Cloud Service Management Software


 

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.

 

Cloud Service Management - Catalog overview
 
  • Cloud Service Management - Catalog overview
    Catalog overview
  • Cloud Service Management - Change calendar
    Change calendar
  • Cloud Service Management - Knowledge management
    Knowledge management
  • Cloud Service Management - Process flow
    Process flow
  • Cloud Service Management - Task manager
    Task manager
  • Cloud Service Management - Ticket center
    Ticket center
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

5 Reviews of Cloud Service Management

Showing 1-5 of 5

 

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John from CloudWave

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
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Value for Money
Value
Support
Pros

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.

Cons

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.

Source: Capterra
 

Chris from Miller Insights
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Strong ITIL based solution at a truly affordable price. I am an advisor for other companies and will recommend this product everytime.

Pros

Really easy to use solution, no complexity, and completely affordable. 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. 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.

Source: Capterra
 

Peter from Nampa School District
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

March 2017

March 2017

Good Tool that is helping us improve

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Quality
Value for Money
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Support

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.

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. It is a good pain caused by change.

Advice to Others

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
 

Curtis from Clearview Intl.
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Great product without the complexity

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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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

Advice to Others

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

Source: Capterra
 

Dennis from Oakwood Systems Group

January 2017

January 2017

CSM Review

Ease-of-use

Functionality

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Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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Overall a good product, very difficult to set up, documentation is high level with very few examples, integration with UIM is lacking

Source: Capterra