helpLine ITSM Software

helpLine. ITSM software for your business.

Gain higher productivity and cost savings through automated IT-processes

Tried-and-tested best practices in ITSM
Hybrid operating model
Top value for money

The building blocks for your IT service success – helpLine ITSM software



Accelerate your IT service with the right ITSM software! helpLine allows users and IT staff to communicate fast and directly.

#UX  #SelfServicePortal #FieldServiceApp

itsm software processes

ITSM processes

Control your IT processes with intelligent software! To make space for the most important resources of your IT service: your staff.

#ITIL #IT-Prozesse #ServiceKatalog #ServiceLevel

/itsm software infos

Optimal availability
of information

Push your IT service forward. A helpLine ITSM solution offers comprehensive reporting functions and interacts perfectly with a modern IT environment.

#BI #CMDB #AssetManagement

A good ITSM tool makes your IT service faster and better

Quick, high-quality responses. Just as the users expect.
Does your IT service team want to achieve this? helpLine helps.

Working efficiently in IT service

helpLine IT service for IT staff

IT service employees shape the digitalisation process of their company and keep the digital economy going. We believe: Your IT service deserves the best working environment possible. An ITSM software that allows them to process every single task faster and more easily. They deserve helpLine.

Because helpLine helps you
  • focus on the right aspects immediately
  • find important information fast
  • document service tasks consistently

Self-service included

Directly access the service catalogue of your ITSM software via the helpLine portal and online shop
Self-Service presentation

Users love web content – but only if it is easy to navigate. With the helpLine Portal, your users can access your customer services even more comfortably. This makes the work of your service team easier.

The helpLine service portal
  • End users input information
  • Knowledge base
  • Dialogue with the IT service
  • Online shop for IT services and products
  • . . . around the clock

On-site IT service – perfectly organised

Directly integrate the mobile service into the ITSM software

Tired of printing out orders for on-site service visits? Serviceware FSM, the Field Service Management (FSM) solution by Serviceware, consistently integrates your employees in the IT service management on site.

FSM offers:

Planning of mobile service visits (including route optimisation)
Comfortable customer service app

Paperless documentation – even on the go

More information about Serviceware FSM

Field Service Software for ITSM

ITIL & beyond

Ensure high-quality IT processes with certified ITSM software

Analysts’ opinions on helpLine ITSM software

Certified IT and enterprise service management

ITIL remains the main standard for the description of IT processes – despite all discussions of the past years. And, of course, it is the benchmark for ITSM software. This is why Serviceware regularly subjects its solution to independent audits that ensure the ITIL compatibility of the helpLine ITSM processes and guarantee optimal support for IT organisations.

The result: helpLine is one of the world’s leading software systems for IT service management — fully certified and recommended by analysts.

Ready for immediate use

reliable out-of-the-box workflows and functions for integrated IT service work


helpLine combines the ITIL best practices with far-reaching experience gained during more than 1,000 IT service projects

Top value for money

ITSM software with comprehensive features at extremely attractive prices


“Congratulations to helpLine for the PinkVERIFY 2011 certification of nine of its core IT service management processes. This update again reinforces helpLine’s continuous commitment to the ITIL framework.”

David Ratcliffe, President, Pink Elephant

“Serviceware has subjected its software solution to the strict assessment required for the certification and successfully passed the subsequent test. Congratulations.”

Michael Kresse, Owner and Managing Associate of SERVIEW

Serviceware again market leader for IT and Enterprise Service Software

For the “Vendor Selection Matrix – IT and Enterprise Service Management SaaS and Software: The top 20 providers for the upper midmarket in Germany 2019”, the German analysts from Research in Action (RIA) surveyed 750 IT budget managers from all over Germany.

. . . more than ITIL

ITSM software that will help you handle any process

Simplify many standard IT processes with helpLine ITSM software. Standard processes from the ITIL framework and all other service processes your company needs. Your advantage: you build on standardised, reliable service workflows that can easily be adjusted to meet specific wishes. Some examples:

  • Access management: Who has rights to access which service? Simplify the management of user roles and the editing of authorisation enquiries. This ensures that only authorised users gain access to your services.
  • Order management: A transparent ordering process, ranging from the selection of a product, authorisation and delivery to the commissioning of new devices or installation of software – for an easier everyday life for users and IT.
  • Contract management: Cost reduction on the basis of limited, calculable contractual risks is the main goal of all contracting processes. In helpLine, contractual information is integrated into the asset management system for greater transparency. Filing, authorisation and contract cancellation processes increase efficiency and ensure that you always maintain a clear overview.

Software for your IT service catalogue

Greater transparency for users and IT thanks to a clear range of digital services

Decision-makers in IT invest a great deal of time and money into defining IT service catalogues. Your goal: you wish to make your range of services clearer and design sensible new services. To ensure that these investments are profitable, you need to integrate their definitions into the everyday work of your IT service.

pLine ITSM helps you take your service portfolio from the catalogue into practice:
  • Service in context: Standardised IT services, such as a standard workplace equipped with the necessary software and peripheral devices, are saved in helpLine and can be allocated easily. Including a graphic visualisation function in the CMDB-Explorer.
  • Transparent catalogue: With helpLine, everyone knows what to expect from everyone else. Users can see a clear range of services – e.g. in the onlineshop. IT staff understand customer expectations.
  • Digital SLAs: DLinking your services with the service level agreement provides clarity in terms of quality and costs for each service process – entirely automatically.

Reporting and integration in your IT service

Knowledge is power. Use your knowledge of your ITSM software to gain a decisive service advantage

Kick-start your IT service

Simply with data from your ITSM software

With helpLine, you can keep an overview of current trends and quickly generate convincing evaluations. To increase the usefulness of your ITSM software.

helpLine offers:

a dedicated BI centre – immediate launch with many informative key figures

a reliable report builder – Microsoft Reporting Services for comprehensive analyses and reports

self-service evaluation – helpLine delivers technical data to your preferred platform

New: analyse the performance of your IT service management wherever and whenever you want – with helpLine & Power BI

Out Now: Analyze your ITSM performance whenever and whereever you want - with helpLine & Power BI!

helpLine CMDB – a future-proof basis for your IT service

Establish each CI reliably

The helpLine service asset and configuration management system makes your IT service even more efficient. Supported by a modern data exchange architecture, it allows you to display all significant information from the Configuration Management Database (CMDB).

CMDB Software for ITSM

Service participants have access to an integrated view of all business services and their underlying infrastructure. This clear depiction within the helpLine CMDB Explorer can be used for any service process within the entire service life cycle.

  • Flexible data model
  • Any type of link
  • Downtime simulation

Consolidate all data across the entire company. The helpLine CMDB can be connected to inventory solutions or other systems/databases using standard interfaces.

Are you integrating yet?

IT service software with simple interfaces

Thanks to standardised interfaces for many systems, you can integrate your helpLine solution into your infrastructure quickly and comprehensively. This facilitates the exchange of information with third-party systems and control of processes beyond system boundaries.

  • Digitalise communication: helpLine uses existing communication solutions and integrates them into a single system – for telephone and e-mail systems alike
  • Integrate information about IT users and service products: Simply connect existing systems for the management of personal data or inventory solutions with your ITSM software
  • Cross-system ITSM processes: : helpLine exchanges data with third-party systems (e.g. in the case of downtime notices from the network management or for transferring information to resource planning and vice versa)

Next-generation ITSM software

Invest in software that kick-starts your IT service management

Hybrid operating model for your ITSM software

Use helpLine according to your unique requirements – as an on-site installation or via the cloud. Or choose the full-service variety: the helpLine managed-service solution.

On premise

Would you like to run your ITSM software entirely on your own premises and link it to your other systems? Choose a helpLine ITSM version that is installed entirely in your company and maintain full control of your ITSM system.

Cloud option

Do you prefer to operate your system via the cloud in order to ease the burden on your IT infrastructure? Use the private helpLine cloud to run your ITSM software. This allows you to lower your administrative efforts and still use a customised system.

Managed services

Would you like to concentrate fully on your ITY processes, using fewer resources for maintaining and managing your ITSM software? helpLine solution management is the right choice for you: We take care of your system maintenance needs.

ITSM software – designed for your future

Our development of helpLine is based entirely on the needs of our customers
  • A strong team: 50+ software engineers and industrial designers develop our ITSM Software „Made in Germany“. The advantage for users of helpLine: Not only our customer support, but also our team of developers is always close to our customers (e.g. by way of UGM and beta programs).
  • Focused methods: : helpLine ITSM software is particularly efficient, user-friendly and close to our customers. Agile development (SCRUM method) ensures high quality and quick innovation cycles.
  • Future-proof technology: We give our customers an innovative advantage by adapting new technologies early, especially in our capacity as a Microsoft Gold Application Partner, schafft Innovationsvorsprung für unsere Kunden.
Software Made in Germany

Do you have any more questions about the helpLine ITSM software?


Get to know helpLine online!

  • Quick overview in the live system (approx. 30 minutes)
  • Tailored to your requirements
  • We will be happy to accommodate your schedule!


Talk to an expert!

  • Call-back at short notice
  • Advice from an experienced support officer
  • Discussion of your individual questions
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