Samanage enables modern organizations worldwide to deliver a superior service experience to their employees. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. Through unprecedented agility and scalability, Samanage gives organizations the ability to rapidly and consistently deliver the services that employees need to get work done.
The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platforms, allowing internal service providers to streamline process improvement and greater productivity. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust IT Service Management (ITSM) solution in just days.
The pricing is based upon the number of users in our network that will be accessing the system, and the number of "Managers" running the system.
The salesman were very helpful in providing a great offer on the cost and have kept that pricing concept since we started.
As you are starting out with basically a "Blank Page" it can seem a little overwhelming at first setting everything up to get that final functional asset management and help desk system you envision. However, there are plenty of examples and their help & support is very responsive.
To me, this "Blank Page" is one of the positive aspects of the system. Basically, with some limitations, if I can imagine it, I can build it with what they have provided. This is true if you keep in mind what the original system was designed for in the first place. (The point here is simply: you would be surprised what kind of things people have asked the system to do... way beyond the scope of its design...)
It easily integrates with Active Directory (AD based on Windows 2003 is no longer supported as of this writing) and has a robust permissions setup, allowing you to allow and deny users any number of "Roles" that are pre-configured or that you create as needed.
The easy deployment of the agent combined with the cloud based setup allows the system to work well with users and machines working both in the corporate network, as well as outside of it in satellite offices.
The "Trouble Ticketing" interface can be customized and is easy to understand and navigate. Background elements include the ability to track tickets, warn administrators of tickets that have received no response, cluster common tickets to users and machines for trend and trouble tracking, and provides what I call "Live Response", where you can see who is looking at a specific ticket or item and see their notations instantly.
Probably the most impressive portion of the system is that part that most users will never see: The asset management system.
Once the agent has been installed and is communicating, the amount of information provided is overwhelming at first, and yet still organized and categorized. There is even a built in tool allowing the system to know when a computers warranty is up.
My reason for not giving 5 stars across the board:
The system sometimes has issues tracking software as the "Suite" it is licensed under. This is not necessarily and issue with this system as it is in how it is sold.
The "Sand Box" approach.
Printers are auto-populated, not based upon where the printer is installed from and shared from, but by every single shared instance of that printer. As a result, a single printer in an office of 200 users all sharing the same printer will show an inventory of 201 printers.
Software suites, like Autodesk "Building Design Suite Premium" are sold and licensed as a single unit, even though it is a collection of some 2 dozen programs and plugins. Samanage does not have the ability automatically, to track and manage this; it shows them as a bunch of separate programs. There is a way to cheat the system and make this work, but it is a manual step that requires a bit of work to setup and manage.
It's getting better, but the agents do not always refresh as quickly as I would like.
Likelihood to recommend
This software is easy to use for both the administrator and the user. It includes everything we need. We will be able to use it as an asset management tool, offer a solutions database to user's, and provide a change control tool for IT Staff that will be implementing system changes. It provides user feedback when their tickets are accepted and informs them when they are complete. We will be able to track the Help Desk response time and receive customer feedback. This tool is especially helpful when being audited for SOX controls. We are often asked to provide proof of compliance and we can print out the tickets to provide auditors. It is a great overall help desk tool with a couple of extra benefits all rolled into one. The vendor has been excellent provided us with support and answering questions within hours of the time they were asked. We have had weekly meetings prior to deployment and the overall knowledge has been excellent. I would definitely recommend this product to anyone looking for a help desk soluton
Likelihood to recommend
We needed a solution, and we needed one fast. We had test driven many, but something didn't feel right. Two things made us choose Samanage. The software had every feature we were looking for, and the people were excellent. From the beginning, we were treated like VIP's. We were given professional courtesy, we were given kindness and flexibility, we were shown appreciation, and we were given everything we needed to stand up the ticketing system in our environment. The staff, made us all feel like we were part of their family and we can't thank them enough. The demos were terrific, the trial was awesome, the sale itself went smooth, the implementation was perfect (including the SSO option), the support was phenomenal and the Go-Live went off without a hitch. This was just one of the best end to end experiences I have ever had the pleasure of being a part of. The Samanage team are just a bunch of really cool professionals that truly care about their customers. Every call was a pleasure, and they taught us how everything worked. We have had nothing but excellent support, and we are happily enjoying all the features and functionality as we use it daily. I have personally thanked them over the phone, and in email messages, but I still can't thank them enough. We were on a hard deadline to get everything working in a very short time. The Samanage team delivered on time, and within budget. We couldn't be happier. Thank you, Samanage Team! You ROCK!!!!!! :)
Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected.
