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TechExcel ServiceWise 常见问题

  • What is TechExcel ServiceWise architecture?

    TechExcel ServiceWise is designed to work as both Client/Server and Web-based application. You can choose to deploy the TechExcel ServiceWise Windows Client to your end users with familiar Windows user interfaces, or you can deploy the TechExcel ServiceWise Web so that your users, especially remote users, can use TechExcel ServiceWise with a browser such as Internet Explorer or Mozilla Firefox. The employees that your service desk supports can use TechExcel ServiceWise Web to submit support requests.

    TechExcel ServiceWise consists of the following applications

    • ServiceWise - IT service management and support with both client/server and Web interfaces.
    • Employee Web Portal - for employee self-service help desk
    • Knowledge – Integrated knowledgebase and document management
    • Add-On Modules
      • AssetWise – CMDB and complete asset management
      • AssetWise Discovery – Automatic asset detection and reporting
      • FormWise – web based forms management
      • KnowledgeWise Enterprise – enhanced knowledge features with A.I. support
      • LinkPlus – Software API allowing third party software integrations
      • Service Agreement – Automate Service Level Agreements

    These applications can be purchased and used separately, or as a suite solution.

    TechExcel ServiceWise installation consists of the following components:

    • TechExcel ServiceWise Database - can support MS Access, SQL Server, Oracle, MySQL, etc.
    • TechExcel ServiceWise Admin
    • TechExcel ServiceWise Client (Windows)
    • TechExcel ServiceWise Web Server
    • TechExcel ServiceWise Document Server
    • TechExcel ServiceWise Web File Publishing Server
    • TechExcel ServiceWise Email Notification Server
    • TechExcel ServiceWise Email Retrieval Server
    • TechExcel ServiceWise AssetWise
    • TechExcel ServiceWise FormWise
    • TechExcel ServiceWise integration modules LinkPlus

  • Does TechExcel ServiceWise support ITIL?

    Yes. The fully integrated service desk solution supports ITIL best practices and methodologies to deliver improved financial performance, increased management functionality and organizational alignment.

    Incident Management TechExcel ServiceWise application facilitates the process to restore IT service to normal functioning after it has been disrupted.

    Problem Management TechExcel ServiceWise facilitates problem identification and recording; classification and allocation, investigation and diagnosis leading to problem resolution and closure.

    Configuration Management When integrated with AssetWise, TechExcel ServiceWise helps to track the current, accurate and comprehensive information about all components in the entire infrastructure.

    Change Management TechExcel ServiceWise aims to manage the process of change and therefore limit the number of incidents related to changes. The workflow includes filtering requests for changes, classifying the requests, approving the changes, and coordinating the changes.

    Service Level Management TechExcel Service Agreement Module provides service level agreement support. The Service Level Agreement (SLA) specifies agreed level of quality between the customer and the service provider for a service.

  • Can I evaluate TechExcel ServiceWise with full functionality before purchasing?

    Yes. You can download a fully functional copy of TechExcel ServiceWise solution from our download site, and evaluate it free for 30 days.

  • Can TechExcel ServiceWise support remote access?

    Yes. With TechExcel ServiceWise Web or TechExcel ServiceWise Wireless, your internal users can access TechExcel ServiceWise functions and data via a browser or handheld device from anywhere, at anytime. TechExcel ServiceWise can also send email notification to pagers and other handheld devices.

    Using the Employee Web Portal, employees can access and work with their issues.

  • How customizable is TechExcel ServiceWise? What can be customized?

    TechExcel ServiceWise can be customized via the TechExcel ServiceWise Admin application. All the pages (forms) and fields can be easily customized by point-and-click operations. All workflow rules can be configured and changed by intuitive interfaces. In additional to the GUI and workflow rules, many other settings can also be customized or changed according to project needs or personal preferences.

    Best of all, the customizations can be done by functional managers. You do not need to hire expensive consultants to re-program the application to fit your business needs.

  • Does TechExcel ServiceWise support security control?

    Yes, TechExcel ServiceWise provides several levels of security control. First, TechExcel ServiceWise requires each user to pass his or her own authentication or NT authentication to log into the system, and the user's password is encrypted. Second, by defining role-based account types that are associated with different privileges, users with different account types can have varying privileges in the system. Third, page-level and field-level access control can be enforced based on user account type and issue status. TechExcel ServiceWise Web supports HTTPS as well.

  • Are reports customizable?

