Serviceaide Intelligent Service Management (ISM) is a service management suite for enterprise IT and business service desks. It includes nine ITIL processes out of the box, verified by Pink Elephant in 2019. A no-code configuration approach combines an action-based graphical interface with a workflow engine. Machine learning can prioritize service requests, assign tickets, suggest solutions, and fill in important ticket fields. ISM also connects with Luma Virtual Agent, which uses natural-language conversations to handle repetitive tasks and help people find answers through self-service. Organizations can use ISM as SaaS or deploy it on premises; the datasheet describes hosting across multiple data centers worldwide. Serviceaide states availability above 99.9%. SaaS customers receive monthly maintenance updates and quarterly feature releases automatically. Its security measures follow Cloud Security Alliance best practices, according to the datasheet. Multi-tenancy supports providers such as MSPs, BPOs, and ITOs. Service management can cover HR, IT, operations, compliance, customers, and other verticals. The product is available on the web and as self-hosted software. Pricing is on request, with published examples for Knowledge Management at 1800.00 USD per month and Change Management at 2800.00 USD per month.
Who it is for
ISM suits organizations that need service management across IT, business desks, or departments such as HR, operations, and compliance. Its multi-tenancy support also fits MSP, BPO, and ITO providers, while deployment can be SaaS or on premises.
What is good
- Includes nine ITIL processes out of the box.
- Uses machine learning for ticket prioritization and assignment.
- Connects with Luma Virtual Agent for self-help.
- Supports both SaaS and on-premises deployment.
- Provides multi-tenancy for service providers.
- Covers HR, IT, operations, compliance, and customers.
What to know first
- Pricing for ITSM - ESM is available only on request.
- Knowledge Management starts at a 1,000 end-user seat minimum.
- Change Management has a minimum of 10 analyst seats.
Verdict
Choose ISM if your organization needs IT and business service management with machine-assisted ticket handling, workflow configuration, and multi-tenancy. Look elsewhere if you need upfront pricing: the ITSM - ESM price is available on request, and the listed plans have minimum seat requirements.
Get started with Serviceaide Intelligent Service Management
- Visit the Serviceaide ISM website.
- Choose SaaS or on-premises deployment.
- Contact Serviceaide for ITSM - ESM pricing.
- Review the listed seat minimums for Knowledge Management or Change Management.
Limits to know first
The ITSM - ESM offer has a minimum of 500 end-user seats. Knowledge Management requires at least 1,000 end-user seats, and Change Management at least 10 analyst seats.
Questions about Serviceaide Intelligent Service Management
How much does Serviceaide Intelligent Service Management cost?
ITSM - ESM pricing is on request. Knowledge Management is listed at 1800.00 USD per month, and Change Management at 2800.00 USD per month.
What platforms does ISM support?
ISM is available on the web and as self-hosted software. Deployment options include SaaS and on premises.
Does ISM include a free plan?
The available facts do not specify whether ISM includes a free plan.
What are the seat minimums?
ITSM - ESM requires at least 500 end-user seats. Knowledge Management requires at least 1,000 end-user seats, while Change Management requires at least 10 analyst seats.
Who makes ISM?
ISM is a Serviceaide product. Serviceaide is headquartered in Santa Clara, California, United States.
Does ISM include a virtual agent?
ISM integrates with Luma Virtual Agent, which uses natural-language conversations to automate repetitive tasks and support self-help.
