Enterprise Service Management

Faster, simpler, more demand-driven processes.

Automate service processes, schedule processing according to the situation, and display progress transparently: Flexible service management streamlines processes, optimizes resources, and satisfies employees and customers. From IT service management to knowledge management and HR to comprehensive enterprise service management. You save time and money and gain flexibility.

Enterprise Service Management

The successful future of enterprise service management begins where systems and precise processes allow business and services to interact. The ease of use, rapid response and direct interaction of comprehensive service management excites service employees and their customers. In addition, important comfort zones are created that make work easier for everyone involved.

That's why you should choose Serviceware. A service management platform that saves time and costs, increases flexibility, supports digitalization and takes the entire company an important step further towards an innovative, perfect service experience.

Serviceware stands for a unique solution portfolio for the digitalization and automation of service processes. No matter what challenges you face in the service areas of IT, Facility, HR or Shared Customer Services: Decide for yourself which service domain you start with. The platform modules are available to you in every area.


More transparency for your users through a clear digital service catalog.

CIOs are right to invest a lot of time and money in defining suitable service catalogs for IT services. Their goal: clarity in the service offering and sensible design of future services. But other service domains such as facility or HR also offer users a wide range of services. They can all be accessed in a central, company-wide catalog. In order for these investments to be profitable, the definitions must become part of the daily routine of enterprise service management. Do this easily with your Serviceware solution.


Multi-channel access to service.

Offer your services online around the clock - for more user satisfaction. Offer customers a variety of communication channels with telephone, chat, e-mail, and web portal. This not only increases efficiency, but also ensures satisfied customers and employees.


The right priorities with Analytics & Reporting.

A comprehensive set of standard service evaluations and easy-to-use self-service options provide a solid basis for future decisions. Find out the current status of your service team at a glance. Using KPIs (Key Performance Indicators), you can monitor, for example, the percentage availability of a service, the number of faults or orders per month. Thus, you can continuously and sustainably optimize your service quality.

IT Service Management

Delight your employees and customers with an unforgettable service experience. Increase your IT efficiency and achieve excellent service quality by automating your service management processes. At the same time, you can also reduce your costs by freeing up your service staff to focus on other tasks. Work smart, not hard!


Certified best practice workflows according to ITIL.

Ensure the quality of your IT service management with proven templates for IT processes. ITIL is still the standard for describing IT processes. And therefore also the standard to which ITSM software must be oriented. This is why Serviceware solutions for ITSM are based on the ITIL framework. Other processes (ordering, contract management, etc.). can be integrated without any problems.


Information for optimal IT service management: the CMDB.

An integrated Asset & Configuration Management Database (CMDB) brings transparency to your infrastructure and helps avoid business risks. This is how you make IT service even more efficient.


Make the work of ITSM employees easier.

IT service works best where service staff can concentrate on their tasks. Provide your IT staff with an ITSM tool that relieves them of routine tasks, supports them with information and tools, and guides them through ITIL-based processes completely automatically.

HR Service Management

Increase employee motivation with suitable HR services.

Long waiting times, multiple inquiries and then the answer from the HR department again leaves questions unanswered. At the same time, HR employees are not getting anywhere because they have to answer the same questions over and over again.

There is a different way! With Serviceware, employees and HR departments effectively exchange information on HR topics - and once questions have been clarified, they are clear to everyone.

The use of personnel management software in HR management helps to overcome challenges in HR. Because with the countless inquiries, the overview is quickly lost and processing comes to a standstill. Software-supported solutions optimize common HR processes and make them more efficient.


Best Practice HR Service Processes.

With best-practice workflows, you reduce the turnaround time of service requests - especially for routine processes such as onboarding, mutations or offboarding of employees.


Actively provide important HR knowledge.

With clever knowledge management, many queries can be processed more quickly - or become superfluous altogether.



HR services are available around the clock via the Self Service Portal with a transparent service offering.

Certified HR Service Management Software

Serviceware is the first Serview Certified Tool "beyond" IT. Serview awarded Serviceware as the first provider in the field of HR Service Software with the certificate "Serview Certified Tool".

Customer Service Management

The current digitization push is increasing the demands on customer service. At the same time, cost-conscious work is more important than ever in service management. How can you achieve the service excellence that customers expect today? It's simple: Make your customer support fast, easy and personal with customer service software. This improves the customer experience and strengthens the loyalty of your customers. And you'll also increase the productivity of your support center.


Simplified interaction for customers and customer service.

Service portal, multichannel service, and knowledge management tools make you easy to reach and improve first resolution rates.


Rely on Customer Service Automation.

Through intuitive, workflow-based case management, you ensure faster problem resolution and greater efficiency.


Create a central customer service platform.

Deliver end-to-end service experiences by mapping all customer service tasks to service management software.

Additional process packages

Benefit from many other process packages such as Facility Management or the GDPR Package, which we make available to you according to a best practice approach. In this way, you relieve the burden on other service departments in your company, increase your customer satisfaction and offer the perfect company-wide service. Contact us, we will be happy to give you an overview of our complete process portfolio.

Serviceware Processes

We enable all your service processes and access for customers and employees with the unique service management solution Serviceware Processes as part of the Serviceware platform.


Easy and uncomplicated start.

Ready-to-use process packages, practical consulting and compact training will get you to go-live quickly.


First class service.

Top scores for customer satisfaction speak for themselves. With Serviceware and Ontrex, you gain a reliable partner.


Very good price performance ratio.

Extensive functions at manageable costs. In short: the best offer for your service management.

Serviceware: The favorite of IT decision-makers.

For the sixth time in a row, Serviceware 2023 leads the vendor evaluation of the German analyst firm Research in Action for IT and enterprise service management. In addition, Serviceware takes first place in the Recommendation Index, in the Customer Satisfaction category and in the Price-Performance Ratio.

In the study you can also read

  • in which enterprise service management and ITSM areas the CIOs of medium-sized companies will be investing in 2023
  • what their top priorities are
  • how you should assess trend topics such as AI or bots

We are pleased to provide you with the study "Vendor Selection Matrix™ IT and Enterprise Service Management - The Top Vendors for the Upper Midmarket in Germany 2023" free of charge.

Request study now

Serviceware ESM Platform

In the digital economy, people expect technology to work for them, not the other way around. Five software solutions, seamlessly integrated into one platform or independent of each other - whatever works best for you: