Serviceaide
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About
Serviceaide offers AI-driven solutions for seamless service management. Their platform focuses on automating interactions and integrating support processes across teams, featuring intelligent automation and first-contact resolution to streamline processes. Key features include automated ticket deflection, knowledge management, and 24/7 first contact resolution. Trusted by Fortune 1000 enterprises, Serviceaide aims to empower workforces with Agentic AI, providing intelligent insights and automation for IT, HR, Facilities, and Governance.
Platform
Features
• workflow automation
• intelligent automation
• self-service portal
• knowledge management
• ai-driven solutions
• automated ticket deflection
• first contact resolution 24/7
• immediate resolution
FAQs
What information is collected during Asset Discovery?
Asset Discovery gathers detailed information about devices on your network, including Device type and hardware specifications ,Network details like IP and MAC addresses and Installed software and operating system details.
How does Asset Discovery collect data?
ADE uses an agentless approach, leveraging protocols like ICMP, ARP, NetBIOS, DNS, LDAP, TCP, SNMP, SSH/Telnet, and WMI to discover and collect data from resources.
Which protocols are utilized for domain-based discovery?
Domain-based discovery relies on ARP, DNS, LDAP, WinNT, and TCP to locate resources within specified domains.
What credentials are needed for scanning?
ADE supports three types ofcredentials: Domain credentials, IP Range credentials and SNMP Community Strings
Are Domain Administrator credentials required?
No, regular domain user credentials are sufficient for basic discovery. However, more detailed information, like hardware specifications, requires a user with local admin privileges.
How are the credentials stored?
Credentials are securely stored using 128-bit AES encryption in the ChangeGear registry. During use, they are encrypted in memory with the .NET System, Security, Secure String data structure.
How does ADE access stored credentials?
During a scan, ADE retrieves credentials from the registry and decrypts them. Depending on the protocol, credentials are applied securely: SSH credentials are transmitted over encrypted channels.
Will ADE affect my network?
ADE is designed to minimize network impact. Factors such as network size, latency, and capacity affect performance. Scheduling scans during off-hours or at remote offices can reduce overhead.
Will ADE trigger my Intrusion Detection System (IDS)?
ADE does not use live exploits or "crafted" packets, making it unlikely to trigger an IDS.
Must I configure SNMP on all my devices?
No, SNMP configuration is optional. However, enabling it allows for better classification of devices and collects more detailed information.
Are there network requirements for ADE?
Windows machines require WMI and DCOM to be running. Linux machines need SSH (preferred) or Telnet enabled, with password-based authentication.
Job Opportunities
Director of Support and SaaS Operations
Serviceaide provides AI-driven service management solutions, automating interactions and streamlining support processes with features like ticket deflection and 24/7 resolution.
Responsibilities:
Lead and manage SaaS and Support teams, fostering a culture of excellent customer service. Establish and maintain strong relationships with customers, providing exceptional support and addressing issues and requests with a high level of empathy and professionalism achieving world class customer satisfaction.
Collaborate with cross-functional teams and clients to design and implement secure deployment architectures ensuring secure and scalable networking and system deployments that supports business growth.
Work with cross functional teams on customer account issues, plans, and strategies to improve customer satisfaction and revenue growth.
Analyze system performance metrics and customer feedback to identify areas for improvement and implement effective continuous process and team skills improvement.
Drive the administration and operational management of ITSM/ESM solutions, ensuring contractual and the evolving needs of clients are met consistent with Serviceaide corporate strategy.
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