Cloud Service Management, by ServiceAide, is a cloud-based IT service management tool offering support in 9 ITIL processes including Help Desk, IT Asset Management, and Knowledge Management. Cloud Service Management is used in a variety of industries and is best suited for companies with 20+ employees. It is deployed globally and is offered in 11 different languages.
Cloud Service Management works on a Hyper-Saas framework that works to allow for quick product implementation. The system supports rapid growth efforts by offering the ability to create service templates, while each customer portfolio has customized data fields, service catalogs, visual identities, and workflows.
Cloud Service Management is mobile friendly. On any mobile device, users can be alerted to IT outages, access outstanding requests, track service interactions, and search self-service articles.
John from CloudWave
The user interface is simple and easy to use. Flexible when it comes to creating simple or complex workflows depending on the customer's requirements. Online documentation, and community forums, are extremely helpful.
Configuring the system can sometimes be challenging for administrators. However, attending a training or certification will help reduce the learning curve. Would like to see more integration's with 3rd party solutions.
Chris from Miller Insights
Employees number: 2-10 employees
Strong ITIL based solution at a truly affordable price. I am an advisor for other companies and will recommend this product everytime.
Really easy to use solution, no complexity, and completely affordable. Strong ITIL process based capabilities with excellent reporting and mobile access too.
Not a software issue but a process one - to get maximum benefit of workflow, the existing steps in a workflow must be known/documented. All solutions will have this issue but with so much functionality out of the box as standard, you get to this much quicker with Cloud Service Management than with other solutions.
Peter from Nampa School District
Employees number: 1,001-5,000 employees
We did not have a good ticket tracking solution prior to my joining in 2014. We did not have good reporting nor the ability to provide any ITIL process based support. CSM was the right fit for us that provided the solid Incident Management with reporting we needed and the ability to grow as we matured as an organization.
It is a full featured ITSM product that provided me the features I needed at the right price.
If you have an immature organization, it will feel the pain provided by the structure this tool provides. It is a good pain caused by change.
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.
Curtis from Clearview Intl.
Employees number: 51-200 employees
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
Ease of use, vast features, robust workflow engine, product integration API's, low cost.
Limited CMDB capability
The product roadmap is strong and ServiceAide has plans to add many new features
Dennis from Oakwood Systems Group
Overall a good product, very difficult to set up, documentation is high level with very few examples, integration with UIM is lacking