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
Types de licence
Service Management Edition: named or concurrent analysts. Contact ServiceAide for pricing.
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 avec les logiciels similaires : 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 avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives
Serviceaide - Prix
Serviceaide - Prix
Service Management Edition: named or concurrent analysts. Contact ServiceAide for pricing.
Service Management Edition: named or concurrent analysts. Contact ServiceAide for pricing.
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives
Serviceaide - Fonctionnalités
Serviceaide - Fonctionnalités
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives
Catégories
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
The ITSM is really structured now. It's the most importante thing.