IT Service Management Launch
Innovative SaaS-Based IT Asset and Service Management Capabilities Help Organizations Gain Greater Control and Reduce IT Costs
SEATTLE, WA — April 6, 2010 — SAManage, a leading provider of on-demand IT management software, today announced the addition of an ITIL-based IT Service Management solution to its suite of integrated SaaS-based IT Management products. Leveraging the software-as-a-service delivery model, SAManage customers can now take advantage of this integrated IT Service Desk at no additional cost.
Using the new capabilities, IT support teams can receive support requests through a personalized portal or via email, distribute workloads among team members, and associate incidents with assets and solutions. This new Service Management solution supports the ITIL library, the most widely adopted set of policies and techniques for IT service management, and includes capabilities for Service Desk, Incident Management, Problem Management, Change Management, Release Management, and Knowledge Management.
The new Service Management product is the most recent addition to the SAManage IT Management Suite. SAManage services help organizations simplify the administration of IT assets, gain better control over their architectures, reduce IT costs, eliminate risks, and improve service levels. Designed to be both powerful and intuitive, SAManage solutions combine robust functionality with ease of use and modern Web application usability. Additionally, as the only SaaS IT Management service built on a true multi-tenant infrastructure, SAManage offers performance, reliability, and extensibility that is far superior to other tools on the market today.
“Our goal was to build a fully-integrated IT Service Management solution that was rich in functionality, yet extremely user-friendly. Since enterprise IT Service Management products have always been notoriously complex, we wanted to introduce Gmail and Facebook-like usability,” said SAManage CEO, Doron Gordon. “The addition of an enterprise service desk offering to the SAManage IT Management Suite represents an important milestone for the company, as we deliver on our on-demand IT management vision.”
Key features of the new SAManage Service Desk include:
ITIL-based – including Incident, Problem, Change, and Release Management, with an integrated Knowledge Base and Service Desk.
Company portal – users can submit support requests via a personalized support page, and log in to the portal to view real-time incident status.
Collaboration – users can collaborate with IT help desk members through email, to provide additional information required to resolve the incident as promptly as possible.
Knowledge capture – comments and resolutions can be captured from each incident, creating a comprehensive information repository that streamlines issue handling.
Time tracking – IT help desk teams can capture time spent working on incidents, to measure and improve efficiency.
Automatic tagging – tags incidents and solutions automatically, to better organize information, and make it easier to manage data and find related items.
Email integration – automatic email notifications about incident creation, updates, and new comments enhance communication.
Asset service history – incidents and problems can be associated with assets, for end-to-end tracking of service and repair histories.
Customized support flow – ticket types and auto-assignment rules can be customized, to optimize support processes and share workload with other team members.
Flexible setup – personalize and configure your service desk to meet your current support processes and business needs.
Pricing and Availability
The SAManage IT Management Suite is available immediately via the SAManage website at www.samanage.com. The SAManage Service Desk is a subscription service priced at $500 per IT user/year, with volume-based discounts available.
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.