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Serviceware Processes

Score9 out of 10

1 Reviews and Ratings

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What is Serviceware Processes?

Serviceware Processes (helpLine) is an AI-supported Enterprise Service Management Software-Plattform designed to optimize service processes in IT, HR, and Shared Customer Services. According to the vendor, this software enables organizations of various sizes, including IT organizations, HR departments, Shared Service Centers, Customer service departments, and healthcare service providers, to streamline and automate their service processes. The platform aims to enhance productivity and drive operational efficiency.

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Categories & Use Cases

Serviceware Processes Key Features

Learn about the best (and worst!) features Serviceware Processes has to offer, as determined by TrustRadius' reviewers.
Based on 1 ratings of Serviceware Processes's features
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Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 9

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 8.3

  • Change requests repository

    Single repository of all planned changes and releases

    Category average: 8.4

Areas for Improvement

  • Asset management dashboard

    Dashboard showing organization's software portfolio

    Category average: 8.1

  • Policy and contract enforcement

    Ensuring that requesters have eligibility before fullfullment

    Category average: 7.9

  • Service restoration

    Impact assessment and automated fixes for common problems

    Category average: 8.2

Who Buys & Uses Serviceware Processes

Serviceware Processes Reviews

What users are saying about Serviceware Processes.
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helpLine Review

Incentivized
Verified User
Engineer in Engineering (201-500 employees employees)

Pros

  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.

Cons

  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.

Return on Investment

  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.

Other Software Used

Microsoft Exchange, MS SharePoint, VMware ESXi