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

12 Reviews of Cloud Service Management

Showing 1-12 of 12

 

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Ana Roberta from Infoglobo
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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.

Source: Capterra
 

RICARDO from RF CONSULTING LTDA.
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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

Pros

The customization of the product is very vast. You can set it up any way your organization would need.

Cons

We did not have good reporting nor the ability to provide any ITIL process based support and CMDB capability is limited.

Source: Capterra
 

Leonardo from Netcenter
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2017

September 2017

I"ve notice that after moving from CA the product has improved by bring new features for costumers.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Flexible license model
cloud solution avoid hidden costs as hardware aquisition, maintanance and support.

Pros

- New pricing option
- Last features with Lasmine release as SD edition, Knowledge base improvement.

Cons

The app is old fashion. You guys are still using same app from CA.
I suggest you need to redesign the app as soon as possible.

Source: Capterra
 

Jonathan from Fujitsu Brasil Serviços
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2017

September 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Source: Capterra
 

Ana from IT Alliance

September 2017

September 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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

Pros

I have been using this product for more than two years and I can say that in this period, major changes in features and dedication to improvements make this cloud tool one of the best in the market. Simple adherence, efficiency in incident management modules and service request and assets are your strengths, easy administration and rich knowledge network for your company. I hope they continue to improve for the market that each time needs quality and confidence.

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.

Source: Capterra
 

Jess from Cloud Know How
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2017

September 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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. My organisational structure is pretty complex but ServiceAide has given us the ability to customise it how we need and work to the complicated structure we have. I also like the customer support chat functionality... Rather than having to log tickets for every question I want to ask, there are helpful advisers available to chat to and provide instant feedback. Lastly, I really like the project workspace. It is very simple to use, looks good and with customisable lanes, I can add certain sections suited to different projects and remove them for others.

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. The other thing is that it's a very niche product. It can take some time to get your head around the way each part of the system links up with each other but once you understand it and it clicks, it's simple enough to use.

Source: Capterra
 

Mike from CloudSmartz
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

Has been working great for us for a few years now.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

With this product being cloud based we can have out teams around the globe utilize it.

Pros

The customization of the product is very vast. You can set it up any way your organization would need.

Cons

Due to the customization there are a lot of options so some times you get lost in menus due to so many options.

Source: Capterra
 

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
Functionality
Product Quality
Quality
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
Functionality
Product Quality
Quality
Value for Money
Value
Support

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
Functionality
Product Quality
Quality
Value for Money
Value
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
Support

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

Product Quality

Customer Support

Value for Money

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

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

Source: Capterra