defined using a simple GUI tool that allows a complete customization of interfaces and field choices.
• Events: Create review tasks, testing tasks, and approval tasks throughout the lifetime of any incident or request.
• Auto-Routing: Route incidents and problems to an appropriate team member by expertise, availability or a combination of both, or to a group folder, state or priority depending on your business rules.
• Auto-Escalation: Escalate incidents or problems based on a combination of categories and time criteria including: elapsed time, no progress made, open too long, due date approaching/passed.
• Notification: Alerts and Reminders. Define notification rules to ensure efficient communication throughout the resolution process.
• Windows Smart Client and Web Interface: A support team member or an administrator can use either the Windows client or the Web browser. Remote end-users worldwide including distance learning students can access and be supported from the same database.
• Attachments and Screen Capture: Both End-Users and Support Team Reps can add attachments or use the built-in screen capture tool to add documents or pictures to a ticket or upload them to the knowledge base.
• Knowledge Management: Resolved incidents, self-service support topics, HTML links, and file attachments can be easily categorized and indexed in the ServiceWise knowledge base. Full text and keyword searches of the knowledge base quickly return documents ranked by relevancy. Resolved incidents can be published as new knowledge items to help resolve similar problems in the future.
• Reporting & Analysis: Includes complete, out-of-the-box, reporting with list reports, trend reports, summary reports and distribution reports. Each report is easily customizable, and can be saved, on a per-user basis using a simple reporting configuration page. Dynamic Web Query reports may also be created for on-demand management reporting.

Benefits

To fully meet the needs of the educational systems TechExcel has developed the following optional components which integrate seamlessly with ServiceWise U:

• FormWise
  Create fully customized online forms and integrate them directly with your workflow processes. The integration of workflow and form processing enables streamlined data gathering, tracking, and form storage. Forms can even be routed automatically to the appropriate individuals for completion, approval, and processing, improving your team’s efficiency.
• DownloadPlus
  DownloadPlus is an easy-to-use website management application for tracking, monitoring and controlling file downloads. All downloads including software packages or executables, patch releases, virus updates, user guides, manuals and any other type of file(s) needed by students, faculty and staff are controlled from a single, user-friendly management console.
• KnowledgeWise
  KnowledgeWise is a centralized knowledge base for all campus documents including: FAQ’s, technical manuals, how-to guides and installation guides. All documents contained within KnowledgeWise are subject to administrator-defined, controlled-access. KnowledgeWise includes a robust, indexed searching capability. Self-service with built-in Artificial Intelligence provides effective and timely campus-wide support with minimal overhead.
• Active Directory/LDAP Synchronization
  Sync faculty, staff and student end-users as well as support team members directly into ServiceWise with the LDAP Sync Module. The Sync Module also supports secure LDAP connections.
• Service Agreement Manager
  Provides complete service level agreement management capabilities to your service delivery team. This comprehensive service level agreement solution allows you to easily configure and administer (24x7) service plans for your faculty, staff and students.
• AssetWise
  AssetWise aids campuses in the process of monitoring, controlling and accounting for assets throughout their life cycle. A single and centralized location enables a campus to control all assets important to their mission including monitoring campus-owned IT assets, managing asset inventories, and tracking student-owned assets. All asset changes, including maintenance information, trouble ticket data, status inventory, utilization metrics and usage, are recorded in the central repository and linked to other Service and Support tasks.
• AssetWise Discovery
  AssetWise Discovery provides automatic asset discovery of network devices, hardware, and software. AssetWise Discovery integrates with AssetWise inventory management and ServiceWise service management applications to provide complete information for your IT service team.