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Serviceaide upgrades its IT and enterprise service management solutions to embrace greater self-service, management, and automation

Serviceaide, Inc., a global provider of modern IT and enterprise service management solutions, is announcing its Kruger release, updating the enterprise’s product line with technology integration, feature enhancements, and the launch of the Luma mobile app.

Serviceaide’s ITSM and ESM platforms—ChangeGear, Point of Business, and Intelligent Service Management (ISM)—will receive various updates to improve desk efficiency, end-user productivity, and rectify modern service and support industry difficulties. Challenges such as labor shortages, retention issues, and training deficiencies are targeted by the Kruger release, enhancing knowledge cataloging and delivery, operations automation, mobility, and IT asset discovery. 

“Serviceaide is on a mission to modernize service and support with AI-based technologies,” said Bill Guinn, chief technology officer at Serviceaide. “The shift-left toward self-service and automation needs to be designed for low effort and high success, or end-users will abandon the channel. Meanwhile, solutions should be reasonably priced and easy to implement. Our Kruger release furthers these important objectives.”

The Luma Virtual Agent by Serviceaide will assist in deducing the context of services within an ITSM service catalog, producing a curated cataloged service that addresses user needs. Luma can also more efficiently serve end-user requests, as well as read any ITSM service catalog outside of Serviceaide solutions.

Serviceaide is improving process orchestration throughout disparate applications, integrating and automating workflows during the span of a service ticket’s lifecycle. By enabling scalable and observable automation orchestration, the Kruger release alleviates integration time-consumption while providing collaborative and responsive workflows.

The Kruger release additionally provides upgrades to the Serviceaide Asset Discovery Expert, including holistic and precise inventory of assets for both cloud and hybrid environments. Supporting Azure, Google Cloud Platform, and AWS, the Asset Discovery Expert enables expansive integration paired with streamlined setup of credentials and management of discovery profiles.

The new Luma mobile app accompanying Serviceaide’s winter release supplies in-depth virtual service and support for users that is as instrumental as it is highly portable. The app offers barcode and QR code scanning features, location awareness to enhance service problem identification, and hands-free app interaction capabilities.

For more information about this release, visit www.serviceaide.com.

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