The ability to collect, store, and disseminate knowledge about IT incidents and their solutions is critical to successful IT service management.  By retaining and centralizing the intelligence gathered during the course of incident handling, IT departments can increase productivity, accelerate issue resolution, and decrease the risk associated with staff turnover.   This, in turn, will improve service delivery to end users and increase their satisfaction, while minimizing the impact of system down time when incidents occur, [...]

Our new IT Service Management system is flexible and customizable, providing you with a variety of setup options that allow you to tailor your IT Service Desk to meet your unique needs, or to fully conform to your specific IT support processes.     Some of the available setup options in our new IT Service Desk include: Portal Branding Your online service portal can be fully personalized, with the ability to design the look and feel according [...]

Truly effective IT management requires the achievement of a complete, 360-degree view of all technology systems. And, that kind of unhindered insight depends on the ability to directly correlate support incidents from your service desk to those assets.  That’s why our new ITIL-based IT Service Desk was designed to enable you to seamlessly connect problems and issues, and the related support activities performed to resolve them, with specific computers in your environment. Correlate Assets to [...]

This week’s addition is the ability to make mass changes on assets, tickets, and contract properties. With the new feature you can select a group of computers and assign them to a site, attach to a computer lease contract or a service/repair agreement, or select a group of tickets and assign them to a new ticket owner. Using the Mass Update Click on the Mass Update icon on the upper right corner of each module. [...]

Asset lifecycle management is an important business discipline, one that enables companies to more effectively manage their technology systems and all related activities from the time they are acquired, through their disposal and replacement.  This type of enhanced, end-to-end administration ensures maximum return on each and every system a business invests in. Today we’re adding new asset lifecycle management capabilities to SAManage, to help our customers better manage their IT Assets. With the new asset lifecycle [...]

This post is part of a series on using the SAManage help desk software. Other posts in the series include Introducing Your New Help Desk, Working with Tickets, Personalizing Your End-User Support Portal, and Customizing Your Help Desk. Receive New Tickets Via Email Your users can now submit support request and tickets via email. The SAManage solution comes pre-configured with a unique email address for your help desk. Any email sent to that address will appear as a new ticket [...]

The latest addition to the SAManage IT Management suite is a better and faster search engine. The new search feature includes the ability to group search results by different asset types, as well as the ability to display related information for each asset directly in the search results page.  We have also made it easier to navigate into different areas of each asset within the search results. Detailed Search Results The new search facility now [...]

In order for IT asset management to be effective, the identification and tracking of key components must be performed frequently and regularly. This post will highlight some IT asset management best practices with SAManage, based on the experience and knowledge learned from our customers.  These best practices IT asset management will help ensure the long term success of your IT Asset Management program, and help you boost return on your technology investment. Weekly Tasks Review new [...]

Here at SAManage, we are constantly striving to make it easier for you to manage your IT assets. This week’s upgrade provides new ways to better control your hardware inventory, and features that will enhance the way you manage risks within your technology infrastructure. We’ve added: Unauthorized Software alerts SAManage has always used a global dictionary to identify the presence of unauthorized software across your company’s network.  As inventory is checked, the system performs in-depth analysis, comparing the software being [...]

We have recently enhanced the hardware inventory views, and added more information about available memory slots and storage adapters available on the computer. Memory Slots Memory information can help you keep track of how much memory is available, versus how much is in use on each computer.  It can also help you determine if there are any available (free) storage slots that can be used to add more memory to that PC. To view the information, simply click [...]