Serviceaide
Un centre de service et de gestion des services informatiques
4,4 /5 (22 avis) Donnez votre avis !Serviceaide - Présentation
Description du logiciel Serviceaide
ServiceAide est une solution évolutive de gestion de centre de service et de services qui simplifie la mise en œuvre des opérations de services informatiques et de support client afin de répondre aux besoins uniques des services internes et/ou de ventes commerciales. Les entreprises peuvent créer et exploiter leurs propres solutions en configurant des paramètres et en personnalisant les flux de travail, ce qui évite d'avoir à développer du code. Les utilisateurs peuvent suivre, gérer et affecter des analystes d'assistance consacrés et fournir des services sur mesure à chaque client.
La solution de centre d'assistance de ServiceAide prend en charge les demandes des utilisateurs par e-mail, navigateur web et téléphone portable ou fixe, qu'elles proviennent d'un processus en libre-service ou de résolution automatisée, d'une base de connaissances ou d'un routage basé sur les compétences vers l'agent le mieux qualifié. Les outils de gestion des incidents et des problèmes aident à déterminer les services ou éléments de configuration qui échouent et à fournir des rapports pour identifier les tendances en matière de problèmes et d'analyse des coûts. Les fonctionnalités de conduite du changement fournissent des outils d'analyse et de planification d'impact qui permettent de s'assurer que toutes les normes politiques et de conformité sont respectées, examinées et approuvées avant la mise en œuvre.
Les outils de détection et de gestion d'équipements permettent aux utilisateurs de détecter, suivre et auditer divers aspects des dispositifs informatiques au sein de l'entreprise, notamment des serveurs, ordinateurs portables et de bureau, systèmes d'exploitation, machines virtuelles, logiciels d'application, etc. La vitrine de services de ServiceAide fournit un catalogue en ligne de repères visuels et d'icônes qui permettent de présenter aux utilisateurs les services informatiques et commerciaux pouvant être ajoutés à l'aide de connecteurs prêts à l'emploi. Un concepteur de processus visuel de type glisser-déposer permet aux utilisateurs d'automatiser les flux de travail et les tâches pour améliorer les temps de réponse.
De plus, les fonctionnalités de ServiceAide comprennent la gestion des configurations, l'automatisation des services, la gestion de projet, la gestion des connaissances, l'internalisation et la recherche élastique. Les applications mobiles natives pour iOS et Android permettent aux utilisateurs d'appliquer des filtres à la file d'attente de cas d'assistance, de joindre des images à un cas d'assistance et d'utiliser la technologie de synthèse vocale pour saisir du texte.
Serviceaide - Présentation
Prix
Types de licence
Serviceaide - Fonctionnalités
Médias
Serviceaide - Avis
Serviceaide - Avis
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.
Easy to use, does what it's meant to do, interface is great and the advanced reports are a...
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.
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
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.
Comparatif des alternatives : note globale
Comparer avec les alternatives
It's been a great partnership. We've been using it for almost 3 years.
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.
Easy to use, does what it's meant to do, interface is great and the advanced reports are a charm!
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.
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.
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.
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
Avantages
Ease of use, vast features, robust workflow engine, product integration API's, low cost.
Inconvénients
Limited CMDB capability
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.
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.
Comparatif des alternatives : recommandation utilisateur
Comparer avec les alternatives
Serviceaide - Prix
Serviceaide - Prix
Comparatif des alternatives : rapport qualité-prix
Comparer avec les alternatives
Serviceaide - Fonctionnalités
Serviceaide - Fonctionnalités
Comparatif des alternatives : note sur les fonctionnalités
Comparer avec les alternatives
Catégories
Catégories
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
Q. Quelles sont les principales fonctionnalités du logiciel Serviceaide ?
Nous n'avons pas d'informations sur les fonctionnalités de Serviceaide.
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. 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 :
Remote Support, 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
The ITSM is really structured now. It's the most importante thing.