Intelligent Service Management Pricing, Features, Reviews & Alternatives

Intelligent Service Management

Service desk & IT service management

4.39/5 (23 reviews)

Intelligent Service Management overview

What is Intelligent Service Management?

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.

Pricing

Pricing options
Free
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, Australia

Supported languages

English
Intelligent Service Management screenshot: Create and modify processes using the visual drag-and drop workflow editorCloud Service Management - An OverviewIntelligent Service Management screenshot: The service storefront provides access to various IT and business services to usersIntelligent Service Management screenshot: View and manage a detailed list of tickets via the ticket centerIntelligent Service Management screenshot: Change management features help ensure changes are planned, communicated, and scheduledIntelligent Service Management screenshot: Submit new tickets and view related entries and assetsIntelligent Service Management screenshot: Add and edit basic contact information for usersIntelligent Service Management screenshot: Edit and save organizations' details and add logosIntelligent Service Management screenshot: View and manage tickets using ServiceAide’s mobile application for iOS or AndroidIntelligent Service Management screenshot: Users can solve problems without creating a ticket through the self-service portal

Intelligent Service Management user reviews

Value for money
Features
Ease of use
Customer support
  4.2
  4.2
  4.4
  4.4
Leonardo B.

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

Used daily for 2+ years
Reviewed 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
Features
Customer support

Likelihood to recommend: 8/10

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Ryan v.

Amazing customer experience!

Used daily for less than 6 months
Reviewed 2021-03-18
Review Source: Capterra

Incredible customer service, precise vehicle maintenance management.

Pros
Its ability to accurately keep up with customer mileage, so then precisely recommend service when needed.

Cons
Training. Their system is very complex, and requires individuals to have a few hours to sit down and learn it. Though this is what I like least, it is also a very important asset to have with this product so we do appreciate SI helping us out so much.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

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

Used daily for 6-12 months
Reviewed 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
Features
Customer support

Likelihood to recommend: 5/10

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Nikhil D.

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

Used daily for 1-2 years
Reviewed 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
Features
Customer support

Likelihood to recommend: 9/10

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Curtis S.

Great product without the complexity

Used daily for 2+ years
Reviewed 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
Features
Customer support

Likelihood to recommend: 10/10

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Intelligent Service Management pricing

Pricing options
Free
Subscription
Free trial
View Pricing Plans

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

Intelligent Service Management features

API
Access Controls/Permissions
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Audit Management
Reporting & Statistics

Activity Tracking (172 other apps)
Collaboration Tools (246 other apps)
Compliance Management (224 other apps)
Dashboard (232 other apps)
Data Import/Export (271 other apps)
Data Visualization (215 other apps)
Drag & Drop (180 other apps)
Monitoring (322 other apps)
Real Time Monitoring (221 other apps)
Reporting/Analytics (406 other apps)
Search/Filter (262 other apps)
Third Party Integrations (347 other apps)
Workflow Management (211 other apps)

Videos and tutorials

Additional information for Intelligent Service Management

Key features of Intelligent Service Management

  • Analytics
  • Notifications
  • Request fulfillment
  • Service catalog
  • Knowledge management
  • Asset discovery & management
  • Service level management
  • Visual workflow designer
  • Role based security
  • Standard reports
  • Mobile app
  • 11 supported languages
  • Problem management
  • Configuration management database (CMDB)
  • Advanced reporting
  • Simplified project management
  • Single sign-on
  • Active Directory synchronization
  • Customizable logo
  • Granular permission control
  • Custom ticket fields
  • Custom translations
  • Inbound SOAP Web Services API
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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.