About Cloud 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 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.



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Supported Operating System(s):

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

22 Reviews of Cloud 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)

4 stars

(10)

3 stars

(2)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 22 reviews

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September 2017

Nikhil from Paladion Inc.

Company Size: 51-200 employees

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

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

September 2017

Ana Roberta from Infoglobo

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

1.0

Customer support

1.0

Functionality

3.0

September 2017

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

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.

September 2017

Ana from IT Alliance

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

September 2017

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

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.

September 2017

Jess from Cloud Know How

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2017

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

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.

March 2017

Peter from Nampa School District

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2017

Good Tool that is helping us improve

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.

October 2017

Leonardo from Infoglobo

Verified Reviewer

Company Size: 1,001-5,000 employees

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.

August 2017

Mike from CloudSmartz

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2017

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

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.

June 2017

John from CloudWave

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

June 2017

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

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.

May 2018

sharom from cognizant

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2018

very good

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

May 2018

Vamshi from Cognizant Technology Solutions U.S. Corp.

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2018

very satisfied

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.

May 2018

Sagar from CTS

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

May 2018

Service aide is really a good service management tool

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.

May 2018

Anonymous