Serviceware Processes

Serviceware Processes is an IT service management and enterprise service management engine developed by Serviceware SE, a German software company. The product is designed for organisations that want to standardise, automate and continuously improve the services delivered by IT and other shared service functions such as HR, facilities and finance. Many service organisations struggle with rigid tools that cannot reflect their actual processes, leading to workarounds, inconsistent service and limited transparency. Serviceware Processes addresses this through a highly flexible, workflow-driven architecture that allows processes to be modelled and adapted to organisational needs. The platform incorporates artificial intelligence to support classification, routing and knowledge retrieval, helping agents handle requests more efficiently. Its approach aligns with established frameworks such as ITIL while leaving room for customisation, positioning it as a configurable engine rather than a fixed set of predefined processes.

Key capabilities include incident, problem, change, request and asset management, a service catalogue and self-service portal, and configurable workflows for approvals and escalations. AI-driven features can analyse ticket content to suggest categories, assignments and solutions, while integration with Serviceware’s knowledge management tools helps agents and users find answers quickly. Enterprise service management capabilities extend the same process engine to departments beyond IT, enabling consistent service experiences across the organisation. Integrations with monitoring tools, directory services, communication platforms and ERP systems support automation and data exchange. Serviceware also offers complementary products for financial and service performance management, allowing organisations to link service delivery with cost transparency. The platform can be deployed in the cloud or on-premises, and it supports European data protection requirements. Serviceware Processes is aimed at medium-sized and large enterprises, public-sector organisations and IT service providers, particularly in German-speaking and wider European markets, with strong adoption in finance, manufacturing and public administration. Pricing starts from around EUR 75 with a free trial; there is no permanently free version.