Serviceaide Intelligent Service Management

What Serviceaide Intelligent Service Management is

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 $1,800 a month and Change Management at $2,800 a month.

Who it suits

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.

Limits

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.

Getting started

1. Visit the Serviceaide ISM website.
2. Choose SaaS or on-premises deployment.
3. Contact Serviceaide for ITSM - ESM pricing.
4. Review the listed seat minimums for Knowledge Management or Change Management.

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.