IT Service Catalog
Robust Solution Will Empower Clients to Streamline IT Service Request and Delivery, and Improve End User Satisfaction
Fountain Valley, CA — November 9, 2010 —
SAManage, a leading provider of on-demand IT management software, today introduced a new, advanced IT service catalog solution. Fully integrated with its IT service management (ITSM) offering, the IT service catalog will improve the efficiency and effectiveness of IT service desk teams, allowing companies to deliver superior support to their end users.
“As with other SAManage solutions, the new IT service catalog is intuitive and easy-to-use, and packed with innovative features and functionality. Requesting a new service from IT is as simple as shopping on Amazon.com” said Doron Gordon, CEO of SAManage.
An IT service catalog provides a detailed description of all the technology services that are available to end users. This includes what the service is, what its objectives are, how it will be performed, how long it will take to complete, and what it will cost (if applicable). With an IT service catalog in place, IT organizations can optimize service delivery, reduce support-related costs, improve communication with end users, and boost the efficiency of IT service desk staff.
In its May, 2009 report titled “A Checklist for Cost Optimization”, analyst firm Gartner claims that, “To reduce costs in the business, IT organizations should develop an effective IT service catalog to connect IT capabilities with business outcomes.”
“As more and more companies strive to better align their IT operations with the strategic needs of their business, the importance of creating and maintaining an IT service catalog continues to grow.” said Gordon. “In fact, experts agree that IT service catalogs have become a critical component of any ITSM strategy, because of their ability to improve the productivity of IT service desks, and enhance communication between support staff and end users.”
Key capabilities include:
A user-friendly service editor that allows for the rapid creation of a comprehensive catalog of all available IT services (for example, purchase of a new phone, password reset, on-boarding for a new employee, etc.), complete with detailed definitions and descriptions, as well as instant “publishing” to end users.
A powerful work-flow engine that allows IT users to define the service fulfillment process for each type of service request. For example, obtain approval, assign tasks to team members, send notifications, and deliver the service. This ensures consistency and optimum efficiency in IT service delivery.
A self-service portal that enables end users to easily and conveniently browse the service catalog and order services from the IT organization, as well as check on the status of their requests.
Seamless integration with the SAManage ITSM service. New service requests will automatically appear in the IT service desk system, so they can be closely tracked and managed from a single, centralized location.
“In recent months, an IT service catalog has been the top requested new feature by our ITSM customers,” Gordon adds. “We’re pleased to provide them with a solution that is not only powerful and feature-rich, but easy to use and fast to implement. Our customers can now realize even further value from their ITSM strategies.”
The new IT service catalog is part of SAManage’s suite of SaaS-based IT asset management (ITAM) and IT service management (ITSM) software. SAManage solutions provide enterprise customers with an innovative, easy-to-use SaaS service that significantly reduces total cost of ownership. With SAManage, enterprises can leverage powerful, yet cost-effective tools to help better manage their IT systems, and enhance related support operations.
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.