About Serviceaide Intelligent Service Management (ISM)

This article contains the following topics:

Getting Started

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

• Read this overview 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 Intelligent Service Management solution
• Manage your profile and collaborate using My Board

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.

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

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.

The key functions of the solution are:

• Service catalog
• Request management
• Incident and problem management
• Change management
• Configuration management
• Service level management

The application provides a simplified interface to record requests for assistance and information. You can use the application to:

• 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.

Serviceaide Intelligent Service Management Users

You can classify the users of 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.

The users can be classified as:

Self-Service Users - who are the requesters and end users of IT Support and Services. A self-service user uses the product to log and monitor progress of their requests.

Analysts - who are the providers of IT Support and Service. The service desk agents, supervisors, or managers use the product for the following purpose:

• Log requests for requesters across the organization
• Track and monitor the resolution of the requests
• Closure of the requests that are logged

Administrators- who are responsible for laying out the IT support process flows. Administrators configure the application to support the delivery standards that IT Support Operations define for the organization. Administrators define records and workflows for the organization, and use the application to ensure that support teams maintain the delivery standards. Administrators also perform IT asset discovery and setup automated workflows for service automation.

Asset Managers - who manage the IT assets in the organization. Asset Managers use the product for the following purposes:

• Set up the asset repository
• Add, modify, and delete assets
• Manage asset-related information such as models and manufacturers.