Serviceaide Intelligent Service Management Review

All in one essential service management solution, but ticket updating frequency needs improvement.

Valuable Features

Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems.

Improvements to My Organization

It helps to improve the escalated efficiency among different levels of engineers. For example, normally level 3 system or network engineers will directly pick up the 400- level tickets; while level 1 engineers (like myself) will focus on 100- and 300- tickets.

Room for Improvement

When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets.

Use of Solution

More than half a year, I suppose I started to use it in May 2014.

Deployment Issues

Not yet.

Stability Issues

Yes, sometime it takes a long time to update the newest status of ticket.

Scalability Issues

Not yet.

Customer Service and Technical Support

Customer Service:

I give it 3.5.

Technical Support:

I have not called CA technical support yet.

Initial Setup

We are the web portal, so there is no initial setup for software client.

Other Advice

There is a need to improve the ticket updating speed or frequency, as sometimes, a ticket is shown ‘being locked’, but it’s actually not locked by anyone.

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