Our Vision

Products Overview

As anyone who works in IT knows, the complexity of every organization’s infrastructure is increasing relentlessly —the proliferation of apps, devices, systems and more, has expanded the scope of what any IT service management team could ever hope to cover using legacy methods. Indeed, according to a recent study, 80% of service desk analysts say they are overwhelmed some, or all, of the time. This problem is only going to get worse.

Things, however, don’t have to be this way.

Serviceaide’s vision is to transform IT Service Management by applying breakthroughs in artificial intelligence, machine learning and natural language processing to deflect tickets and automate user requests through conversations.

“IT service desks have the opportunity to provide users with the kinds of service levels and seamless experiences that once seemed impossible, but which are now within reach of 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
Abed Farhan - SVP Sales & Field Operations
Abed Farhan
SVP Sales & Field Operations
Abed is an accomplished high-tech executive with 20+ years experience incubating new businesses and building world-class sales teams to drive sustainable revenue growth. Adept at strategic planning, business development, ecosystem development, M&A, complex OEM sales, and developing new monetization models and routes to market. Abed was most recently a Senior Executive at Webtrends where he was responsible for the strategic vision and performance of all field operations professionals, including sales, services, consulting, alliances, and lead generation. He also acted as an adviser to the CEO and Francisco Partners and cultivated relationships with key software companies.
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 leads the product team at Serviceaide, focusing on strategy and customer experience. Prior to Serviceaide Rich was in Product Management at CA Technologies managing CA Cloud Service Management and CA Service Management. Rich has spent almost 20 years 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 a 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