Serviceaide

Service desk & IT service management

4,4 /5 (22 reviews) Write a Review!

Serviceaide Overview

What is 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 Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Free
Subscription
Value for money

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


Serviceaide Features

Devices
Business size
S M L
Markets
United States, Canada, Australia
Supported Languages
English

Media

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

Serviceaide Reviews

Serviceaide Reviews

Overall rating
4,4
/
5
Excellent
10

Very good
10

Average
2

Poor
0

Terrible
0

Value for Money
4,1
Features
4,1
Ease of Use
4,4
Customer Support
4,4
91% recommended this app
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.


Nikhil D.

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


Verified Reviewer

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.


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


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.


Leonardo B.
Company size: 1 001-5 000 Employees

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

Used Daily for 2+ years
Reviewed on 2017/10/04
Review Source: Capterra

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

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Nikhil D.
Industry: Computer & Network Security
Company size: 51-200 Employees

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

Used Daily for 1+ year
Reviewed on 2017/09/11
Review Source: Capterra

Pros

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!

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer

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

Used Daily for 6-12 months
Reviewed on 2018/02/26
Review Source: 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.

Pros

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 5.0/10

Curtis S.
Industry: Information Technology & Services
Company size: 51-200 Employees

Great product without the complexity

Used Daily for 2+ years
Reviewed on 2017/01/20
Review Source: 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

Pros

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

Cons

Limited CMDB capability

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Ana roberta N.
Industry: Newspapers
Company size: 1 001-5 000 Employees

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

Used Daily for 2+ years
Reviewed on 2017/09/21
Review Source: 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.

Pros

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;

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

User recommendation
8,8/10
Based on 22 user ratings
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Serviceaide Pricing

Serviceaide Pricing

Starting from
N/A
Free Trial
Free
Subscription
Value for money

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

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

Value for Money
4,1/5
Based on 22 user ratings
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Serviceaide Features

Serviceaide Features

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Data Visualization
Drag & Drop Interface
Monitoring
Real Time Data
Real Time Monitoring
Reporting & Statistics
Search Functionality
Third Party Integration
User Management
Workflow Management
Features
4,1/5
Based on 22 user ratings
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Categories

Additional information for Serviceaide

Additional information for Serviceaide

Key features of 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

Benefits

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 FAQs

Serviceaide FAQs

Below are some frequently asked questions for Serviceaide.

Q. What type of pricing plans does Serviceaide offer?

Serviceaide offers the following pricing plans:

Pricing model: Free, Subscription

Free Trial: Available

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

Q. What are the main features of Serviceaide?

Serviceaide offers the following features:

  • 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. Who are the typical users of Serviceaide?

Serviceaide has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Q. What languages does Serviceaide support?

Serviceaide supports the following languages:

English

Q. What type of pricing plans does Serviceaide offer?

Serviceaide has the following pricing plans:

Free, Subscription

Q. Does Serviceaide support mobile devices?

Serviceaide supports the following devices:

Android, iPhone, iPad

Q. What other apps does Serviceaide integrate with?

Serviceaide integrates with the following applications:

BeyondTrust, Salesforce Sales Cloud, Zapier

Q. What level of support does Serviceaide offer?

Serviceaide offers the following support options:

Phone Support, Online Support, Knowledge Base