Intelligent Service Management Features

Intelligent Service Management

Service desk & IT service management

4.39/5 (23 reviews)

Intelligent Service Management Feature Summary

  • 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

Competitor Feature Comparison

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Approval Workflow
Asset Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Routing
Automatic Lead Distribution
CRM
Change Management
Change Planning
Client Portal
Collaboration Tools
Compliance Management
Compliance Tracking
Configurable Workflow
Configuration Management
Contract/License Management
Cost Tracking
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Document Storage
Email Management
Employee Portal
Employee Self Service
Feedback Management
Help Desk Management
IT Asset Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
License Management
Maintenance Management
Maintenance Scheduling
Mobile Access
Multi-Channel Communication
Multi-Language
Network Monitoring
Patch Management
Performance Metrics
Prioritization
Problem Management
Project Management
Projections
Real-Time Chat
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Requisition Management
Role-Based Permissions
Routing
Rules-Based Workflow
Search/Filter
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Status Tracking
Supplier Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integrations
User Management
Visual Analytics
Widgets
Workflow Configuration
Workflow Management
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API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Approval Workflow
Asset Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Routing
Automatic Lead Distribution
CRM
Change Management
Change Planning
Client Portal
Collaboration Tools
Compliance Management
Compliance Tracking
Configurable Workflow
Configuration Management
Contract/License Management
Cost Tracking
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Document Storage
Email Management
Employee Portal
Employee Self Service
Feedback Management
Help Desk Management
IT Asset Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
License Management
Maintenance Management
Maintenance Scheduling
Mobile Access
Multi-Channel Communication
Multi-Language
Network Monitoring
Patch Management
Performance Metrics
Prioritization
Problem Management
Project Management
Projections
Real-Time Chat
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Requisition Management
Role-Based Permissions
Routing
Rules-Based Workflow
Search/Filter
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Status Tracking
Supplier Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integrations
User Management
Visual Analytics
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Approval Workflow
Asset Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Routing
Automatic Lead Distribution
CRM
Change Management
Change Planning
Client Portal
Collaboration Tools
Compliance Management
Compliance Tracking
Configurable Workflow
Configuration Management
Contract/License Management
Cost Tracking
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Document Storage
Email Management
Employee Portal
Employee Self Service
Feedback Management
Help Desk Management
IT Asset Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
License Management
Maintenance Management
Maintenance Scheduling
Mobile Access
Multi-Channel Communication
Multi-Language
Network Monitoring
Patch Management
Performance Metrics
Prioritization
Problem Management
Project Management
Projections
Real-Time Chat
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Requisition Management
Role-Based Permissions
Routing
Rules-Based Workflow
Search/Filter
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Status Tracking
Supplier Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integrations
User Management
Visual Analytics
Widgets
Workflow Configuration
Workflow Management
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Mobile apps

iOS App


1 review

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


27 reviews

Intelligent Service Management Feature Reviews

19 reviewers had the following to say about Intelligent Service Management's features:

Ana F.

Simple and effective product, great value for the business with easy adaptation and good additives.

2017-09-19

Incident and change management, easy administration and end-user compliance.

Pros

Simple adherence, efficiency in incident management modules and service request and assets are your strengths, easy administration and rich knowledge network for your company.

Cons

There is still a lot to do about reporting and advanced customizations, but I believe that with every new update Service Aide can listen to its partners and bring breakthroughs even in underserved areas.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Chris M.

So much capability for so little cost - and 100% SaaS offering means no maintenance too

2017-06-20

Strong ITIL based solution at a truly affordable price. I am an advisor for other companies and will recommend this product everytime.

Pros

Strong ITIL process based capabilities with excellent reporting and mobile access too.

Cons

Not a software issue but a process one - to get maximum benefit of workflow, the existing steps in a workflow must be known/documented.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ana Roberta N.

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

2017-09-21

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
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Peter J.

Good Tool that is helping us improve

2017-03-15

We did not have good reporting nor the ability to provide any ITIL process based support.

Pros

It is a full featured ITSM product that provided me the features I needed at the right price.

Cons

If you have an immature organization, it will feel the pain provided by the structure this tool provides.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Intelligent Service Management

If you don't have workflow processes already documented you will need to work on them before you can implement. Again, if you are undocumented it will require work to become a documented organization.

Source: Capterra
Helpful?   Yes   No
Read more
Nikhil D.

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

2017-09-11

Pros

Defining the workflows for different paths of approvals to be taken depending upon the nature of request was an added advantage.

Cons

The default reporting is great.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Curtis S.

Great product without the complexity

2017-01-20

The tool provides importing functionality that allowed us to migrate our customer/user list quickly.

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Intelligent Service Management

The product roadmap is strong and ServiceAide has plans to add many new features

Source: Capterra
Helpful?   Yes   No
Read more
Girish B.

This software helps us easy our work with the following information which we are needed.

2018-05-02

Pros

This software is fast and it is also customer friendly which helps both the member and the Customer works faster.

Cons

Tool is capable but organizational commitment and specific features especially reporting are very hard to Customize

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Ryan v.

Amazing customer experience!

2021-03-18

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

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
John F.

Overall we are satisfied. The support has been very prompt and communication has been excellent.

2017-06-23

Pros

Flexible when it comes to creating simple or complex workflows depending on the customer's requirements.

Cons

Would like to see more integration's with 3rd party solutions.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Sagar P.

Service aide is really a good service management tool

2018-05-07

Pros

It really helps me keep track of my tickets based on priority.

Cons

Need more UI improvement.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Santosh K.

It really good for end users.

2018-05-02

Pros

Front end experience is good, Easy to use for weekly reports and administration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

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

2018-02-26

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Jess M.

From the first demo of the product to the end, I've felt 100% supported and confident in the product

2017-09-14

Pros

I like that you can customise the software to manage organisations, categorisations, workflows, SLAs, etc. to work in a way that suits your business needs.

Cons

There are a few limitations within the software I'm finding but the good thing is, the product management team are keen to know about these things and see if it's feasible to make some changes.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
pooja K.

It is awesome

2018-05-06

value fro money

Pros

This is easy to use. everything is as describe, best price on beauty products and happy with timely delivery received in a good condition.

Cons

This is easy to use. everybody can access I just love this application.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

good interface

2018-05-08

Pros

ease of use and interface and the clear to understand the menu and the animation is good,the space is nicely utilized and even a user who is starting to learn can easily understand.

Cons

locking of ticket when the other user is using the ticket and timeout is around 15 minutes which will be wasting of time while updating the ticket

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Dennis F.

CSM Review

2017-01-20

Overall a good product, very difficult to set up, documentation is high level with very few examples, integration with UIM is lacking

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Vishal M.

Intelligent Service Management is truly amazing software to work on .

2018-05-02

Pros

The FLOWS are easy ( problem,change and task ) The system Flows of approval is superb.

Cons

It takes time to understand.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
sharom s.

very good

2018-05-01

east to negigate

Pros

easy to use worth the money great customer services overall the software is good have not have no issue as of yet

Cons

waiting for updates other than that nothing I have problems with at this time. could be a bit cheaper but everyboby has to make there money

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jonathan G.

This tool fits on our necessities but the only one concern about it is the availability.

2017-09-20

Pros

With the just few information about how to use it everyone can use the tool and start to work at the high level.

Cons

Currently we're worried about the performance and availability. Think the infrastructure we're using currently can be improved to deliver us best results.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more