- Features Tour
- Asset Management
- Contracts & Licenses
- License Compliance
- Risk Detection
- Service Desk
- Problems & Changes
- Knowledge Base
- Service Catalog
- Self-Service Portal
- Integrations
- Mobile
- Remote Support
IT Service Desk that makes you look good
Resolve service requests faster
Deliver excellent IT service to your users with the SAManage IT Service Desk. Receive new service requests via e-mail or the Self-Service Portal, empower your users to resolve their issues and offer an integrated Service Catalog to make it easier to order and deliver IT services.
Empower Self-Service with your Portal
The best incidents resolve themselves. Unleash the power of the SAManage Self-Service Portal and let your users search for a solution, check the status of their service requests, or submit new requests. Users can also use the portal to order new IT services.
Complete email integration
Get new service requests via email, just the way your users are used to working. Any email sent to your Service Desk email-dropbox becomes a new incident in your Service Desk. Customize your Service Desk to send email notifications based on actions taken by agents or users.
Collaborate with your end-users
Easily collaborate with your end-users through the incident commenting system. Any comment added is sent via email to the requesting user, and her reply becomes a new comment. Use it to request additional information required to resolve the incident.
Service Catalog streamlines IT service
Publish a catalog of available IT services and let your users request new services from IT via the Self-Service Portal. From new employee on-boarding to ordering a new laptop, each service request comes with its own workflow that gets executed to deliver the service - quickly and efficiently.
ITIL-based Incident, Problem, Change and Release Management
SAManage Service Desk lets you manage incidents, problems, changes and releases based on the ITIL framework. Implement ITIL to take your IT service management practices to a new level and better control your infrastructure.
Retain knowledge with the integrated Knowledge Base
Retain and reuse knowledge gained in your service organization. Easily save resolved incidents as new articles in the Knowledge Base, allowing agents to reuse articles in comments, and end-users to search for solutions via the Self-Service Portal.
Easily customize to meet your process
Customize your Service Desk to meet your internal support process. Define support queues and assignment roles, auto-route incidents to agents, adjust notification settings and much more.
Remote support at your service
SAManage Remote Support enhances support staff productivity and workflow efficiency by empowering them to resolve incidents faster. Built directly into the Service Desk, SAManage Remote Support is always a click away.
Integrates with the tools you use
SAManage plays nicely with many SaaS and on-premise products, including Google Apps, Salesforce.com, OneLogin and many on-premise inventory tools. We provide a powerful API to integrate SAManage with technologies you use today or will consider in the future.
Integrated IT asset management
With the SAManage integrated IT asset management solution, you can attach assets in your asset inventory to incidents and problems. This provides a closed-loop asset service and repair history that will reduce the time it takes to resolve a new incident by allowing agents to easily see the previous issues.
Auto-Tagging keeps you organized
Tagging works in the background to organize your service desk items for you, by extracting relevant keywords from incidents, solutions, problems and changes. Tags become fully searchable and you can use them to find related solution or incidents easily.
Track time spent and add tasks
Easily track the time service desk agents spend working on an incident and measure SLA and response time and look for opportunities to improve utilization. Use the tasks to assign activities to agents and organize your work.
