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Intelligent Service Management (ISM) is a cloud-based IT service management tool offering support in 9 ITIL processes including Help Desk, IT Asset Management and Knowledge Management. With multi-tenant support, this is an excellent solution for managed service providers to accurately and responsively support your customers. ISM works on a Hyper-SaaS framework that aims to speed product implementation. Known for enterprise capabilities and value pricing.
Provider
ServiceAide
Located In
United States
Foundation
2016
Open API
Unverified
Deployment
Cloud, SaaS, Web-Based
Mobile Apps
Android, iOS
Training
Live Online, Webinars
Support
Knowledge Base, Email/Help Desk, Phone Support, 24/7 (Live rep)
MSPs, Higher Education, Healthcare, Public Sector, Start-ups
Content Source: Intelligent Service Management
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Intelligent Service Management Reviews
Pros
Everything is as describe, best price on beauty products and happy with timely delivery received in a good condition.
I hope they continue to improve for the market that each time needs quality and confidence.
Easy to use, does what it's meant to do, interface is great and the advanced reports are a charm.
Really easy to use solution, no complexity, and completely affordable. Strong ITIL process based capabilities with excellent reporting and mobile access too.
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.
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.
Currently we're worried about the performance and availability.
Due to the customization there are a lot of options so some times you get lost in menus due to so many options.
"It's been a great partnership. We've been using it for almost 3 years."
Overall: 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.
"Amazing customer experience!"
Overall: 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.
"Service Management solution that will determine how you run your Service Management"
Overall: 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.
"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.
"Great product without the complexity"
Overall: 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
