ServiceBase is an 100% web-based software application for help desk customer problem management for the processing and tracking of customer requests for technical support. The system is designed to enable suppliers to improve their online support of their customers in the use of their applications, services or other products. The structure of the ServiceBase application allows for the creation of concurrent accounts for different users and different products, as well as for transferring different access rights into the Knowledge Base. As ServiceBase is web-based, communication with the customer is carried out via Internet, using secure methods for communication if required. It allows for resolved problems to be exported from the Problem Log into the Knowledge Base, in which they may then be categorized and published.

ServiceBase application can be used by both an experienced member of a support department and by a common user who may not be exceptionally skilled in IT. No special education or training is required. Some of the application functions may be available only to support analysts and managers. The availability of a particular application function is dependent upon the application role assigned to the user. ServiceBase application is designed for companies that provide technical support for more products/applications concurrently preferably to their company clients.

There are almost no limits on the size of the support team, the number of supported products, or of registered customers.