Cloud Service Management software


22 reviews(4.5/5)
22 reviews(4.5/5)

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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 8 , Windows 10

22 Reviews of Cloud Service Management

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  • Verified Reviewer

    May 2018

    good interface

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Sagar from CTS

    May 2018

    Service aide is really a good service management tool

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

    Easy to use, user-friendly. It really helps me keep track of my tickets based on priority. It helped easy communication with caller.

    Cons

    Need more UI improvement. Also, sometimes it takes some time to load tickets. I would also suggest to have option to open multiple ticket at once. Since when I open another ticket, active ticket goes in background.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • pooja from Cognizant

    May 2018

    It is awesome

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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. Offers are good. they always have good price with great return policy. I love it.

    Cons

    This is easy to use. everybody can access I just love this application. I think payment method needs to be enhanced.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Vishal from Cognizant technologies solutions

    Number of employees: 10,000+ employees

    May 2018

    Intelligent Service Management is truly amazing software to work on .

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

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

    Cons

    it's a very niche product. It takes time to understand. The service feedback is too slow as compare to other software.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Santosh from Cognizant Technology Solutions

    Number of employees: 10,000+ employees

    May 2018

    It really good for end users.

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

    Front end experience is good, Easy to use for weekly reports and administration. One can recommend this to similar kind of people working in IT industry. Good for Team & Training is simple.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Girish from Cognizant Technology Solution

    Number of employees: 10,000+ employees

    May 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • sharom from cognizant

    Number of employees: 10,000+ employees

    May 2018

    very good

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Vamshi from Cognizant Technology Solutions U.S. Corp.

    Number of employees: 10,000+ employees

    May 2018

    very satisfied

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

    It's ease of use, features and functionality, Customer Support. It was very much happy with overall quality of the product.

    Cons

    If a person/associate opens the ticket, one who opens the ticket first has the ticket locked under his name.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    February 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Leonardo from Infoglobo

    Number of employees: 1,001-5,000 employees

    October 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Ana Roberta from Infoglobo

    Number of employees: 1,001-5,000 employees

    September 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Leonardo from Netcenter

    Number of employees: 51-200 employees

    September 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Jonathan from Fujitsu Brasil Serviços

    Number of employees: 201-500 employees

    September 2017

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

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Ana from IT Alliance

    September 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Jess from Cloud Know How

    Number of employees: 51-200 employees

    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
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Nikhil from Paladion Inc.

    Number of employees: 51-200 employees

    September 2017

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

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Mike from CloudSmartz

    Number of employees: 51-200 employees

    August 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • John from CloudWave

    June 2017

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

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

    Review Source: Capterra
  • Chris from Miller Insights

    Number of employees: 2-10 employees

    June 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Peter from Nampa School District

    Number of employees: 1,001-5,000 employees

    March 2017

    Good Tool that is helping us improve

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
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