San Jose, CA – October 3, 2016– ServiceAide today announced that it has completed the acquisition of IT Service Management Software Cloud Service Management (CSM) from CA Technologies (Nasdaq: CA). It will now operate as ServiceAide, Inc. and will be led by IT industry veteran Wai Wong, who today has been named CEO of ServiceAide, Inc. Wai leads a highly experienced management team that brings decades of experience in their respective disciplines from major players in the industry like BEA Systems and Amdocs. Wai himself is a former longtime CA Technologies employee, who is best known for his leadership role on the Unicenter brand from its founding in 1991 until 2004 when he departed from CA.
ServiceAide will provide existing clients with a well-financed, proven and highly successful team that is committed to ensuring CSM becomes the leading SaaS offering in the cloud ITSM space. After a prolonged period of relatively stable growth, recent industry analyst reports project an increase in CAGR for the cloud ITSM sector from the current 7% to a projected 16%1 over the next 4 years. ServiceAide feels we are well positioned to capitalize on this resurgence in growth.
Wai Wong explains the value to existing customers “We created ServiceAide knowing that we are capable of providing world class service and by incorporating our existing big data and machine learning Sigma technology into the already best in class CSM offering, providing improvements in response time, issue resolution and introducing capabilities to maximize self-care and issue prevention – all with the primary objective of increasing the business value enjoyed by ServiceAide customers. We want them to have an intuitively simple, ITIL verified, cost-effective solution that will support future growth in their respective markets ”
Wai advises “CA and ServiceAide are both committed to a seamless and stress-free transition for our customers. Customers will see no change. On Day 1, clients will continue to be hosted on the same servers, running in the same cloud facilities and will be supported by the same personnel accessed through the same channels. Continuity through this transition is our utmost focus, and the current teams supporting CSM will continue to provide the same level of service and professionalism.”
Backed by a solid technology investment firm, ServiceAide sees a golden opportunity to take a world-class ITSM SaaS operation and marry it with proven innovative big data technology. ServiceAide has years of successful big data experience that can breathe new life into the IT Service Management space. “We strongly believe game changing results will be achieved here” said Wai. ServiceAide feels leveraging their technology expertise and increased investment in the ITSM sector will drive reductions in issue response time, improve agent productivity and most of all provide industry leading user self-care to drive faster issue resolution and reduce workload on all parties.
ServiceAide has the industry footprint to rapidly introduce innovation to a world-wide customer base in a non-intrusive, try it before you buy it fashion. ServiceAide’s core strategy is based upon providing high-value differentiated functionality while paying close attention to the needs of MSPs and SMB customers seen as instrumental to their future.
The marriage is a natural, the time is right, and this kind of innovation is clearly a game changer in an industry that is poised for resurgence.
ServiceAide has brought together an outstanding team which has experience operating some of the largest mission critical systems in the world AND a proven technology platform. This combination provides tremendous strength and the technological flexibility to launch and execute first of their kind services that will provide industry leading results.