About 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.

Key benefits of 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.

Devices

Business size

S M L

Markets

Australia, Canada, United States

Supported Languages

English

Images

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

Features

Total features of Intelligent Service Management: 42

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Workflow
  • Asset Tracking
  • Audit Management
  • Automated Routing
  • Change Management
  • Change Planning
  • Configurable Workflow
  • Configuration Management
  • Customisable Branding
  • Customizable Fields
  • Document Storage
  • Email Management
  • IT Asset Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Knowledge Base Management
  • Knowledge Management
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Problem Management
  • Project Management
  • Projections
  • Reporting & Statistics
  • Role-Based Permissions
  • Rules-Based Workflow
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Ticket Management
  • User Management
  • Visual Analytics

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Reviews

Overall rating

4.4 /5
(23)
Value for Money
4.2/5
Features
4.2/5
Ease of Use
4.4/5
Customer Support
4.4/5

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Showing 5 reviews of 23
Leonardo B.
Overall rating
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

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

Reviewed on 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.

Pros

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.

Cons

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.
Overall rating
  • Industry: Automotive
  • Company size: 2-10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Amazing customer experience!

Reviewed on 18/03/2021

Incredible customer service, precise vehicle maintenance management.

Incredible customer service, precise vehicle maintenance management.

Pros

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

Cons

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.

Verified Reviewer
Overall rating
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

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

Reviewed on 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.

Pros

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.
Overall rating
  • Industry: Computer & Network Security
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

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

Reviewed on 11/09/2017

Pros

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!

Cons

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.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great product without the complexity

Reviewed on 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

Pros

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

Cons

Limited CMDB capability

Showing 5 reviews of 23 Read all reviews

Intelligent Service Management FAQs

Below are some frequently asked questions for Intelligent Service Management.

Intelligent Service Management offers the following pricing plans:

  • Starting from:
  • Pricing model: Free, Subscription
  • Free Trial: Available

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

We do not have any information about Intelligent Service Management features

Intelligent Service Management has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

Intelligent Service Management supports the following languages:

English

Intelligent Service Management supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Intelligent Service Management integrates with the following applications:

Salesforce Sales Cloud, Zapier

Intelligent Service Management offers the following support options:

Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live rep)

Related categories

See all software categories found for Intelligent Service Management.