Over 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.

Voornaamste voordelen van Serviceaide

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.

Apparaten

Bedrijfsgrootte

K M G

Markten

Verenigde Staten van Amerika, Canada, Australië

Ondersteunde talen

Engels

Afbeeldingen

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

Functies

Totaal aantal functies van Serviceaide: 19

  • API
  • Aangepaste velden
  • Aanpasbare branding
  • Active Directory-integratie (AD)
  • Activiteitendashboard
  • Auditing
  • Automatische meldingen
  • Configureerbare workflow
  • Eenmalige aanmelding
  • Gebruikersbeheer
  • Kennisbankbeheer
  • Mobiele integratie
  • Op regels gebaseerde workflow
  • Op rollen gebaseerde toestemmingen
  • Prognoses
  • Rapportage en statistieken
  • Toestemmingsbeheer
  • Visuele analyse
  • Voor meerdere talen

Alternatieven

xMatters

4,5
#1 alternatief voor Serviceaide
xMatters is een actiegericht IT-waarschuwingsplatform dat gegevens tussen systemen doorgeeft en de juiste mensen...

ConnectWise Automate

4,2
#2 alternatief voor Serviceaide
Vergroot de effectiviteit van je IT-teams en vereenvoudig elk aspect van je bedrijf met flexibele externe monitoring en...

Alloy Navigator

4,5
#3 alternatief voor Serviceaide
Alloy Navigator is een all-inclusive oplossing voor het beheer van IT-service en -goederen die doordachte antwoorden...

VIZOR ServiceDesk & IT Assets

4
#4 alternatief voor Serviceaide
VIZOR is een ITIL-gecertificeerde oplossing voor IT-service en -middelenbeheer. Functies omvatten automatische...

Reviews

Totaalscore

4,4 /5
(22)
Prijs-kwaliteitverhouding
4,1/5
Functies
4,1/5
Gebruiksgemak
4,4/5
Klantenondersteuning
4,4/5

Heb je Serviceaide al?

Softwarekopers hebben je hulp nodig! Productreviews helpen anderen om goede beslissingen te nemen.

Schrijf een review!
5 van 22 worden weergegeven
Leonardo B.
Totaalscore
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

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

Beoordeeld op 4/10/2017

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

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

Pluspunten

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.

Minpunten

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.

Nikhil D.
Totaalscore
  • Sector: Computer- en netwerkbeveiliging
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

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

Beoordeeld op 11/9/2017

Pluspunten

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!

Minpunten

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.

Geverifieerde reviewer
Totaalscore
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 5.0 /10

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

Beoordeeld op 26/2/2018

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.

Pluspunten

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.

Curtis S.
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Great product without the complexity

Beoordeeld op 20/1/2017

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

Pluspunten

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

Minpunten

Limited CMDB capability

Ana roberta N.
Totaalscore
  • Sector: Nieuwsbladen
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 7.0 /10

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

Beoordeeld op 21/9/2017

Software for centralization the tickets; Tickets saved in cloud; The software is open for "end...

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

Pluspunten

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;

Minpunten

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.

5 van 22 worden weergegeven Lees alle reviews

Serviceaide - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over Serviceaide.

Serviceaide kent de volgende prijsmodellen:

  • Prijsmodel: Gratis, Abonnement
  • Gratis proef: Beschikbaar

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

Serviceaide biedt de volgende functies:

  • 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

Serviceaide heeft de volgende typische klanten:

Klein bedrijf, Grote ondernemingen, Middelgroot bedrijf

Serviceaide ondersteunt de volgende talen:

Engels

Serviceaide ondersteunt de volgende apparaten:

Android, iPhone, iPad

Serviceaide kan worden geïntegreerd met de volgende toepassingen:

Remote Support, Salesforce Sales Cloud, Zapier

Serviceaide biedt de volgende ondersteuningsopties:

Telefonische ondersteuning, Online ondersteuning, Kennisbank

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