Samanage Adds Help Desk Software to On-Demand IT Management Suite
Integrated SaaS-based IT Asset Management and IT Service Management Helps Organizations Gain Control, Reduce Cost and Enhance Service
SEATTLE, WA — May 21, 2009 --
SAManage, a leading provider of on-demand IT management software, today announced the addition of a Help Desk module to its integrated SaaS-based IT Management suite. Leveraging the software-as-a-service delivery model, SAManage customers can now take advantage of an integrated IT Help Desk at no additional costs.
Using the new module, IT help desk teams can receive support requests through a personalized portal, distribute the work load among team members and associate tickets with assets. By providing quick access to asset’s current hardware configuration and service history from a single IT management solution, organizations that use the SAManage solution can reduce the time it takes to resolve support requests and provide a better service to their users.
The new Help Desk module is the most recent addition to the SAManage IT Management Suite. SAManage provides secure, on-demand IT management services that help organizations simplify the management of IT assets, gain better control, reduce IT costs, eliminate risks and improve service levels. As IT departments at companies of all sizes are challenged to keep up with the growing risks brought about by a rapidly-expanding and increasingly diversified IT asset base, SAManage automates and simplifies the daily tasks associated with establishing IT governance, control and compliance. By delivering IT Management as an affordable on-line service, SAManage empowers companies of all sizes with capabilities that were previously available only to large companies.
“Help Desk is a critical IT function that is tightly integrated with Asset Management and has a huge impact on user satisfaction as well as on IT costs,” said SAManage CEO, Doron Gordon. “The addition of the help desk module to the SAManage IT Management Suite was driven by customer requests and represents an important milestone for the company as we deliver on our SaaS-based IT management vision.”
Key features of the new SAManage Help Desk module include:
Company Portal – Users can submit tickets via a personalized support page and log in to the portal to view real-time ticket status
Team Collaboration – IT help desk teams can view the entire group’s tickets and share workload with other team members
Knowledge Capture – Comments and resolutions can be added to each ticket to streamline issue resolution and maintain information repository
E-mail Integration – Email notifications on ticket creation, updates and new comments makes collaboration easier
Asset Service History – Tickets can be associated with assets for end-to-end tracking of asset service and repair history
Customized Support Flow – Ticket types and auto-assignment rules can be customized to optimize the support process
Pricing and Availability
SAManage IT Management suite is available immediately via the SAManage website at www.samanage.com SAManage Help Desk is included in the subscription service priced at $20 per computer/year with volume-based discounts available.
Samanage is enterprise service desk software that manages service relationships in the company and helps get work done. Samanage delivers an exceptional user experience with beautiful software that people love to use. Instantly deployed and continuously updated in the cloud, Samanage service and asset management software lets you quickly drive business value by connecting your people with the key business services they use every day. Visit www.samanage.com.