helpLine was a German-developed IT Service Management (ITSM) solution designed to structure, automate, and optimize service processes across organizations. Developed into a full-scale ITSM platform from 2003 onward, helpLine quickly established itself as a leading system for managing complex service operations.
In 2005, helpLine became the first German ITSM software certified by PinkVERIFY for compliance with ITIL best practices, underscoring its alignment with international service management standards. The platform offers comprehensive functionality across all major ITIL disciplines, including incident, change, problem, request, configuration, and service-level management.
helpLine enabled organizations to model and control their entire service lifecycle—from request handling and process automation to performance monitoring and SLA tracking. Its modular architecture and flexible workflow engine support multi-channel service management through web, email, and mobile interfaces.
Building on its success, helpLine later evolved into what became known as Serviceware Processes, forming a core part of the Serviceware platform.
