Keeping Customers Happy in the ITSM Industry

ITSM Trends The IT service management (ITSM) industry has undergone unprecedented change in recent years, and your customers expect more than ever before. With the increased sophistication of technology, particularly with regard to cloud-based collaboration and enterprise... Read more

Turn the Help Desk You Have into The Service Desk You Want

Turn The Help Desk you Have into the Service Desk You Want   As support analysts, we all want to close as many tickets as fast as we can. But wouldn’t it be better to avoid having those tickets in the first place? At ServiceAide, we know that every second of downtime... Read more

Improving usability with the Jasmine Release

Continuing our cadence of releases, the Ivory release made available this past June is followed by the most current release – “Jasmine.” This release adds significant improvements to both editions of Cloud Service Management™: the Service Desk and the Service... Read more

How does ServiceAide Compare to ServiceNow?  

How does ServiceAide Compare to ServiceNow?   Regardless of the type of business you’re running or even the industry you’re operating in, the success of your customers is one of the major keys to success for your organization as a whole. This is why help desk ticketing... Read more

Ivory Release is a Major Milestone

New Cloud Service Management™ release called Ivory is a major milestone for ServiceAide® Ivory, our most current quarterly release, expands Cloud Service Management into a product line platform that enables us to deliver two products that give organizations affordable choices of a... Read more

When You Only Need A Service Desk

ServiceAide expanded it reknowned, robust and proven Cloud Service Management product into a product line platform to give you a choice. The Service Desk product built on our platform gives you a choice of solutions to match your needs and your budget. To help you decide which... Read more

Divide and Conquer

Dividing and conquering is an adage and a successful strategy. The strategy also applies to consistently delivering excellent individualized customer support. Every business, even similar competing businesses in the same industry, have unique aspects of their processes and how... Read more

The Power of 1

One thing, one person, one idea, one something often makes a big difference. That’s the power of 1. At ServiceAide™ we embrace the power of 1, which is why we made our Cloud Service Management™ product friction-free, burden-free and simple to use. Its 1 solution used by many... Read more

Processes, Automation and Systems Drive Customer Satisfaction

Customer satisfaction is critical because it directly impacts lifetime customer value and your support costs. Highly satisfied customers also drive referrals, testimonials and positive influence via social media that impact your revenue. Organizations recognize customer... Read more

Great Service Means Being Responsive, Mobile Apps Make It Possible

Deliver Great Service Anytime, Anywhere with the Mobile Analyst App for Cloud Service Management Enabling your analysts to interact with Cloud Service Management means that your analysts and your organization can deliver great service to your customers with the responsiveness they... Read more

Using the Right Tool for the Job Is Always the Best Choice

If You’re a Managed Services Provider – Get Ahead, Don’t Just Get By Trying to Use a Service Management Solution That’s Not A Good Fit for Your Business Model   You have a choice, get by as best you can with an IT-oriented service management solution, or get ahead with a... Read more

Announcing our latest release of Cloud Service Management- Goldfish

New ServiceAide CSM Update Released – Goldfish As of January 28th, 100% of customers are on the latest release – That’s always my favorite thing to say. As someone who managed on-premise products for many years, this was the dream scenario. It’s a great feeling to know that... Read more

Agile ITSM

Agile ITSM – the term has been discussed for a few years now so surely you’ve encountered it somewhere along the way.  But do you understand what it is and what it means to an organization?  I bet there are quite a number of organizations who would tell you that they are doing... Read more

Why is Problem Management So Hard?

When organizations start implementing an ITIL solution, the first Service Support process implemented tends to be Incident Management. This process is the easiest to understand at all levels of an organization – after all – things always go wrong and break, so they will need... Read more

Change Management

Is your organization planning to boost your ITSM maturity level by entering the world of change management?  Where do you start and how demanding do you get with the change management processes that you implement?  This article will attempt to provide some assistance to help you... Read more

So You’ve Added a New Client!

Congratulations!  You have signed a contract with a new client for your team to manage their services!  Now what? What is the best way to onboard your new client? As a Managed Services Provider (MSP), this is one of the most critical moments that will make or break your success... Read more

Amazon’s move into Managed Services

What does Amazon’s move into Managed Services mean for MSPs? Amazon Web Services (AWS) recently introduced its suite of managed services called AWS Managed Services (MS). In a blog post announcing the launch, AWS chief evangelist Jeff Barr states that this new offering from... Read more

Assets vs. Configuration Items

What is the difference between an Asset and a Configuration Item?   There is a lot of confusion as to what the difference is between an Asset and a Configuration Item (CI).  When should a new object be an asset and when should it be a CI?  In a lot of ways, they are alike,... Read more

What is ITIL Verification?

What is ITIL Verification? ITIL verification is an objective software tool assessment process that validates a vendor’s toolset against a set of functional requirements.  The assessment determines if the toolset aligns with ITIL terminology, processes, workflow, and integrations.... Read more

What is Automation in IT Service Management

What is Automation for IT Service Management? There are many categories of IT Service Management (ITSM) Automation available to you.  The most basic form of automation can be defined as ticket workflow type of automation.  This is the type of automation that accomplishes: Opening... Read more

Service Desk with DevOps

There is a lot of discussion going on about ITIL VS DevOps – are the two compatible? Can a nimble DevOps organization coexist with an ITIL based Service Desk?  Can ITIL keep up with DevOps or will DevOps leave ITIL in the dust due to the new methodologies that abound for it? Is... Read more

ITSM Process Automation

Why Automate? When discussing the adoption of automation, IT Service Management (ITSM) organizations struggle with answering key investment questions. “Why should we automate our processes?”  “Will we get a significant return on our investment?” “What is the long-term organization... Read more