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Getting Started

Familiarize yourself with the basics of ServiceAide Cloud of Serviceaide Intelligent Service Management (CSM). Learn how as an administrator you can use the sidekick wizard to set up the solution.

• Read this overview of CSM of Intelligent Service Management and view the list of Important URLs
• Use sidekick to do the initial setup and perform some advanced configurations to customize CSM customize Intelligent Service Management solution
• Manage your profile and collaborate using My Board

CSM Intelligent Service Management is a SaaS-based application that connects providers of IT Services and users. The application is an ITIL-based service management solution where user can log and manage IT support requests. The application also makes service desks more efficient by allowing them to automate repeatable tasks and manage their assets.

CSM Intelligent Service Management contains:

• Sample workflow processes for different ticket types such as Incident management and Service Request management.
• Necessary supporting sample application records.

The application administrator can start using the application with in-built configurations and later customize the application according to the organization requirements.

Features and Functionality

CSM Intelligent Service Management is a Service Management solution that helps streamline your service desk operations while reducing complex and repetitive tasks. It delivers comprehensive automation capabilities to help reduce manual, tedious tasks. Code-free configuration helps simplify your IT service management processes, workflows, and integration.

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• Access the knowledge base and look up suitable solutions for your IT support needs.
• Log user requests, modify the request, and track the time that the analysts spent on each activity.
• Set up Workflow Actions to automate processes.
• Set up SLA Targets.
• Manage and control the actions that are visible and available to different sets of users.
• Monitor and manage IT systems and services using features such as searches, reports, charts, and dashboards.
• Manage IT assets such as servers, laptops, virtual machines, operating systems and other assets that are deployed on the network.

• Automate routine and complex IT tasks such as send email notifications.

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Serviceaide Intelligent Service Management Users

You can classify the users of CSM Intelligent Service Management on the following points:

• The user is a requester of IT Support and Service.
• The user is a provider of IT Support and Service.
• The user is involved in ensuring implementation of processes and quality standards of IT Support and Service.
• The user is involved in managing the IT infrastructure assets of the organization.

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