IT Self-Service

At SAManage, we know that having end users make countless phone calls to your IT service desk to check the status of tickets or ask routine questions is not the most efficient way to work. Your IT technicians need to focus their attention on more critical problems, like servers that have crashed, or PCs with viruses.

That's why our users often ask us questions like "how can I reduce the number of calls made to my help desk?", or "how can I give my users the ability to address their own basic support problems?"

Your SAManage self-service portal provides just that - powerful new functionality that makes it easier than ever for users to "help themselves" when it comes to certain aspects of IT service management (ITSM)

Opening and Tracking Support Requests

Users don't need to call your IT service desk to report a problem. Instead, they can open a new ticket directly through the self-service portal, or, they can simply send an email to a dedicated support email address (i.e. support @acme.com) stating the nature of their problem. Tickets submitted through the self-service portal will automatically be captured in the SAManage service-desk.

And, when they want to know what the status of those open issues is, they can simply return to the self-service portal. They'll be able to see which technician is working on the issue, and the steps that have been taken towards a resolution.

Ordering New Services from IT

Your customers can also use the self-service portal to search and order new services from the IT service catalog. Its as simple as ordering a book on Amazon - simply select the service to request, enter any options and request the service. All service requests arrive at the service desk and processed by the support team, and any service currently available in the service catalog is available for the user based on their permissions.

Solving Problems On Their Own

There are certain simple queries and problems that don't necessarily require the direct assistance of an IT technician. For example, a user may want to download a Flash plug-in, or request that a certain software application be purchased. In these cases, you can use the knowledge base to publish FAQs, trouble shooting tips, and other instructions, allowing end users to address certain needs on their own. An added bonus? The knowledge base is accessible around-the-clock, so your end users have the answers they need, even when your technicians are not there.