Company:Serviceaide

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Serviceaide, Inc.
FormerlyWGSigma (until 2016)
TypePrivate
IndustryEnterprise software
Founded2016; 8 years ago (2016)
Founder
  • Wai Wong
HeadquartersSan Jose
Area served
Worldwide
Key people
  • Wai Wong (Founder and CEO)
  • William Guinn, Chief Technology Officer
  • Randall Tidwell, Chief Financial Officer
  • Tim Short, Chief Revenue Officer
  • Kevin Goertzen, VP of Global Solutions
  • Daniel Sasajima, VP of Global Sales
Products
  • Luma Virtual Agent
  • ChangeGear
  • Intelligent Service Management (ISM)
Services
Websiteserviceaide.com

Serviceaide is a privately held company based out of California, with offices worldwide, including Brazil, China, Ukraine, Denmark, Deutschland and Tampa, Florida . The company develops software-as-a-service solutions for businesses and governments leveraging artificial intelligence (AI) and virtual agents. Serviceaide is a cloud computing company, specializing in software-as-a-service (SaaS) solutions that are used by businesses and governments for IT Service Management (ITSM), Enterprise Service Management (ESM) and Customer Support across internal and external functions (IT, HR, etc.).  The company’s flagship product suite, Luma, is an Intelligent Virtual Assistant (Chatbot) that uses AI to enable support and service action and knowledge requests.

History

Serviceaide was founded by former WGSigma Systems executives after the acquisition of IT Service Management assets of CA Technologies by WGSigma Systems which was made possible through $12 million in funding[1] from Arrowroot Capital.  The resulting company was incorporated as Serviceaide in 2016. The IT Service Management solution which included CA Technologies’ “Cloud Service Management (CSM)” software was developed into two products (“Intelligent Service Management” and “Luma”) that use automation and artificial intelligence to enhance customer support and service.  

In November 2020 Serviceaide completed the acquisition of Wendia[2] bringing Point of Business (PoB) into the portfolio.  All products were made available using software as a service model in a public or private cloud deployment.  Serviceaide which was initially available only in North America, Latin America and Europe but was able to enter Asian markets through a distribution agreement with Ingram Micro which allowed its virtual agent Luma and its Intelligent Service Management (ISM) platform to be integrated into the Ingram Micro Cloud Marketplace and allowed for partnerships with Asians companies like Japanese IT provider Fujitsu.  

In August 2021, Serviceaide completed the acquisition of Sunview Software[3], a provider of IT Service Management (ITSM) software. The acquisition included SunView's flagship ChangeGear platform – with capabilities in change management, intelligent incident management, and asset discovery[4] and asset management. The acquisition was made with a focus on increasing innovation in artificial intelligence, knowledge management, service management, and process automation.

Acquisitions

  • October 2016: CA Cloud Service Management (CSM) from CA Technologies[1]
  • November 2020: Wendia[5]
  • August 2021: Sunview Software[6]

Analyst Reports

  • Serviceaide was included in the Forrester New Wave: Standalone Chatbots for IT Operations Q2, 2019 report[7]. The company was listed as a “Leader”
  • Serviceaide was rated a “Strong Performer” in the 2020 Forrester New Wave Report on Chatbots for IT Operations[8].
  • Aragon listed the Serviceaide as “Hot Vendor” in the firm’s 2020 Conversational AI report [9]
  • GigaOm placed Serviceaide as a “Leader” in its 2023 GigaOm Radar Report for ITSM[10]
  • Gartner Research Market Guide for IT Service Management Dec 2023[11]

Products

Luma  

Luma is a Conversational AI Platform that leverages Virtual Assistants to assist customers with service and support issues in technology, human resources, financial, energy and utilities, education and government environments. The use of Artificial Intelligence provides the ability to learn, allowing it to expand its own knowledge base as well as ingesting existing knowledge artifacts.  

Intelligent Service Management

Intelligent Service Management (ISM) is a multi-function ITSM platform. It supports nine ITIL-certified[12] processes and is used by organizations around the world. ISM was released in 2016.

Point Of Business

POB is an Enterprise Service Management (ESM) solution widely adopted by both large-scale and medium-scale enterprises across Europe and North America. It offers a high degree of customization and aids organizations in effectively managing and automating various business and service tasks. These encompass service desk management, configuration and asset management, purchase and inventory management, as well as self-service options and automation functionalities.

References

  1. ↑ 1.0 1.1 "Funding Snapshot: IT Service Management Provider ServiceAide Raises $12 Million" (in en-US). WSJ. https://www.wsj.com/articles/funding-snapshot-it-service-management-provider-serviceaide-raises-12-million-1480443828. 
  2. ↑ "Serviceaide Announces Integration of the Luma Virtual Agent with its Point of Business Service Management Platform Newly Acquired from Wendia". Customer Think. 17 December 2020. https://customerthink.com/serviceaide-announces-integration-of-the-luma-virtual-agent-with-its-point-of-business-service-management-platform-newly-acquired-from-wendia/. 
  3. ↑ "After acquisition, Tampa IT company wants to further its growth in the region". 2021-11-23. https://www.bizjournals.com/tampabay/news/2021/11/23/tampa-it-services-company-acquired.html. 
  4. ↑ Desk, AIT News (2022-05-11). "Serviceaide Introduces Asset Discovery Expert to Automate Discovery of Networked IT Assets and Their Dependencies" (in en-US). https://aithority.com/it-and-devops/serviceaide-introduces-asset-discovery-expert-to-automate-discovery-of-networked-it-assets-and-their-dependencies/. 
  5. ↑ Kovar, Joseph F.. "Serviceaide Expands IT Service Platform With Wendia Acquisition | CRN". https://www.crn.com/news/data-center/serviceaide-expands-it-service-platform-with-wendia-acquisition. 
  6. ↑ Bureau, E. T. (2021-09-22). "Serviceaide Acquires IT Service Management Leader, SunView Software" (in en). https://enterprisetalk.com/news/serviceaide-acquires-it-service-management-leader-sunview-software-2/. 
  7. ↑ "The Forrester New Wave™: Standalone Chatbots For IT..." (in en). https://www.forrester.com/report/the-forrester-new-wave-standalone-chatbots-for-it-operations-q2-2019/RES144395. 
  8. ↑ "The Forrester New Wave™: Chatbots For IT Operations, Q4..." (in en). https://www.forrester.com/report/the-forrester-new-wave-chatbots-for-it-operations-q4-2020/RES159079. 
  9. ↑ "Special Report: Aragon Research Hot Vendors™ for 2020 (Part II)" (in en-US). https://aragonresearch.com/special-report-aragon-research-hot-vendors-for-2020-part-ii/. 
  10. ↑ Shultz, Scott (2023-05-17). "GigaOm Radar for IT Service Management (ITSM)-546389-ServiceAide" (in en-US). https://gigaom.com/reprint/gigaom-radar-for-it-service-management-itsm-546389-serviceaide/. 
  11. ↑ "Market Guide for IT Service Management Platforms". 18 December 2023. https://www.gartner.com/en/documents/5037731. 
  12. ↑ "PinkVERIFY" (in en). https://www.pinkelephant.com/en-US/pinkverify/pinkverify-certification. 

External Links

Official Website


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