It doesn't know how to make me coffee in the morning, but other than that, it's hard not to like something that makes your life easier.
Likelihood to recommend
1. Its easy to use and looks nice. Staff have required very little training, despite not having a centralized system.
2. Its pretty flexible. It's able to do about 90% of what we want it to do.
3. Support is active and engaged. Their community website has a lot of activity, both from others using the product as well as comments from Samanage's support.
4. Its actively developed. Recently Samanage unveiled their Labs feature, which allows areas to enable or disable new features to test out their functionality prior to implementation.
5. Reliability. Being a cloud service, you need it to be available and accessible. We've only had one minor outage during our time with Samange, and that was resolved quickly. They also provide great visibility into their uptime through a website, http://status.samanage.com
1. Filtering. Filters for incidents need additional work to become more robust. Currently, each new filter type acts as an AND filter, while multiple of the same type of filter act as OR filters. In some cases, you can't achieve the type of filter required at all.
2. Reporting. While the built-in reporting looks nice and has some decent out-of-the-box reports, it's not at the level of sophistication most organizations really need to get their full value out of this product and the data it has. For instance, there is no query builder or ad-hoc reporting, so you're limited to what you see.
3. Groups and Roles. Groups are treated like individuals, so if you report on a group's incidents and one of the members in that group has an incident, you won't see it, which is challenging. Roles are pretty robust, but a person can only belong to one role. If you have exceptions for individuals, you basically need to create a special role for each one of those cases which won't scale for large organizations.
4. SLA's and automation. The current SLA implementation is restrictive and cumbersome. And that's pretty much the only way to provide any sort of automation to routing, closing, etc. for incidents.
5. Slow feature development. Samanage has done an excellent job of rolling out various features throughout the year. However, there are some long-standing feature requests that have been in development for years and executing on them has been slow.
While the above issues are a concern, I have faith they'll be addressed and result in a stronger product in the long run.
The most granular are where Samanage stands out from the crowd is in its Dashboard and the array of reports that it generates. Upon login, the Dashboard is where users are automatically placed. It provide users with immediate inside into what's going on across the organization.
Another feature I like in Samanage is its single sign-on functionality. Many of contenders failed to support this capability at all. Once users are signed on, they can be assigned different roles and groups depending upon what they need to do and what access level is required.
There's also something Samanage calls "risk detection." This isn't a security tool constantly searching for code holes or digital invaders, however. Rather, it's based on the data Samanage gathers as a helpdesk and asset management tool where it uses that information to keep track of best practices, expiring licenses, and similar information that might compromise your IT organization from a financial or contract perspective. We weren't able to test this feature, so be sure to evaluate yourself thoroughly before banking on it.
Samanage doesn't have everything a good help desk solution should have, but it does offer many features that are important to ITIL, including problem, incident, and change management. Samanage has a pleasing aesthetic, is fairly easy to use once you get used to it, and given its feature breadth you'll certainly find the right tool for the job somewhere in the suite.
Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions
A lot of features but some seem unnecessary.
Likelihood to recommend
Samanage is one service desk that can be used by IT and throughout an organization, allowing internal service providers to streamline process improvement and greater productivity. As a fully integrated service management and asset management solution, you dramatically improve visibility, efficiency, and success. Reducing IT costs and saving time, Samanage compiles service requests, vendor data, purchase orders, warranties, and agreements -- in a single location. Built on a SaaS, multi-tenant platform, Samanage has the ability to react quickly to changes in the market, to new technologies, and to customers’ needs.
Samanage is an an IT asset management and support software solution in one. Samanage helps small and mid-sized businesses know exactly what hardware and software they have, while simultaneously delivering superior IT service tools to their internal users and customers including incident management, service catalogs, change and problem management and knowledge base management.
