About Intelligent Service Management

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 aims to speed product implementation. The system offers 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-compatible. On any mobile device, users can be alerted to I...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

23 Reviews of Intelligent Service Management

Average User Ratings

Overall

4.36 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(10)

10

4 stars

(10)

10

3 stars

(2)

2

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 23 results

October 2017

User Profile Picture

Leonardo from Infoglobo

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

2.0

Customer support

5.0

Functionality

4.0

October 2017

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

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.

March 2021

Ryan from JB Import automotive

Company Size: 2-10 employees

Industry: Automotive

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2021

Amazing customer experience!

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.

Reasons for Choosing Intelligent Service Management

Precision on mileage reporting, and integration with our current RO software.

Reasons for Switching to Intelligent Service Management

Specializing in automotive, it was really no competition once we compared the products.

February 2018

Anonymous

Verified Reviewer

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

2.0

Customer support

3.0

Functionality

2.0

February 2018

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

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.

September 2017

Nikhil from Paladion Inc.

Company Size: 51-200 employees

Industry: Computer & Network Security

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

September 2017

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

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.

January 2017

Curtis from Clearview Intl.

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2017

Great product without the complexity

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