Our Vision

Products Overview

Serviceaide’s vision is to re-invent Service Management with the power of Artificial Intelligence. Data problems have plagued the service management industry for years. We have married a world-class ITSM SaaS solution with innovative big data technology and Artificial Intelligence to solve these problems.

“ITSM departments everywhere are supporting an unprecedented variety of devices, applications and use cases. But thanks to natural language processing and artificial intelligence, the kinds of service levels and seamless experiences that once felt impossible are now within reach for companies of all sizes. It’s an exciting time!”

— Wai Wong
CEO of Serviceaide

Leadership Team
Vision, Knowledge, Experience, Results

Wai Wong - Chief Executive Officer
Wai Wong
Chief Executive Officer
Wai is Founder, President and Chief Executive Officer of Serviceaide. A serial entrepreneur, he has been in the high-tech industry for 36 years. Wai held executive leadership roles at BEA where he was the EVP and Global Chief Product Officer and at CA Technologies where he was the SVP and GM of the Unicenter brand, SVP and GM of WW Services, and SVP and GM of interBiz.

Wai received his Master’s and Bachelor’s degrees in computer science focusing on AI and Systems Architecture from Columbia University in NY.

As Chief Technology Officer (CTO), Bill brings more than 30 years of experience in the communications and enterprise IT industries. Most recently, he was CTO at SUMMUS Software. Prior to SUMMUS, he served at Amdocs as a CTO of the Product Business Unit where he was responsible for the development of real-time customer experience platforms. Before joining Amdocs, Bill served as senior vice president of product planning and architecture at DST Innovis, where he was responsible for strategic technology platforms, product management and pre-sales for the cable, broadband and satellite industries.
Bill Guinn - Chief Technology Officer
Bill Guinn
Chief Technology Officer
Yip Ly - Chief Revenue Officer
Yip Ly
Chief Revenue Officer
Yip is Chief Revenue Officer for Serviceaide. He has over 25 years’ experience in the software space. Most recently he was CEO of Nuage Systems. Prior to Nuage he served in a variety of senior business roles including EVP of Corporate and Business Market for CSL Limited, General Manager of Magnet Systems, VP of Oracle Asia Consulting Services, VP of BEA Systems, and CIO/CTO of Silvernet Venture Capital.
Sam is the VP of Finance for Serviceaide. Sam brings with him many years of experience running Finance Operations for technology companies. Most recently, he was VP of Finance for Aerohive Networks as they were going thru their IPO process. He has also spent 3 years at Blue Coat Systems in charge of their FP&A function.
Sam Acchione - Chief Financial Officer
Sam Acchione
Chief Financial Officer
Diane Merrick - VP of Marketing
Diane Merrick
VP of Marketing
Diane is Vice President of Marketing for Serviceaide. Diane has over 25 years of experience as a technology marketing leader. Most recently, she was the VP of Marketing at Teradici where she was responsible for all marketing activities. Prior to Teradici she had a long tenure with Cisco where she held a variety of senior corporate and international marketing roles.

Diane has a degree in Engineering from the University of Waterloo.

Marcus is Chief Executive Officer for Serviceaide China. He has over 32 years’ experience in technology sales and leadership in China. Most recently Marcus was the President of EMC China. He has held many executive leadership roles, including the SVP and MD of Oracle Systems, Greater China, VP and MD of BEA Systems, Greater China, and VP and MD IBM Greater China.
Marcus Tsoi - Chief Executive Officer, China
Marcus Tsoi
Chief Executive Officer, China
Chandra Swarna - VP and Managing Director India Operations
Chandra Swarna
VP and Managing Director India Operations
Chandra is VP and Managing Director India Operations. Chandra has over 20 years of extensive experience in software product development in IT Management, Telecom billing & OSS, and Automobile Engineering. Prior to Serviceaide, he was at CA Technologies heading CA Cloud Service Management Engineering and previous to that he led the CA Service Management. Prior to CA, Chandra worked at Convergys IMG. He has extensive knowledge in OSS & BSS domain and has filed 3 patents in this area.

Chandra has a Master’s degree in engineering from PSG College of Technology, India and a Bachelor’s degree in Mechanical Engineering.

Daniel is Managing Director for Serviceaide Latin America. He has over 20 years’ experience in consulting services in the IT Service Management space. Daniel held senior positions at CA Technologies and has built a successful presence for ITSM vendors Axios, Ivanti and Landesk in Latin America.
Daniel Sasajima - Managing Director , Latin America
Daniel Sasajima
Managing Director, Latin America
Rich Graves - Director of Product Management
Rich Graves
Director of Product Management
Rich Graves is the Director of Product Management at Serviceaide focusing on strategy and customer experience. Prior to Serviceaide he was a Product Manager at CA Technologies managing CA Cloud Service Management and previously CA Service Management. Rich has spent the last 16 years of his career focused on helping organizations improve customer service within the IT Service Management space. He also held roles in business unit strategy, business development and engineering services.
Rich has an M.B.A. from the Robert H. Smith School of Business at the University of Maryland and B.S. in Computer Science from Wake Forest University.
Prasanna Nagaraj is the Principal Product Manager. Prior to Serviceaide Prasanna was the Product Manager for Cloud Service Management at CA Technologies. He has more than 20 years of experience in the IT service management domain. Earlier, Prasanna worked as Services Architect and Product Manager in Nimsoft/CA. Prior to that he worked with HP as a Services Consultant in designing and implementing enterprise management solutions. Prasanna has published articles and provided consultation to many organizations on the best practices in IT Service management.

Prasanna holds Degrees in Telecommunications and Engineering, as well as being an accomplished ITIL V3 expert.

Prasanna Nagaraj - Principal Product Manager
Prasanna Nagaraj
Principal Product Manager