    Yes, TechExcel ServiceWise provides more than 100 presentation-quality reports that can be customized at runtime. Also, TechExcel ServiceWise provides a custom report builder so that you can build your custom reports easily and quickly. If you have your own Crystal Reports instance, you can plug them into TechExcel ServiceWise.

  • Does TechExcel ServiceWise track the entire audit trail of an issue?

    Yes, TechExcel ServiceWise tracks the entire history of the issue life cycle, from its inception to its closure. At each stage of its life cycle, changes are recorded about who did what at what time. Also TechExcel ServiceWise provides complete audit trail on all field change.

  • Can TechExcel ServiceWise be used to manage multiple user groups and processes?

    Yes, you can create unlimited number of projects in TechExcel ServiceWise to manage different business processes throughout the organization. The project structure and workflow capabilities allow organizations to model and implement an unlimited number of business processes. Common uses include Incident and Problem management, Change management, HR, and Facilities management and operations. The project structure allows these processes to be unique, however, share data between processes when necessary.

  • Can TechExcel ServiceWise handle email from employees?

    Yes. TechExcel ServiceWise provides workflow-enabled email processing capabilities. It can retrieve any emails sent from your employees, process them, auto route emails to appropriate engineers based on workflow rules, send auto reply to your employees, organize all your email exchanges with customer as a tree, auto associate emails with incidents and employees, and manage multiple attachments in emails, etc.

  • Does TechExcel ServiceWise support auto email notification?

    Yes, TechExcel ServiceWise Email Notification Server automatically sends out email notifications to users based on pre-defined triggers and conditions. Email notifications can be triggered by issue creation or forwarding, status change, field change, etc. There are many types of email recipients that can be selected including special recipients such as previous owner, linked issue owner, etc.

  • Does TechExcel ServiceWise support auto routing and escalation?

    Yes. When a new issue is created or an existing issue is forwarded, it can be auto routed to the appropriate user based on their skill level and workload. Issues can also be auto escalated to team leaders along with alert messages if the issues are open too long, past due, or stagnant.

  • Can TechExcel ServiceWise attach multiple files to an issue?

    Certainly. You can attach unlimited number of files to an issue, and each attached file can support unlimited revisions. Employees can also attach files to issues via the Employee Web Portal.

  • Can TechExcel ServiceWise save queries?

    Yes. You can define public or private queries and save them for future use.

  • What databases does TechExcel ServiceWise support?

    TechExcel ServiceWise can use any ODBC-compatible database. The most common databases are MS SQL Server, Oracle, and MS Access.

  • How does TechExcel ServiceWise perform for large teams?

    TechExcel ServiceWise is a very scalable solution. ServiceWise is comprised of numerous Services that may be installed on a single server, or scaled across multiple servers as needed. Multiple web servers and dedicated reporting servers may also be configured if necessary.

  • Can TechExcel ServiceWise integrate with other applications such as ERP?

    Yes. By using the LinkPlus module, TechExcel ServiceWise can be integrated with any 3rd-party application.

  • What types of licenses are available for TechExcel ServiceWise?

    TechExcel ServiceWise supports fixed and floating (concurrent) licenses. A system may use a combination of fixed and floating licenses to optimize usage.

  • I currently use another product. Can TechExcel ServiceWise import existing issues?

    TechExcel ServiceWise has a built-in import feature. TechExcel ServiceWise can import both user and asset data from a formatted text file.

  • I am currently using DevTrack. Is there any integration between TechExcel ServiceWise and DevTrack?

    Yes, it is possible to copy and link issues between DevTrack and TechExcel ServiceWise.

  • What is TechExcel ServiceWise for Small Business?

    We offer special pricing for small businesses. To check if your organization qualifies for small business pricing, please contact TechExcel Sales at 1-800-439-7782 ext 5, or email sales@techexcel.com.

  • How do I evaluate and purchase TechExcel ServiceWise?

    It is easy to evaluate and purchase DevTrack. Here are the steps:

    • Try TechExcel ServiceWise live
    • Download the fully functional TechExcel ServiceWise from our web site
    • Evaluate with your teams
    • Contact TechExcel Support by calling 925-871-3900 ext 4 or email support@techexcel.com if you have any questions or need any assistance
    • Contact TechExcel Sales by calling 925-871-3900 ext 5 or email sales@techexcel.com.

    We accept major credit cards, money order and checks. All prices are in US Dollars.

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