IT Service Management

The SAManage IT Service Management offering allows you to implement an ITIL based IT Service Management strategy and better align your IT service with your business. With the easy-to-deploy SAManage on-demand IT Management platform, you can quickly implement a fully integrated ITIL based Service Desk and Asset Management solution.

The ITIL framework of best practices has been adopted by many organizations around the world. ITIL outlines a set of processes that assist in aligning IT with business needs, resulting in better utilization of IT resources.

SAManage IT Service Management is delivered as a SaaS, or software-as-a-service solution. This means that no software or servers are required. Implementation will therefore take significantly less time than traditional on-premise products. Using SAManage to implement your ITIL based IT Service Management strategy will give you a more rapid roll-out, allowing you to focus on your business, not the technology that runs it.

 

Challenge addressed by IT Service Management

1. Provide an easy way for end-users to submit support requests
2. Remove the complexity and time to implement ITIL
3. Streamline support workload among IT support team members
4. Reduce response time with auto-assignment and automated processes
5. Collaborate with end-users to request additional information
6. Correlate support requests with IT assets to accelerate issue resolution time

 

Key features of the SAManage IT Service Management:

1. Tickets via email and end-user portal - Users can submit support requests via your personalized support page, send an email to your dedicate support address, and log in to view ticket status.
2. Team Collaboration - IT help desk teams can view the entire group's tickets and share workload with other team members
3. Knowledge Capture - Comments and resolutions can be added to each ticket to streamline issue resolution and maintain information repository
4. Asset Service History - Tickets can be associated with assets for end-to-end tracking of asset service and repair history