IT Service Management

The SAManage IT Service Management offering allows you to easily implement an ITIL based IT Service Management strategy and better align your IT service with your business. By using the easy to deploy SAManage on-demand IT Management platform, you can implement an ITIL based Service Desk at no time, and integrate it with your IT Asset Management efforts.

The ITIL framework of best practices has been adopted by many organizations around the world and is rapidly becoming the standard for IT Service Management. ITIL outlines a set of processes that results with aligning IT with the business needs and better utilizing your IT resources. Adopting ITIL across your organization requires a careful consideration of the approach to the implementation and a technology solution such as SAManage that will support these processes.

SAManage IT Service Management offering provides for a pure online (also known as SaaS, or software-as-a-service) architecture. This means that no software or servers are required, and results with a much faster time-to-implementation. By using SAManage to implement your ITIL based IT Service Management strategy, you can have a faster roll-out and 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