Serviceaide

Service desk & IT service management

4,4 /5 (22 avis) Donnez votre avis !

Serviceaide - Présentation

Description du logiciel 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.

Serviceaide - Présentation

Prix

À partir de
N/A

Types de licence

Essai gratuit
Gratuit
Abonnement
Rapport qualité-prix

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


Serviceaide - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada, Australie
Langues
anglais

Media

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

Serviceaide - Avis

Serviceaide - Avis

Note globale
4,4
/
5
Excellent
10

Très bien
10

Moyen
2

Médiocre
0

Mauvais
0

Rapport qualité-prix
4,1
Fonctionnalités
4,1
Simplicité d'utilisation
4,4
Support client
4,4
91% des utilisateurs recommandent cette application
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.


Traduire avec Google Translate
Nikhil D.

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


Traduire avec Google Translate
Utilisateur vérifié

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.
Taille de l'entreprise: 1 001-5 000 employés
Traduire en français

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 04/10/2017
Provenance de l'avis : Capterra

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

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 8.0/10

Nikhil D.
Secteur d'activité: Informatique et sécurité réseau
Taille de l'entreprise: 51-200 employés
Traduire en français

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

Utilisateur vérifié
Traduire en français

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

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 26/02/2018
Provenance de l'avis : 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.

Avantages

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 5.0/10

Curtis S.
Secteur d'activité: Services et technologies de l'information
Taille de l'entreprise: 51-200 employés
Traduire en français

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.
Secteur d'activité: Presse écrite
Taille de l'entreprise: 1 001-5 000 employés
Traduire en français

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

Recommandation utilisateur
8,8/10
Basé sur 22 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Serviceaide - Prix

Serviceaide - Prix

À partir de
N/A
Essai gratuit
Gratuit
Abonnement
Rapport qualité-prix

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

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

Rapport qualité-prix
4,1/5
Basé sur 22 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Serviceaide - Fonctionnalités

Serviceaide - Fonctionnalités

API
Alertes et remontée des problèmes
Audit
Autorisations basées sur les rôles
Contrôle d'accès
Données en temps réel
Gestion de la conformité
Gestion des autorisations
Gestion des flux de travail
Importation et exportation de données
Interface glisser-déposer
Intégration de tiers
Monitoring
Notifications automatiques
Outils de collaboration
Rapports et statistiques
Suivi des activités
Surveillance en temps réel
Tableau de bord d'activités
Visualisation de données
Fonctionnalités
4,1/5
Basé sur 22 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Plus d'informations sur Serviceaide

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

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

Essai gratuit: 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 :

PME, Grandes entreprises, Entreprises de taille moyenne

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 :

Support téléphonique, Support en ligne, Base de connaissances