TechExcel Announces ServiceWise 8.1, Extending the Benefits of IT Service Management to Globally Distributed Support Teams

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Latest version introduces multilingual configuration to dramatically improve communication between cross-cultural, global teams and a new, robust dashboard that increases management visibility

TechExcel, Inc., a leading provider of IT Service Management and help desk issue tracking software, today announced the release of ServiceWise 8.1. ServiceWise is known as a highly configurable and scalable software solution for managing IT requests, incidents, problems, and change records. New features in ServiceWise 8.1 include support for Unicode characters, customizable language settings for user interfaces, and a new dashboard reporting interface called MyWork.

"With our new multilingual configuration settings and Unicode support, we can meet the needs of the growing number of IT and support users in Eastern Europe and Asia. ServiceWise is now truly a global solution," said Dr. Tieren Zhou, TechExcel's CEO and Chief Software Architect. He continued, "Also, the MyWork dashboard allows executives, managers, and teams to see all of their work in one place, in their own language making it easy to access all work items."

In ServiceWise 8.1 every user has a MyWork dashboard page with their key metrics, individual work items, and group projects. Users may configure the layout, select language preferences, and add custom reports as page content such as: open issues, team or group assignments, SLA performance metrics, distribution reports and request trends. Furthermore, the MyWork dashboard spans all TechExcel applications, including DevSuite and CustomerWise, allowing single sign-on and cross-product reporting. This allows users and managers the ability to consolidate work related information into a single place which improves visibility when managing global teams.

Developed using feedback from large global IT teams, ServiceWise 8.1 introduces multilingual settings for user defined fields and labels. Team members may now collaborate on issues while viewing information in their native language helping to close communication gaps and encourage teamwork resulting in more cohesive teams. ServiceWise 8.1 also supports Unicode to ensure additional languages and characters display correctly. Localized versions for Japanese, French, and Chinese are also available.

What's New in ServiceWise 8.1: The insight required for managing successful global IT and support
TechExcel ServiceWise provides companies with the essential tools necessary to effectively manage support and IT request processes. ServiceWise is designed to improve inter-departmental communication through knowledge management; an essential functionality needed for organizations to meet and exceed customers' expectations. Version 8.1 introduces new system integrations that allow IT to leverage their current investments and additional features that improve collaboration, management, and usability. New features of ServiceWise 8.1 include:

  •     MyWork Dashboard
  •     Multilingual setup for user defined fields
  •     Unicode support
  •     Integration with Microsoft SCCM
  •     Integration with Altiris
  •     Additional SLA clock
  •     Easy file attachments
  •     Skill set management for project planning

Configurability and user interface customization have always been part of the core strengths of TechExcel solutions. The addition of multilingual configuration settings in ServiceWise 8.1 continues this tradition by allowing a single ServiceWise projects to be configured for global teams. Users can now collaborate more effectively by viewing the many different types of requests a support team encounters in their own language - even when moving from one team member to another that may have different language preferences. ServiceWise 8.1 also includes support for Unicode to allow for additional languages and characters.

On-demand Web seminars and personal demonstrations of TechExcel ServiceWise 8.1 are available now. Call 800-439-7782 extension 5 or visit http://www.techexcel.com for more information about TechExcel offerings.

About TechExcel            
TechExcel, Inc. is the leader in unified Application Lifecycle Management as well as Support and Service solutions that bridge the divide between product development and service/support. This unification enables enterprises to focus on the strategic goals of product design, project planning, development and testing, while enabling transparent visibility with all customer-facing initiatives. Founded in 1995 and headquartered in Lafayette, California, TechExcel has over 1,500 customers in more than 42 countries and maintains offices in Chapel Hill, North Carolina, London and Beijing. For more information, visit http://www.techexcel.com or call 925-871-3900 in the United States or +44(0)208 322 7750 in the United Kingdom.

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