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 robust Service Desk or a comprehensive Service Management suite with verified ITIL processes.

Ivory is also the first feature release in our new secure and reliable cloud environment. With this new release, we are now able to deploy new releases such as Ivory without service interruptions. Benefits include delivering new features at an increased cadence that rollout to 100% of our customers; as always with minimal to no IT burden. Other enhancements include updates to our mobile app, remote control support, and several other customer-requested features.

Mobile App Updates

Analysts can manage their queue from their iOS or Android device using our mobile app. Updates rolled out in May and June include role-based views, tap-to-call functionality on the ticket screen, and support for seven languages. Mobile support is a priority for us, so we plan to deliver frequent new releases. You can get more details about the mobile app features and download it here.

Remote Control Support

We integrated Bomgar Remote Support into Cloud Service Management that allows analysts to quickly connect to an end user’s machine to efficiently diagnose and resolve their incident or request, often on the first contact. It’s the first of many new integration connectors being added to our out-of-the-box integration options. You can get for more details on the features of the Bomgar integration and how to configure it here.

Customer-Requested Features

True to our tagline of aiding service excellence™, we listen to our customers and address their needs. ServiceAide customers can request and vote on feature enhancements via our community site. Some of the new features include admin-configurable options such as showing closed tickets in the Ticket Center, hiding SLA information from self-service users in the Service Center, and disabling the Automation Center component.

For all the details, read the full Ivory release notes, or watch a demo of the key features and enhancements. We’re already working hard on the next release, as we continue aiding our customers in achieving service excellence.

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