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Reviewing TechExcel ServiceWise: Key Features that Improve the Help Desk

Jun 06, 2011 | | 0 comments

Meet TechExcel ServiceWise

TechExcel was founded in 1995 and is a 100% privately owned software solutions company. Their corporate headquarters are located in Lafayette, CA, with satellite offices in North Carolina, China, UK and Japan. TechExcel has 1,500 satisfied customers in 43 countries and their solutions are used by 20% of Global 500 companies.

TechExcel ServiceWise, the company’s IT support management solution, is particularly suited to the college and university environment. The software currently services customers with support teams as small as 3 members to organizations with support staff numbering in the hundreds. If you are looking for software to improve the way you run your help desk, TechExcel Service Wise may be the option for you.

How TechExcel ServiceWise can Help

TechExcel ServiceWise is a great match for colleges and universities because it provides a single data source for all IT functions along with service management. TechExcel ServiceWise provides excellent tools to the IT department, while also enabling communication and collaboration with other university departments who may still be using legacy systems. In other words, the college library, the history department and the financial services department can all communicate with IT while still operating their own systems. TechExcel ServiceWise integrates well with other software that colleges and universities may be utilizing. Banner software would be one example. Banner software is popular with higher education institutions for student/faculty/staff data computing. TechExcel ServiceWise easily integrates with Banner. TechExcel ServiceWise is also ITIL compliant and Pink Elephant certified. That matters to educational organizations because it helps everyone speak the same language when trying to communicate campus-wide. TechExcel ServiceWise can also help reduce cost and and resource maintenance by enabling you to go paperless.

TechExcel ServiceWise Features that Matter to the Education Industry

What sort of features might be of particular interest to education providers? Features such as:

  • Flexibility and ease of configuration
  • Dedicated student self-service portal
  • Components specially tailored to college/university workflow needs

Out-of-the-box features that improve the help desk are:

  • Incidents/problem tracking and change requests are information rich and followed throughout the lifecycle.
  • Fully customizable self-service portal for the end-user which serves a variety of needs from problem reporting to accessing forms or searching the knowledgebase.
  • Unique workflow engine enables you to implement your own incident /problem resolution process.
  • Customizable interface means that pages and fields are defined by their use.
  • Auto Routing enables incidents to be directed to a particular team member based on availability or on the basis of expertise.
  • Auto Escalation means that tickets will automatically escalate based on pre-determined criteria such as “time elapsed”, “no progress” or “open too long”.
  • Business processes are custom with no scripting.

Who Uses TechExcel ServiceWise

TechExcel ServiceWise is a comprehensive internal help desk and IT service management solution with features and benefits particularly suited to support colleges and universities. So who is using ServiceWise? Just a few names you may recognize:  Princeton, USC, Weber State University, Wisconsin, East Carolina University, Appalachia State University. This list of top customers show what a valuable tool TechExcel ServiceWise is across the country.

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