Serviceaide

Serviceaide

Service desk & IT service management

4.4/5 (22 avis)

Serviceaide - Présentation

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.

Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Gratuit
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Australie, Canada, Europe, États-Unis

Langues

anglais

Serviceaide - Avis

Note globale
4.4/5
91% d'avis positifs
10
Excellent
10
Très bien
2
Moyen
0
Médiocre
0
Horrible
Nikhil D.
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 11/09/2017
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Curtis S.
Traduire avec Google Translate

Great product without the complexity

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 20/01/2017
Provenance de l'avis : 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

Avantages

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

Inconvénients

Limited CMDB capability

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Ana roberta N.
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 21/09/2017
Provenance de l'avis : 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.

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

7.0/10
Ana F.
Traduire avec Google Translate

Simple and effective product, great value for the business with easy adaptation and good additives.

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 19/09/2017
Provenance de l'avis : Capterra

Incident and change management, easy administration and end-user compliance.

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Jess M.
Traduire avec Google Translate

From the first demo of the product to the end, I've felt 100% supported and confident in the product

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 14/09/2017
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10

Serviceaide - Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Gratuit
Abonnement
Rapport qualité-prix

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

Serviceaide - Fonctionnalités

  • API
  • Audit
  • Notifications automatiques
  • Rapports et statistiques
  • Tableau de bord d'activités

  • Alertes et remontée des problèmes
  • Contrôle d'accès
  • Données en temps réel
  • Gestion des flux de travail
  • Importation et exportation de données
  • Interface glisser-déposer
  • Intégration de tiers
  • Intégration des applications
  • Monitoring
  • Outils de collaboration
  • Rapports en temps réel
  • Rapports personnalisables
  • Suivi des activités
  • Surveillance en temps réel
  • Sécurité SSL

Plus d'informations sur Serviceaide

Serviceaide - Principales fonctionnalités

  • 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

Avantages

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.

Serviceaide - FAQ

Voici quelques-unes des questions fréquentes sur Serviceaide.

Q. Quels sont les types de licence disponibles pour Serviceaide ?

Types de licences disponibles pour Serviceaide :

Type de licence: Gratuit, Abonnement

version d'essai gratuite: Disponible

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

Q. Quelles sont les principales fonctionnalités du logiciel Serviceaide ?

Fonctionnalités du logiciel 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

Q. Qui utilise Serviceaide ?

Utilisateurs habituels du logiciel Serviceaide :

Grandes entreprises, Entreprises de taille moyenne, PME

Q. Dans quelles langues Serviceaide est-il disponible ?

Langues dans lesquelles Serviceaide est disponible :

anglais

Q. Quels sont les types de licence disponibles pour Serviceaide ?

Types de licences disponibles pour Serviceaide:

Gratuit, Abonnement

Q. Serviceaide prend-il en charge les appareils mobiles ?

Appareils pris en charge par Serviceaide :

Android, iPhone, iPad

Q. Avec quelles applications Serviceaide peut-il s'intégrer ?

Applications s'intégrant à Serviceaide :

BeyondTrust, Salesforce Sales Cloud, Zapier

Q. Quelles sont les ressources d'aide disponibles pour Serviceaide ?

Ressources d'aide disponibles pour Serviceaide :

Base de connaissances, Support en ligne, Support téléphonique

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