Serviceware Processes


Serviceware Processes

Certified Version:


Your Contact

Damian Metzler



This characterizes the software solution

With the Serviceware platform, customers have the opportunity to digitize and automate all service processes. For internal and external service processes, we offer our customers a broad portfolio of out-of-the-box process packages based on best practices and many years of experience, which optimize internal and external service processes in the most crucial service domains of our customers’ workflows. As one of the few providers in the market, we support our customers not only in operational improvement of service quality and efficiency, but also with comprehensive capabilities to improve planning, budgeting and cost optimization of service processes.


Certified Practices

  • Incident Management
  • Service Request Management
  • Problem Management
  • Service Catalogue Management
  • Service Level Management
  • Change Enablement
  • Knowledge Management
  • Service Financial Management
  • Measurement & Reporting Management
  • Service Configuration Management

License Model

The Serviceware platform is licensed on the basis of five modules (Processes, Knowledge, Messaging, Financial, Performance). The respective modules are offered in two different plans, Professional and Enterprise, depending on the scope and range of functions. Customers have the option to choose between a Perpetual and SAAS model. Licensing for our customers is simple, transparent and reliably predictable.

Available License Models

  • Named User License
  • Enterprise License
  • Concurrent License

Operating Model

OnPrem / SAAS

Available operating Models

  • on premise
  • Public Cloud (Germany)
  • Private cloud

Available languages

  • German
  • English
  • more

Where is the software used? - References

Serviceware today has more than 1,000 platform customers worldwide, including 17 DAX companies and 5 of the 7 largest German companies. In the midmarket, Serviceware successfully addresses all industries of the upper midmarket as well as public clients

Do you need help? - Support

Service is our THEN. Our support is available to customers by phone or email between 08:00-20:00. In addition, we offer our customers access to our service portal with an extensive knowledgebase. If required, customers have access to 24/7 System Critical Support.

In addition to support, we offer our customers a unique service portfolio of managed services, which enables our customers to have a fully managed service for the run and change of the solution.

Always up to date - training courses

An extensive range of training courses enables our customers to build up the knowledge that will allow them to operate and develop the solution independently. For this purpose, we regularly offer different trainings in our training centers. The selection of trainings ranges from pure administration and system maintenance to in-depth trainings for further development of the solution. The trainings are offered in German and English.

On request we create individual training concepts for our customers. The creation of user trainings and training documents individually adapted to the customer is also part of our range of services.


Serviceware SE

Serviceware SE

Telco Kreisel 1 16

65510 Idstein


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Software solutions are important for the successful implementation of service management processes in practice. The right tool ensures that people accept and can apply the processes. Take advantage of our years of experience and absolute neutrality when it comes to evaluating the right ITSM or PM software solution.