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Serviceware Processes
Learn about administration and usage of Serviceware Processes! Documentation, release notes, all versions.
Services
Read here how to create services, define service level agreements, set up the service time calendar, and manage service jobs.

The Serviceware platform
Information on the platform functions, other general information and web help assistance is available here.
Serviceware Processes
Learn about administration and usage of Serviceware Processes! Documentation, release notes, all versions.
- User interface
  First make yourself familiar with the user interface of your application.
- Service Desk
  The Service Desk is the agent's workplace.
- Services
  Read here how to create services, define service level agreements, set up the service time calendar, and manage service jobs.
  - Service Level Management
  - Note for Customers Update
  - The user interface
  - Configuring services
  - Working with Services
  - Service Time Calendar
    In the Service Time Calendar section you can create and manage the service time calendars for customers.
  - Contract Portfolio
  - Job management
  - Portfolio administration
    This section provides information about the administration of Service Portfolio. You will learn how to perform the various administrative tasks related to your service portfolio via navigation menu Services > Portfolio administration.
  - How to: Setting up and using services
- Reporting
  To learn how to create reports, see the following section.
- Design
  Customize your work environment with: Processes Designer, BPMN Process Designer, Dialog Designer, Workflow Designer.
- Chat function
  Serviceware Messaging is the chat function of the Serviceware platform. It allows chat messages to be exchanged and processed within the platform, both with each other and with external requesters.
- Widgets
  The Processes widgets offer users of Serviceware Processes and consumers the opportunity to execute important Serviceware Processes functions via mobile devices.
- Settings
  Agents can make various settings in the Processes user interface.
- Integration
  Information on Data Connector, Connectivity and Telephony
- Administration & Management
  This section provides information about the administration of Serviceware Processes.
- Process Packages
  In this section you will find information about the Process Packages.
- FAQ to Serviceware Processes
  You can find frequently asked questions about installing and configuring your system in the for Serviceware Processes.
- Technical information
  In this section you will find helpful information for your software.
Serviceware Financial
Find out, how to use Serviceware Financial. Here you can get the documentation of the current and previous versions.
Serviceware Knowledge
Find out about the use, editing and administration of Serviceware Knowledge!
Serviceware Performance
Find out, how to install, configure, and manage Serviceware Performance.
Cross-platform modules
In addition to the main modules of the Serviceware platform, there are some add-ons that are available across platforms and optimize work with the platform.
Platform setup
Learn which platform functions you can include in your modules and what you need to do for it.
Deutsche Version

Services

Read here how to create services, define service level agreements, set up the service time calendar, and manage service jobs.

About the Service Level Management

Serviceware Processes offers the possibility to manage your service portfolios.

This allows services and agreements to be defined and managed as part of service level management and thus offered as a service to your customers. This service view allows the revision of the entire life cycle within the IT, embeds fundamental products (CIs=Configuration Items), and displays the implementation of best-practice processes.

The following points are displayed in the Processes Service Level Management:

Service portfolio creation: Business Services, Technical Services, agreements (e. g. SLAs)
Internal Service Management: OLAs/UCs, mapping to roles/agents
Use of services: Identification of customers
Service catalog management: Contract Portfolio, assignment + deselection of services