Serviceaide Intelligent Service Management Archived Reviews (More than two years old)

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Real User
Pre-Sales/System Architect at a tech services company with 5,001-10,000 employees
Nov 15 2017

What do you think of Serviceaide Intelligent Service Management?

What is most valuable?

Event-based.

How has it helped my organization?

Automatic tasks.

What needs improvement?

Flexibility to customize.

For how long have I used the solution?

Four years.

What was my experience with deployment of the solution?

No issues.

What do I think about the stability of the solution?

No issues.

What do I think about the scalability of the solution?

Not applicable. On-premise or cloud, I do not need it.

How are customer service and technical support?

Great. CA Technologies support is excellent.

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

Yes, many.

How was the initial setup?

The initial setup was easy.

What about the implementation team?

We did the implementation ourselves (in-house). 

What was our ROI?

I do…
Vendor
Tools/Situation Administrator at A.H. Belo
Dec 24 2016

What is most valuable?

We like the fact that all the tools interconnect. We can do everything from Service Catalog, such as create change orders, without having to use our ticketing system. It… more »

How has it helped my organization?

Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff. We no longer have… more »

What needs improvement?

There are a few things I would like to see.Service Desk has a quick profile feature, where you can pull up everybody's environment, including all their assets, their… more »

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

Remedy was really cost crazy. We thought about moving to ServiceNow, but it cost twice as much. The cost of Cloud Service Management isn't outrageous.

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

We were actually using a web-based solution. The impetus to go with CA was because we took our help desk and all of our support back from IBM. We found out we could save… more »

What other advice do I have?

Make sure you take the training classes that they offer. When you have somebody come out to your site, make sure you sit with them and learn everything you can, because… more »

Which other solutions did I evaluate?

We also looked at Remedy and ServiceNow. There was another one, but it's been so long I can't remember which one. Aside from the cost reasons for going with CA, the CA… more »
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Consultant
Technical Lead at a tech services company with 10,001+ employees
Mar 28 2016

What do you think of Serviceaide Intelligent Service Management?

Valuable Features:

It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7.

Improvements to My Organization:

This product can totally automate service desk functions where very little phone and email interventions are required for resolution of tickets such as incidents, change request, problem tickets, etc.

Room for Improvement:

Deployment and setup is a major difficulty and it could have been made easier.

Deployment Issues:

The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly.

Stability Issues:

It has been stable. We haven't had any issues with instability.

Scalability Issues:

There have been no issues scaling it.

Initial Setup:

It was very complex and very…
Reseller
ITSM Consultant at a tech services company with 1,001-5,000 employees
Mar 02 2016

What do you think of Serviceaide Intelligent Service Management?

Valuable Features

It's quite a complete entry into the SaaS ITSM market with a reasonable price point.

Improvements to My Organization

We do not use the product ourselves in production, but provide support and expertise on it for our customers.

Room for Improvement

Importing data with relations is difficult and could be better.

Use of Solution

I've used it for one-and-a-half years.

Deployment Issues

We encountered no issues with deployment.

Stability Issues

We encountered no issues with stability.

Scalability Issues

We encountered no issues with scalability.

Customer Service and Technical Support

We are providing support ourselves, but the third-level support of CA is great.

Initial Setup

The basic functions are usable out-of-box, so there's no need to…
Vendor
Technical Architect / Dev Lead at a media company with 1,001-5,000 employees
Dec 10 2015

What do you think of Serviceaide Intelligent Service Management?

Valuable Features

It is something that everyone uses with federation capability. Other than that, I cannot specify exact features as many are so beneficial.

Room for Improvement

I would love to see better two-factor authentication as that would really help us and make a big difference.

Stability Issues

Historically, we have had issues, but recently it has worked very well and now we have no complaints.

Scalability Issues

At the beginning, it didn’t work well, but it has adapted well over the years and is now strong.

Customer Service and Technical Support

The support is pretty good. The follow up is great; it is 24 hours, so that’s been useful. Furthermore, it has a good escalation path, which is essential.

Initial Setup

I wasn't involved in the setup.

Other

Vendor
Service Desk Team Lead at a healthcare company with 1,001-5,000 employees
Dec 06 2015

What is most valuable?

The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM.

How has it helped my organization?

Having the self-service tool rolled out to all of our customers using CSM is a way it's improved our functioning. With SDM, we weren't able to fully utilize the service catalogues for self-service. So, with CSM, because of its ease of building out the tool, we were able to transition to… more »

What needs improvement?

Usability for IT analysts could be improved. There are some filters, but we'd like to be able to save filters that are common to many analysts. There are also some minor tweaks to day-to-day operations of the tool, which are filters and the search functionality. I'd also suggest making some settings… more »

What other advice do I have?

Definitely use it in an organization that has not aligned their processes yet. So, you definitely get your processes in place organizationally, and internally within IT. Be sure you know what you have because it’s easier to mould with CSM. We've tailored some of our work processes with CSM, which is… more »
Vendor
Systems Support Analyst at a healthcare company with 1,001-5,000 employees
Dec 06 2015

What is most valuable?

