Serviceaide Intelligent Service Management Review

Reduced the Service Desk effectiveness compared to the product we were using.


What is most valuable?

The ability to add Additional Information Screens on the fly.

How has it helped my organization?

Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using.

What needs improvement?

You cannot make any structural customizations to any of the screen since this is a SAS and it is a shared database structure.

For how long have I used the solution?

2 Years

What was my experience with deployment of the solution?

Yes – we lost functionality we had due to the fact that you could not build in all the custom feature we had with HEAT.

What do I think about the stability of the solution?

We had numerous outages due to issues with product and data center issues.

What do I think about the scalability of the solution?

No issues with scalability.

How are customer service and technical support?

Customer Service:

All support was in India and was not good.

Technical Support:

I found them adequate at best.

Which solution did I use previously and why did I switch?

We had been using FrontRange HEAT and when we outsourced the Service Desk (big mistake) they provided a solution called On-Target. After they failed to deliver the functionality in their contract they were required to purchase us a new ticketing system. We did not go back to HEAT since the CIO wanted everything outsourced and nothing in-house.

How was the initial setup?

It was easy for me since I was very familiar with ticketing systems.

What about the implementation team?

We worked directly with InTeq who owned InfraDesk before they were acquired by CA.

What was our ROI?

Product was very expensive and I was not happy with the limitations of the SAS.

What's my experience with pricing, setup cost, and licensing?

The cost was a 3 year contract with InTeq and was 300K a year, since it has been acquired by CA I am not sure what it would cost if you were a new customer.

Which other solutions did I evaluate?

Yes – we looked at going back to HEAT but FrontRange came back with a bid for their other product ITSM which was too expensive even after I told them that we wanted HEAT with Change Control and cost was important.

What other advice do I have?

If you need any kind of customizations or think you may need them in the future, look for another product.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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