Availability in the Largest Cloud Independent Software Vendor Ecosystem Will Enable Further Adoption of AI-Driven IT Service Management

San Jose, Ca. (May 10, 2019)Serviceaide®, Inc., a global provider of IT service management solutions, today announced a distribution agreement with Ingram Micro, Inc. to offer Luma™, Serviceaide’s AI-powered virtual agent, to resellers through the Ingram Micro Cloud Marketplace. The deal also includes Serviceaide’s Intelligent Service Management (ISM) platform for IT Service Management (ITSM).

Serviceaide was selected as a leader in a recent Forrester Research New Wave™ report on Standalone Chatbots For IT Operations. Luma is a game-changing AI-powered virtual support agent that dramatically improves the efficiency and automation of the service desk. Luma’s conversational interface guides users to actionable requests and improved self-service. Its automated services frequently deflect tickets by providing immediate resolutions to users. It also relieves analysts from the burden of chasing down users for more information and handling repeatable mundane requests. Luma integrates seamlessly with leading service management systems, as well as with Serviceaide’s full-featured service management suite, ISM.

“As a virtual support agent that is intuitive for end users and learns new skills over time, Luma represents a significant shift for IT service and support organizations. Its AI capabilities are changing the way businesses think about and handle service management,” said Abed Farhan, SVP of Sales, Serviceaide. “Our goal is to get Luma in the hands of as many teams as possible, and with Ingram Micro’s unmatched reach and expertise in cloud-delivered services, this strategic agreement is the ideal way to accomplish that.”

Ingram Micro delivers a full spectrum of global technology and supply chain services to businesses around the world. The Ingram Micro Cloud Marketplace is an ecosystem of buyers, sellers and solutions, that enables channel partners and professionals to purchase, provision, manage and invoice with efficiency, confidence and ease. It removes the complexity in procurement, management and support that is too often inherent in cloud technologies and enables partners to manage the complete end-customer subscription lifecycle from a single, automated platform that is provided and supported by Ingram Micro.

“Our customers are expecting more from their technical support organizations and Luma helps deliver on that need,” said Tarik Faouzi, vice president of Global Cloud Product Management, at Ingram Micro. “We are excited to broaden the portfolio of cloud services by adding Luma to our Cloud Marketplace, which is now being used by more than 55,000 technology partners around the world to manage nearly 4 million fully automated seats.”

Some of the highlights of Serviceaide’s distribution agreement with Ingram Micro include:

  • Resellers can now take part in a huge market transformation powered by AI-driven service management.
  • Through access to Intelligent Service Management, organizations can more accurately and responsively support their users and ensure that IT resources meet the business needs of organizations and employees.
  • For the first time, resellers can leverage a ready-to-run AI based Virtual Agent pre-loaded with hundreds of ITSM skills—and the ability to learn more.
  • Service desks can become 30% more efficient and be recognized as state-of-the-art by everyone who interacts with them.

About Serviceaide

Serviceaide is a leader in intelligent chatbots called virtual agents, that make service and support more productive and intuitive for customers and support teams. The company’s AI-powered Virtual Agent, Luma, engages end users through a simple, conversational interface to understand and expedite service requests, automate service delivery and improve the customer experience. The company also offers a full-featured IT Service Management platform used by companies around the world to effectively manage the delivery and support of IT services. Serviceaide was selected as a leader in a recent Forrester Research New Wave™ report on Standalone Chatbots For IT Operations. Visit for more information.

About Ingram Micro
Ingram Micro helps businesses realize the promise of technology. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partners to operate efficiently and successfully in the markets they serve. Unrivaled agility, deep market insights and the trust and dependability that come from decades of proven relationships, set Ingram Micro apart and ahead. Discover how Ingram Micro can help you realize the promise of technology. More at

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