I'd say that the most valuable feature for us is the management of all our tickets, with change incident requests. The service catalog is huge for us, with which we just went live. Prior to this, we had no self-service, so that's a big plus for us.

How has it helped my organization?

The self-service is huge for us. It allows the customers to place their own orders and request. We can then automate ticket workflow and ticket distribution assignments.

What needs improvement?

I would really like to see a mobile app for our analysts. That would be a huge improvement, a huge win. Also, some type of mechanism to manage analysts who are on call would be nice.

What other advice do I have?

This is really easy solution to scale up and get get going to add new catalog items. It's very simple.
Vendor
Sr. Knowledge Management at a financial services firm with 1,001-5,000 employees
Dec 06 2015

What is most valuable?

The most valuable feature to me are-- * Workflows with Knowledge Management * Dictionary * Thesaurus and synonyms * Permissions * GUI HTML editor * Metrics you can get on every document and ability to aggregate those to get really good reporting

How has it helped my organization?

It's provided self-service and automation, notifications, and reporting. That’s where we spend most of the time fishing for things. It’s good on a day-to-day and macro perspective.

What needs improvement?

It’s always the little things. There used to be a spell-check function that allowed us to add technical terms, but it no longer exists, and I’d like to have that back. Also, adding group names is a complicated process that involves adding analyst names, and analysts change all the time, so it's… more »

What other advice do I have?

It loses points because it’s not GUI enough too "code"-y. You should go into their sites and communities. They’ve built that up a lot and you can get help without contacting support, e.g. YouTube videos. Finally, plan exactly what it is that you want.
Vendor
Software Application Engineer Sr. at a financial services firm with 1,001-5,000 employees
Dec 06 2015

What is most valuable?

The most valuable features for me are: * Scalable architecture, * Customization potential - the UI, background, and data movement allows you to be able to tailor to the nitty gritty details of what… more »

How has it helped my organization?

It has the ability to integrate with other CA tools (we use a lot of others). It fits well into the CA ecosystem of multiple products.

What needs improvement?

It needs a better integration engine. A UI for a lot of the systematic commands which are still command line interface-based needs improvement.

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

There was a merger and acquisition and we had competing products, so we looked for a tool that could merge two products, initiating the transfer. We looked for commitment from the vendor for further… more »

What other advice do I have?

There’s a lot of practices that others consider standard, that you need to adopt yourself or enable/configure, as it's not a given that it's already there. Size of your business will dictate whether… more »

Which other solutions did I evaluate?

We also looked at BMC and ServiceNow. We chose CA because they integrate with other systems already, so this was easier.
Consultant
IT Project Manager at a tech consulting company with 51-200 employees
Nov 30 2014

What do you think of Serviceaide Intelligent Service Management?

What is most valuable?

Easy to use.

How has it helped my organization?

Improved the effectiveness of my Service Desk Team and improved the SLA timing.

What needs improvement?

The implementation of Server Monitoring on Non-Windows servers.

For how long have I used the solution?

1 year.

What was my experience with deployment of the solution?

Yes, deployment of Non-Windows Servers.

What do I think about the stability of the solution?

Yes, once or twice the agents would stop working to provide the information required.

What do I think about the scalability of the solution?

No issues with scalability.

How are customer service and technical support?

Customer Service: 4/5 Technical Support: 3.5/5

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

Yes,…
Vendor
Technology Manager at a K-12 educational company or school with 1,001-5,000 employees
Nov 19 2014

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.

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 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… more »

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.

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… more »
Consultant
Senior Consultant at a tech consulting company with 501-1,000 employees
Oct 29 2014

What is most valuable?

Monitoring Infrastructure.

How has it helped my organization?

Monitoring multiple environments and platform independent.

What needs improvement?

Few probes need improvement in their function and the way they get deployed for monitoring.

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

Managed by the company finance as I’m a Technical Product Manager and not familiar with Finance in exact figures.

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

Yes I did but I ended up with unreliable solution and stuck with platform dependencies.

What other advice do I have?

This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc.

Which other solutions did I evaluate?

Yes I did. That was Nagios but it platform dependent and there I had to switch to Nimsoft.
Vendor
IT Support Specialist at a marketing services firm with 51-200 employees
Oct 27 2014

What is most valuable?

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

How has it helped 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.

What needs improvement?

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

What other advice do I have?

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.

What is Serviceaide Intelligent Service Management?

CA Cloud Service Management is an innovative Service Management solution architected to speed and streamline your service desk operations while reducing complex and repetitive tasks. It delivers comprehensive automation capabilities to help reduce manual, tedious tasks.
Also known as
Serviceaide ISM, Nimsoft Service Desk, CA Cloud Service Management
Serviceaide Intelligent Service Management customers
Oakwood Systems Group
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