Announcing Real-Time Benchmarking
Samanage Benchmarking is the industry’s only automated, real-time service management benchmarking solution
Cary, N.C. — March 25, 2015 — Samanage, leading provider of cloud-based enterprise service desk software, and MetricNet, leading provider of benchmarks for IT service and support professionals, announced today the launch of Samanage Benchmarking, the only real-time service benchmarking solution for the service and support industry.
Samanage CEO, Doron Gordon, together with MetricNet’s Co-Founder and Managing Partner, Jeff Rumburg, made the announcement at the HDI 2015 Expo and Conference this week in Las Vegas.
“Service professionals are challenged to do more with less, and continuously find ways to improve their service organization,” said Gordon. “Samanage Benchmarking empowers service managers to measure the performance of their service organization, compare it against industry peers and continuously identify performance improvements and cost savings opportunities, in real-time and at a fraction of what it has cost in the past.”
Using Samanage’s true-cloud service management platform, Samanage Benchmarking analyzes the performance of thousands of service desk organizations to create peer group specific key performance indicators (KPIs). Customers are then compared against peer organizations based on performance data from the Samanage customer community, combined with thousands of service desk benchmarks completed by MetricNet. Samanage Benchmarking automates data collection, performance reporting, diagnosis and action planning, and provides a Samanage Score which is the culmination of where the service organization is rated in the industry.
“By leveraging Samanage’s true-cloud SaaS based delivery model with the benchmarking expertise and data from MetricNet, Samanage Benchmarking makes quality, real-time benchmark reports more economical than ever before,” said Rumburg. “Samanage Benchmarking can be used for forecasting and planning changes within the service organization, allowing them to better understand the impact planned changes have on cost and quality of the service level they provide. It is a first of its kind solution and will allow us to make Service Desk Benchmarking available for every service organization in the world” said Rumburg.
Samanage Benchmarking fully integrates with the Samanage Service Desk solution and is readily available and free to existing Samanage customers. Non-Samanage customers can still use Samanage Benchmarking with their current service desk solution and benefit from a continuous way to track and measure their service organization. To learn more about Samanage Service Desk platform and Samanage Benchmarking visit www.samanage.com.
MetricNet is the global leader in IT service and support benchmarking. More than half of the Fortune 500 rely on MetricNet benchmarks to improve and optimize their performance. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Visit www.metricnet.com.
Samanage, the service success company, is the most reviewed and highest rated IT service desk solution. We are redefining employee service experiences by empowering organizations to maximize the potential from their most important asset – their people. Samanage’s cloud-based employee service management platform is smart, easy to use, and inspires companies ranging from startups to global market leaders to simplify complex tasks and automate services across their entire organization. With more than 2,000 customers around the world in a variety of vertical markets, our software can be tailored to meet specific service needs.