Serviceaide Named a Leader in Standalone Chatbots For IT Operations in Independent Analyst Report

Serviceaide Scores a Differentiated Ranking in Six Criteria Including Road Map, Market Approach, Chatbot Readiness and Chatbot Automation

San Jose, Ca. (April 18, 2019) – Serviceaide®, Inc., a global provider of IT service management solutions, today announced it has been named a leader in The Forrester New Wave™: Standalone Chatbots For IT Operations, Q2 2019 report. Chatbots purpose-built for IT help desks and operations are a fast-emerging solution area that automates repeatable tasks and provides self-service capabilities to relieve IT staff from mundane tasks, allowing them to focus on more value-added pursuits, according to the report.

After reviewing the solution, Forrester found that Serviceaide’s Luma virtual agent technology received a “differentiated” rating—the highest rating available—in six criteria, including chatbot automation and chatbot readiness, architecture/integrations, vendor positioning, road map, and market approach. The report found that Serviceaide customers are exceptionally pleased with their experiences, noting the solution’s fast time-to implementation and time-to-value, thanks to its out-of-the-box capabilities and workflows.

Forrester found that out-of-the-box (OOB) workflows, language, intent models, and integrations dedicated to IT operations use cases are key for leaders in this space, of which Serviceaide is one. In the report, Forrester states that Serviceaide “Leads the pack with IT operations orientation. Due to Serviceaide’s heritage in IT operations, its chatbot strategy and road map strongly align to supporting the needs of day-to-day IT operations, including granular out-of-the-box IT ops workflows.”

“In our view, being named a leader in the Forrester Wave evaluation validates and echoes what we have already been told by our customers –Serviceaide is providing the resources that meet the business needs of organization and end-users,” said Wai Wong, Serviceaide CEO.  “We are focused on reshaping t Service Management by providing a solution that marries our world-class SaaS solution with the innovation of game-changing AI and big data technology.  In IT and non-IT use cases, Luma has given our customers innovation, experience, and efficiency gains within a reasonable budget.”

The Forrester report goes on to say, “With its IT operations specificity and easy-to-configure follow-up interactions, Serviceaide’s Luma provides an attractive platform for augmenting IT service delivery capabilities.”

Serviceaide’s industry-leading virtual agent, called Luma, is an AI-powered chatbot solution that engages with end-users through a conversational interface and guides them through the service request process to create highly actionable service tickets for support teams and often resolves problems on the spot. Easily integrated with legacy ITSM systems, Luma is pre-loaded with a wide range of IT service management skills and the ability to learn from interactions with users and IT service and support personnel. Serviceaide also has a full-featured service management platform, called Intelligent Service Management (ISM), that empowers service teams with a formalized approach to increase service, support, and IT management quality and efficiency.

To access the full Forrester report please visit Forrester New Wave Report.

About Serviceaide

Serviceaide is the intelligent IT Service Management company that stands out from the crowd with the innovative and practical application of AI. With continued evolution in ITSM Serviceaide helps a growing portfolio of global clients solve chronic problems and better deploy talent and resources. By implementing Serviceaide’s cost-effective and easy to administer ITSM platform, complete with an advanced new virtual agent, Luma, reassignments, mean time to resolution, and ticket costs may be reduced by more than 30%. For more information, visit

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