Sobre o Intelligent Service Management

ServiceAide is a scalable service desk and service management solution that helps facilitate customer support and IT service operations for commercial sale and/or the unique needs of internal departments. Organizations can create and operate their own solutions by configuring settings and customizing workflows, eliminating the need for code development. Users can track, manage and assign dedicated support analysts and provide tailored services to each customer.

ServiceAide’s help desk solution enables user requests from email, web, phone, fixed or mobile whether via self-service, an automated resolution process, knowledge database, or skills-based routing for the most qualified agent. Incident and problem management tools help determine services or configuration items that failed and provide reports for identifying trends in problems and analyzing costs. Change management features provide impact analysis and planning capabilities, and help ensure all policy and compliance standards are met, reviewed and approved prior to implementation.

Tools for asset discovery and management help users discover, track, and audit various aspects of IT assets within the organization including servers, laptops, desktops, operating systems, virtual machines, application software, and more. ServiceAide’s service storefront provides an online catalog of visual cues and icons that help expose IT and business services to users that can be added through out of the box connectors. A visual drag-and-drop process designer allows users to automate workflows and tasks to help improve response times.

More of ServiceAide’s features include configuration management, service automation, project management, knowledge management, internalization, and elastic search. Native mobile apps for iOS and Android allow users to filter through the ticket queue, attach pictures to a ticket, and use speech-to-text technology to enter text.

Principais benefícios do Intelligent Service Management

ServiceAide helps users manage task and project execution through custom tailored process workflows that align with the way the organization operates.

ServiceAide allows organizations to keep their service catalog aligned with the needs of the business and organizational objectives.

Comprehensive features enable users to identify and respond more quickly to incidents and requests for service with individualized services for each customer.

ServiceAide provides anytime, anywhere access via web and mobile, including self-service resolutions that help lower overall ticket volume.

ITIL processes via browser or mobile apps in different languages enable users to submit incidents and requests with detailed information for heightened responsiveness.

Dispositivos

Porte da empresa

P M G

Mercados

Austrália, Canadá, Estados Unidos

Idiomas

inglês

Imagens

Create and modify processes using the visual drag-and drop workflow editor
The service storefront provides access to various IT and business services to users
View and manage a detailed list of tickets via the ticket center
Change management features help ensure changes are planned, communicated, and scheduled
Submit new tickets and view related entries and assets
Add and edit basic contact information for users
Edit and save organizations' details and add logos
View and manage tickets using ServiceAide’s mobile application for iOS or Android
Users can solve problems without creating a ticket through the self-service portal
Ver mais 10
Intelligent Service Management - Vídeo
Captura de tela do Intelligent Service Management: Create and modify processes using the visual drag-and drop workflow editor Captura de tela do Intelligent Service Management: The service storefront provides access to various IT and business services to users Captura de tela do Intelligent Service Management: View and manage a detailed list of tickets via the ticket center Captura de tela do Intelligent Service Management: Change management features help ensure changes are planned, communicated, and scheduled Captura de tela do Intelligent Service Management: Submit new tickets and view related entries and assets Captura de tela do Intelligent Service Management: Add and edit basic contact information for users Captura de tela do Intelligent Service Management: Edit and save organizations' details and add logos Captura de tela do Intelligent Service Management: View and manage tickets using ServiceAide’s mobile application for iOS or Android Captura de tela do Intelligent Service Management: Users can solve problems without creating a ticket through the self-service portal

Recursos

Total de recursos do Intelligent Service Management: 42

  • API
  • Acesso para Celular
  • Alertas/notificações
  • Alertas/transferência
  • Análise de dados visual
  • Armazenamento de documentos
  • Campos personalizáveis
  • Catálogo de serviço
  • Comunicação multicanal
  • Controles/permissões de acesso
  • Fluxo de trabalho baseado em regras
  • Fluxo de trabalho configurável
  • Fluxo de trabalho de aprovações
  • Geração de relatórios de atendimento
  • Gerenciamento de configuração
  • Gerenciamento de e-mails
  • Gerenciamento de usuários
  • Gestão da base de conhecimento
  • Gestão de ativos de TI
  • Gestão de auditorias
  • Gestão de estoques
  • Gestão de incidentes
  • Gestão de mudanças
  • Gestão de problemas
  • Gestão de projetos
  • Gestão de tíquetes
  • Gestão do SLA (acordo do nível de serviço)
  • Gestão do conhecimento
  • Imagem de marca personalizável
  • Integração do Active Directory
  • Logon único
  • Painel de atividades
  • Permissões por função
  • Planejamento de mudanças
  • Portal de autoatendimento
  • Projeções
  • Rastreamento de interações
  • Rastreamento de recursos
  • Relatórios e estatística
  • Roteamento automático
  • Supervisão de rede
  • Vários idiomas

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BOSSDesk

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VIZOR IT Asset Management

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Avaliações

Classificação geral

4,4 /5
(23)
Relação qualidade/preço
4,2/5
Recursos
4,2/5
Praticidade
4,4/5
Suporte ao cliente
4,4/5

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Exibindo 5 avaliações de 23
Leonardo B.
Classificação geral
  • Porte da empresa: 1.001-5.000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

It's been a great partnership. We've been using it for almost 3 years.

Avaliado em 04/10/2017

The ITSM is really structured now. It's the most importante thing.

The ITSM is really structured now. It's the most importante thing.

Vantagens

I really like what I get as an administrator. Everything is conected, and simple to configure. The self-service portal and it's features is also amazing.

Desvantagens

The service feedback is awful. We can't embed the question, we can't personalize our forms, even the service feedback e-mail is bad.

Ryan V.
Classificação geral
  • Setor: Automotivo
  • Porte da empresa: 2-10 funcionários
  • Usado Diariamente durante 1 a 5 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Amazing customer experience!

Avaliado em 18/03/2021

Incredible customer service, precise vehicle maintenance management.

Incredible customer service, precise vehicle maintenance management.

Vantagens

Its ability to accurately keep up with customer mileage, so then precisely recommend service when needed.

Desvantagens

Training. Their system is very complex, and requires individuals to have a few hours to sit down and learn it. Though this is what I like least, it is also a very important asset to have with this product so we do appreciate SI helping us out so much.

Avaliador Verificado
Classificação geral
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 5.0 /10

Service Management solution that will determine how you run your Service Management

Avaliado em 26/02/2018

A great solution for an organization that is willing to accept the vendors view of ITSM, not...

A great solution for an organization that is willing to accept the vendors view of ITSM, not appropriate if your organization has mature IT but a great solution for a small company without that already.

Vantagens

If you lack leadership in the IT Service Management area and are looking for a solution that will instill discipline (and you are comfortable with outsourcing those choices to a software vendor) then this solution has a lot to offer you. It imposes a way of approaching service management and if you need that outside imposition it'll do a world of good for you.

It does have an increasingly modern look a feel (since being set free from CA Technologies). Uptime has also improved through a migration to AWS.

Nikhil D.
Classificação geral
  • Setor: Segurança de rede e informática
  • Porte da empresa: 51-200 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Easy to use, does what it's meant to do, interface is great and the advanced reports are a...

Avaliado em 11/09/2017

Vantagens

The interface is seamless. Setting it up was easy (I come from a fairly tech background but even if you don't, their support is quick to respond to and help you out with the smallest to the biggest of the questions or requests - yeah, I've tried them all :). Once its all setup, you will see the beauty of IT Service Management at the price that this comes at. Defining the workflows for different paths of approvals to be taken depending upon the nature of request was an added advantage. The backend update cycle is efficient since I've seen multiple update cycles and notifications for new features that are made accessible to us. SLAs could be well defined for the request chains. Creating multiple sub-units within a parent unit is one of the main reasons why we use this product as it solved our ever pressing need to restrict visibility of users and implementers from one department to peek into the stuff of others!

Desvantagens

The default reporting is great. Advanced reporting is amazing but it does need the help of the support team to set it up but once its setup, it gave us exactly everything what we needed by joining multiple tables across its database.

Curtis S.
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 51-200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Great product without the complexity

Avaliado em 20/01/2017

We reviewed several products in this space and decided on ServiceAide due to the strong workflow...

We reviewed several products in this space and decided on ServiceAide due to the strong workflow engine and simplistic approach. We were able to install the product within a short amount of time (10 days) and begin using the core functionality. Our internal IT resource was able to pick up the product quickly and begin to enhance the Service Catalog to meet our client's expectations.

The tool provides importing functionality that allowed us to migrate our customer/user list quickly. ServiceAide provides a Staging and Production environment, which allowed us to thoroughly test features before introducing them into production.

We are very pleased with the overall product capability, ease of use, and feature rich environment.

The implementation was

Vantagens

Ease of use, vast features, robust workflow engine, product integration API's, low cost.

Desvantagens

Limited CMDB capability

Exibindo 5 avaliações de 23 Leia todas as avaliações

Perguntas frequentes sobre o Intelligent Service Management

Abaixo estão algumas perguntas frequentes sobre o Intelligent Service Management.

O Intelligent Service Management oferece os seguintes planos de pagamento:

  • A partir de:
  • Modelo de preços: Gratuito, Assinatura
  • Teste Grátis: Disponível

Service Management Edition: named or concurrent analysts. Contact ServiceAide for pricing.

Não temos informações sobre os recursos do Intelligent Service Management.

Os clientes habituais do Intelligent Service Management são:

Profissional autônomo, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+

O Intelligent Service Management está nos seguintes idiomas:

inglês

O Intelligent Service Management é compatível com os seguintes dispositivos:

Android (celular), iPhone (celular), iPad (tablet)

O Intelligent Service Management se integra com os seguintes aplicativos:

Salesforce Sales Cloud, Zapier

O Intelligent Service Management oferece as seguintes opções de suporte:

Email/Help Desk, Base de conhecimento, Suporte por telefone, 24 horas por dia (representante ao vivo)

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