Serviceaide

Avantages

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!

Inconvénients

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.

Avantages

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

Inconvénients

Limited CMDB capability

Avantages

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;

Inconvénients

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.

Avantages

I have been using this product for more than two years and I can say that in this period, major changes in features and dedication to improvements make this cloud tool one of the best in the market. Simple adherence, efficiency in incident management modules and service request and assets are your strengths, easy administration and rich knowledge network for your company. I hope they continue to improve for the market that each time needs quality and confidence.

Inconvénients

There is still a lot to do about reporting and advanced customizations, but I believe that with every new update Service Aide can listen to its partners and bring breakthroughs even in underserved areas.

Avantages

I like that you can customise the software to manage organisations, categorisations, workflows, SLAs, etc. to work in a way that suits your business needs. My organisational structure is pretty complex but ServiceAide has given us the ability to customise it how we need and work to the complicated structure we have. I also like the customer support chat functionality... Rather than having to log tickets for every question I want to ask, there are helpful advisers available to chat to and provide instant feedback. Lastly, I really like the project workspace. It is very simple to use, looks good and with customisable lanes, I can add certain sections suited to different projects and remove them for others.

Inconvénients

There are a few limitations within the software I'm finding but the good thing is, the product management team are keen to know about these things and see if it's feasible to make some changes. The other thing is that it's a very niche product. It can take some time to get your head around the way each part of the system links up with each other but once you understand it and it clicks, it's simple enough to use.