Ingram Micro, Serviceaide Reach Cloud Distribution Agreement

Serviceaide will expand its global reach in the Ingram Micro Cloud Marketplace

Buffy Naylor, Senior Managing Editor

May 14, 2019

2 Min Read
Chapter 11 filing

Serviceaide, the global provider of IT service management solutions, has a new distribution agreement with Ingram Micro to offer Luma, its AI-powered virtual agent, to resellers through the Ingram Micro Cloud Marketplace. The deal also includes Serviceaide’s Intelligent Service Management (ISM) platform for IT service management (ITSM).


Serviceaide’s Abed Farhan

Serviceaide was selected as a leader in a recent Forrester Research New Wave report on Standalone Chatbots For IT Operations. Luma is an AI-powered virtual support agent that improves the efficiency and automation of the service desk. Luma’s conversational interface guides users to actionable requests and improved self-service. Its automated services frequently deflect tickets by providing immediate resolutions to users. It also relieves analysts from the burden of chasing down users for more information and handling repeatable mundane requests. Luma integrates seamlessly with leading service management systems, as well as with Serviceaide’s full-featured service management suite, ISM.

“As a virtual support agent that is intuitive for end users and learns new skills over time, Luma represents a significant shift for IT service and support organizations,” said Abed Farhan, Serviceaide’s senior vice president of sales. “Its AI capabilities are changing the way businesses think about and handle service management.”

“Our goal is to get Luma in the hands of as many teams as possible, and with Ingram Micro’s unmatched reach and expertise in cloud-delivered services, this strategic agreement is the ideal way to accomplish that,” he said.


Ingram Micro’s Tarik Faouzi

“Our customers are expecting more from their technical support organizations and Luma helps deliver on that need,” said Tarik Faouzi, vice president of global cloud product management at Ingram Micro. “We are excited to broaden the portfolio of cloud services by adding Luma to our Cloud Marketplace, which is now being used by more than 55,000 technology partners around the world to manage nearly 4 million fully-automated seats.”

The Ingram Micro Cloud Marketplace is an ecosystem of buyers, sellers and solutions that the distributor says enables channel partners and professionals to purchase, provision, manage and invoice with efficiency, confidence and ease. It removes the complexity in procurement, management and support that is too often inherent in cloud technologies and enables partners to manage the complete end-customer subscription life cycle from a single, automated platform that is provided and supported by Ingram Micro.

At the Ingram Micro Cloud Summit in March, the company introduced several new features for the Cloud Marketplace intended to help partners boost their cloud business.

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About the Author(s)

Buffy Naylor

Senior Managing Editor, Channel Futures

Buffy Naylor is senior managing editor of Channel Futures. Prior to joining Informa (then VIRGO) in 2008, she was an award-winning copywriter and editor, then senior manager of corporate communications for an international leisure travel corporation and, before that, in charge of creative development and copywriting for a boutique marketing and public relations agency.

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