Question 1

How does ServiceHive pricing work?

Accepted Answer

ServiceHive operates a simple pricing model that consists of two components; a monthly “per user” ServiceHive platform price for end user support and a monthly subscription service to Spherica’s Automation Service which provides ongoing access to our continually expanding library of IT automations. The pricing is consistent across all sizes of organisations, making it easy to calculate, and is not dependent on ticket volumes.

Question 2

If I deploy ServiceHive do I need to replace my ITSM solution?

Accepted Answer

Absolutely not! ServiceHive has been designed from the ground up to seamlessly integrate with leading ITSM platforms. The AI-driven Ticket Manager component within ServiceHive performs multiple tasks, such as creating, updating and closing tickets and syncs all changes to the customer’s ITSM, ensuring all activity is recorded on the customer’s preferred system. For those customer’s without an ITSM, the Ticket Manager function can be used instead, without the need for further investment.

Question 3

Why does ServiceHive deliver faster resolution times than traditional Service Desks?

Accepted Answer

ServiceHive streamlines the initial stages of ticket triaging by intelligently providing users with immediate, relevant advice and troubleshooting steps. If the issue remains unresolved, a ticket is created and instantly assigned to an appropriate team to resolve. This enhances the user experience by reducing their wait time for a resolution and allows IT teams to focus on more complex and technical tasks.

Question 4

Does ServiceHive rely on predefined trigger phrases like standard chatbots?

Accepted Answer

No. ServiceHive leverages natural language processing (NLP), enabling it to understand user intent based on their natural phrasing and intelligently route queries to the appropriate outcome.

Question 5

Will ServiceHive work on the devices we currently use?

Accepted Answer

Yes. ServiceHive is fully responsive and works across a variety of screen sizes, from desktops to mobile devices. It requires an internet connection but does not demand significant bandwidth, making it accessible via broadband or mobile networks (3G/4G/5G).

Question 6

If we upload confidential data to ServiceHive (e.g. to the Knowledgebase), is it secure?

Accepted Answer

Uploaded documents are securely stored in the database, whilst also retained in their original format within your existing environment (e.g. SharePoint), where your organisation's access controls will apply.

Question 7

What level of access will we have to ServiceHive, especially from a management perspective, and what benefits can we expect?

Accepted Answer

ServiceHive offers multiple access levels tailored to different user roles. Standard users receive general access, while agents have additional permissions to manage specific automations and oversee tickets. Higher-level access includes full administrative control, providing comprehensive system management capabilities. Intermediate roles, such as Document Admin, are also available, enabling users to oversee and manage knowledge resources within the system.

Question 8

Do I have control over the data uploaded to ServiceHive?

Accepted Answer

Yes. You have full control over the documents uploaded to ServiceHive. Only authorised users with the necessary permissions can upload or remove documents.

Question 9

Will my data be used to train the AI?

Accepted Answer

No. ServiceHive does not use your data to train artificial intelligence models. Your data remains secure and is not utilised for AI training purposes.

Question 10

Where is ServiceHive hosted?

Accepted Answer

ServiceHive is securely hosted on Microsoft Azure, ensuring high reliability, scalability, and compliance with industry-leading security standards.

Question 11

Where is our data stored and does it stay under our control or is it transmitted elsewhere?

Accepted Answer

Your data is stored in UK-based data centres, ensuring compliance with data protection regulations. Minimal information is processed via external APIs; however, no personally identifiable information (PII) is shared, and all connections are securely encrypted using HTTPS and SSL/TLS protocols.

Question 12

How do my users connect to ServiceHive?

Accepted Answer

ServiceHive supports OAuth 2.0, allowing Single Sign-On (SSO) via identity providers such as Microsoft Entra ID. This enables users to authenticate using their primary business credentials while ensuring compliance with your organisation's IT policies for lifecycle management and access control.

Question 13

Can ServiceHive integrate with our on-premises tools and platforms?

Accepted Answer

Yes. ServiceHive includes configurable components that enable integration with on-premises tools, including Microsoft Azure via Entra ID (formerly Azure Active Directory).

Question 14

Will there be maintenance windows during which ServiceHive is unavailable?

Accepted Answer

ServiceHive evolves continuously in response to customer needs. Any required updates will be scheduled and communicated in advance. We also implement a staging approach to ensure that new features and upgrades are stable before being deployed to the live environment.

Question 15

Can we provide feedback and suggestions, or is ServiceHive a fixed solution?

Accepted Answer

Absolutely. We welcome feedback and feature requests at any time, whether they are general improvements or tailored specifically to your business. We believe that our users are the true experts, and your input is integral to shaping the future of ServiceHive.

Common Questions About ServiceHive