The software enables users to track and tag their entire IT infrastructure (IT assets) while supporting their customers at the same time. You can specify hardware statuses and assign them to specific users. You can track software across your entire network and monitor changes as they happen. You can also build best practices, resolve tickets and review incidents through customized reports.
Samanage doubles up as an IT asset management solution and support desk in one that integrates with over 200 cloud applications. Samanage enables users to monitor asset health by recording the number of tickets raised against that particular asset. In this way, the helpdesk features and asset management capabilities work in conjunction with each other to deliver a robust, overall IT Service Management solution.
At the high level, the SaaS-based asset management feature provides a snapshot of your IT inventory. It provides an overview of risks, asset status changes, incidents and issues - tracking and gathering statistics related to your IT infrastructure. Agents on your Samanage network can continuously report and receive status updates from the cloud-based servers.
Through Samanage, users can detect asset-related risks such as virus threats (or absence of an anti-virus solution) and unauthorized usage. They can also identify the need for asset replacements or exchanges, and meet software compliance standards for IT auditing reports. Finally, you can use the system to add and assign new contracts to assets. In turn, this enables you to create purchase orders for new and recurring contracts.
Samanage was also the first to provide automated warranty management for the likes of HP, Dell, Lenovo and Apple.
The homepage is a dashboard that provides a snapshot view of your asset health. You can personalize widgets for your asset health based on your preferences. The horizontal global navigation menu is simple and enables you to perform important tasks related to maintenance of your IT asset health. You can track inventory, add and assign contracts, get a snapshot of risks for your IT inventory, monitor service desk ticket priority, and generate reports for your IT inventory using this menu.
The system lifecycle begins with the asset being assigned a category and site. The assignations serve two purposes: they enable you to track assets belonging to particular categories and sites, and they also generate statistics and reports regarding your IT network. Reports can be customized, allowing you to filter and analyze data. By adding purchase order contracts you can track purchases and payments. You can also set up alerts for contract renewal.
One of the most interesting features of the asset management module for mobile devices are QR codes. The system automatically generates a QR code when you add an asset to the solution. The feature enables businesses to save on costs and provides mobile asset management capabilities. You simply take a snapshot of the QR code on your smartphone, this code can then be used during ticket management to provide service desk technicians with details of the asset.
You can associate assets with tickets and track statistics related to these tickets. In this way you can find out the amount of time it took to assign, resolve, and close the ticket. What’s more, you can also create service catalogs to automate processing for common tickets. Through this you can define processes for assignment of new assets. The system, in turn, will process the ticket based on pre-defined system processes and forward the ticket to appropriate stakeholders once a particular step is completed. You can also create incident tag clouds that enable you to categorize cloud-based incidents.
Through Zapier, Samanage offers integrations with more than 200 applications. Out-of-the-box integrations currently offered by Samanage are: Google Apps (SSO and self-service portal), Zendesk, Okta, OneLogin, Citrix GoToAssist Remote Support, along with CA SiteMinder and CA CloudMinder.
Pricing is based on the number of users in the system. You can either opt for the stand alone asset management solution or you can combine it with service desk management. The pricing model is based on monthly fees, however a yearly contract is required for all products. Samanage offers special rates for government, education, non-profit organizations and high-volume usage.
Below are some frequently asked questions for Samanage.
Samanage offers the following pricing plans:
Starting from: $19/month
Pricing model: Subscription
Free Trial: Available
You can select from 4 flexible editions:
Team - $19/agent/month.
Business - $49/agent/month.
Professional - $79/agent/month.
Enterprise, built on Salesforce ServiceCloud - Contact us for pricing.
IT Asset Management is available for all 4 editions, starting at 40 cents/asset/month.
Samanage offers the following features:
Samanage has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
Samanage supports the following languages:
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian
Samanage has the following pricing plans:
Samanage supports the following devices:
Android, iPhone, iPad
Samanage integrates with the following applications:
ActiveCampaign, Dropbox, Help Desk Migration, JIRA Software, Okta Identity Management, OneLogin, Slack, Wrike, Zendesk, Zendesk
Samanage offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials