Serviceaide

Service desk & IT service management

4,4 /5 (22 avaliações) Escreva uma avaliação!

Resumo do Serviceaide

O que é o Serviceaide?

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.

Resumo do Serviceaide

Preços

A partir de
N/A

Opções de preços

Teste Grátis
Gratuito
Assinatura
Relação qualidade/preço

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


Recursos do Serviceaide

Dispositivos
Porte da empresa
P M G
Mercados
Austrália, Canadá, Europa, Estados Unidos
Idiomas
Inglês

Capturas de tela

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

Serviceaide - Avaliações

Serviceaide - Avaliações

Classificação geral
4,4
/
5
Excelente
10

Muito bom
10

Regular
2

Ruim
0

Péssimo
0

Relação qualidade/preço
4,1
Recursos
4,1
Praticidade
4,4
Suporte ao cliente
4,4
91% dos usuários recomendam este app
Leonardo B.

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

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


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Nikhil D.

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


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Avaliador Verificado

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

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.


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Curtis S.

Great product without the complexity

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


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Ana roberta N.

I use the tool since 2014. Is a good IT Management tool, but needs improvement.

Software for centralization the tickets; Tickets saved in cloud; The software is open for "end user" register the ticket; Approval flow works via mobile.


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Leonardo B.
Porte da empresa: 1.001-5.000 funcionários
Traduzido para o Português

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

Usado Diariamente durante Mais de dois anos
Avaliado em 04/10/2017
Fonte da avaliação: Capterra

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 8.0/10

Nikhil D.
Setor: Segurança de rede e informática
Porte da empresa: 51-200 funcionários
Traduzido para o Português

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

Usado Diariamente durante Mais de um ano
Avaliado em 11/09/2017
Fonte da avaliação: Capterra

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 9.0/10

Avaliador Verificado
Traduzido para o Português

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

Usado Diariamente durante 6 a 12 meses
Avaliado em 26/02/2018
Fonte da avaliação: Capterra

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 5.0/10

Curtis S.
Setor: Serviços e tecnologia da informação
Porte da empresa: 51-200 funcionários
Traduzido para o Português

Great product without the complexity

Usado Diariamente durante Mais de dois anos
Avaliado em 20/01/2017
Fonte da avaliação: Capterra

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

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Ana roberta N.
Setor: Imprensa
Porte da empresa: 1.001-5.000 funcionários
Traduzido para o Português

I use the tool since 2014. Is a good IT Management tool, but needs improvement.

Usado Diariamente durante Mais de dois anos
Avaliado em 21/09/2017
Fonte da avaliação: Capterra

Software for centralization the tickets; Tickets saved in cloud; The software is open for "end user" register the ticket; Approval flow works via mobile.

Vantagens

Easy to set up FLOWS: incident management, demand, change, task and problem;
SLA works well;
Flows of APPROVAL by the system is very cool;
Several organizations; Templates; Groups of service;

Desvantagens

REPORT creation is complicated (when we have to find the corresponding tables);
Difficult to create a graphics for DASHBOARD;
SATISFACTION SURVEY is made by link in email and I would like mailed to the body of the email;
Fields "impact", "urgency" and "priority" visible to users;
The team of SUPPORT and Engineering are slow.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 7.0/10

Recomendação do usuário
8,8/10
Baseado em 22 usuários
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Preço do Serviceaide

Preço do Serviceaide

A partir de
N/A
Teste Grátis
Gratuito
Assinatura
Relação qualidade/preço

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

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

Relação qualidade/preço
4,1/5
Baseado em 22 usuários
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Recursos do Serviceaide

Recursos do Serviceaide

API
Acompanhamento de atividades
Alertas/transferência
Auditoria
Controle do acesso
Dados em tempo real
Ferramentas de colaboração
Gestão de conformidade
Gestão de permissões
Gestão do fluxo de trabalho
Importação/exportação de dados
Integração de terceiros
Interface para arrastar e soltar
Monitoramento
Monitoramento em tempo real
Notificações automáticas
Painel de atividades
Permissões por função
Relatórios e estatística
Visualização de dados
Recursos
4,1/5
Baseado em 22 usuários
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Categorias

Vídeos e Tutoriais

Vídeos e Tutoriais

Mais informações sobre Serviceaide

Mais informações sobre Serviceaide

Principais recursos do Serviceaide

  • 11 supported languages
  • Active Directory synchronization
  • Advanced reporting
  • Analytics
  • Asset discovery & management
  • Configuration management database (CMDB)
  • Custom ticket fields
  • Custom translations
  • Customizable logo
  • Granular permission control
  • Inbound SOAP Web Services API
  • Knowledge management
  • Mobile app
  • Notifications
  • Problem management
  • Request fulfillment
  • Role based security
  • Service catalog
  • Service level management
  • Simplified project management
  • Single sign-on
  • Standard reports
  • Visual workflow designer

Vantagens

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.

Perguntas frequentes sobre o Serviceaide

Perguntas frequentes sobre o Serviceaide

Abaixo estão algumas perguntas frequentes sobre o Serviceaide.

P: Que tipo de planos o Serviceaide oferece?

O Serviceaide oferece os seguintes planos de pagamento:

Modelo de preços: Gratuito, Assinatura

Teste Grátis: Disponível

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

P: Quais são os principais recursos do Serviceaide?

O Serviceaide oferece os seguintes recursos:

  • 11 supported languages
  • Active Directory synchronization
  • Advanced reporting
  • Analytics
  • Asset discovery & management
  • Configuration management database (CMDB)
  • Custom ticket fields
  • Custom translations
  • Customizable logo
  • Granular permission control
  • Inbound SOAP Web Services API
  • Knowledge management
  • Mobile app
  • Notifications
  • Problem management
  • Request fulfillment
  • Role based security
  • Service catalog
  • Service level management
  • Simplified project management
  • Single sign-on
  • Standard reports
  • Visual workflow designer

P: Quem costuma usar o Serviceaide?

Os clientes habituais do Serviceaide são:

Grandes empresas, Empresas de médio porte, Pequenas empresas

P: Em que idioma o Serviceaide está?

O Serviceaide está nos seguintes idiomas:

Inglês

P: Que tipo de planos o Serviceaide oferece?

O Serviceaide tem os seguintes planos de preços:

Gratuito, Assinatura

P: O Serviceaide é compatível com disponíveis móveis?

O Serviceaide é compatível com os seguintes dispositivos:

Android, iPhone, iPad

P: O Serviceaide se integra com quais outros aplicativos?

O Serviceaide se integra com os seguintes aplicativos:

BeyondTrust, Salesforce Sales Cloud, Zapier

P: Que nível de suporte o Serviceaide oferece?

O Serviceaide oferece as seguintes opções de suporte:

Suporte por telefone, Suporte online, Base de conhecimento