Find the Best Solution for Your Organization
We are serious about your success. From live support and community engagement to a dedicated success rep, you will never be totally on your own. Samanage team and community members will oversee and help you coordinate your implementation and on-boarding procedures.
Includes support from the Samanage Community, available online 24×7, 365 days a year.
Includes support via email from Samanage, available 24×7, 365 days a year.
Includes online chat support with a Samanage support professional, available 24×7, 365 days a year.
Includes phone support with a Samanage support professional, available 24×7, 365 days a year
Call in a pro! A Customer Success Manager (CSM) from Samanage is available to answer any question you and your company have about using the solution.
Speed your time-to-value with on-boarding services from Samanage, designed to help you and your team get up and running.
Connect Samanage with other applications and support your existing processes with our integration services.
We empower service desks big and small through agile, scalable, and automated service management solutions. Samanage gives users the ability to submit tickets in multiple ways, allowing you to monitor escalations, manage tasks, track and measure successes, and unite your end users under one solution.
Manage unplanned interruptions or reduction in the quality for your services.
Leverage a store of information or data to draw upon that is available to everyone in your company to help them answer questions quickly.
Provides agents with a single portal to aggregate and organize all their work.
Deploy surveys to your users to measure and manage customer satisfaction needs and goals.
Automatic triggering, routing and actions. Provide all information necessary for approval in context. Define multiple approval steps with dependencies. Route approvals to users, queues or roles. Update records based on progress of approval process.
Agents can see who is typing a new comment, who else is viewing the same case record, get instant notifications on incoming updates, and more.
Work as a team to solve complex or unique problems. Multiple users can update the same case records at the same time and use a chatter tool to share information quickly and efficiently. Get notifications on changes to a case record that happen while an agent is working on it.
Extends Service Desk capabilities beyond support for IT, enabling all departments [HR, legal, facilities, procurement, etc…] to deploy service catalogs and automation without having your IT teams support custom code or learn yet another user paradigm with its own set of security and access control privileges headaches.
Present users with a catalog of available services that they can select from, including those from IT or from any other function in your company (e.g. HR, Facilities, Legal),
Capture all requests for services – and all relevant details – in a single portal that can be deployed across your organization using automated workflows.
Prevent problems and resulting incidents from happening, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented.
Ensure that standardized methods and procedures are being used for efficient handling of all changes, helping to minimize the number and impact of any related incidents on services.
Manage, plan, schedule, and control all of your releases through different stages and environments.
Improve response and service quality by incorporating service level agreements (SLA) and managing work based on your organization’s business hours.
Streamline processes and gain efficiencies by automating manual and/or repetitive steps.
Measure and manage against your peers through our unique benchmarking capability, giving you insights at-a-glance to how other organizations are performing relative to key performance indicators (KPI).
Manage IT processes and procedures to achieve alignment with the business. Full ITSM support for IT: Incident, Change, Release, and Problem management.
Manage SLAs, service levels and support based account, department, service type and many other categories. Dynamically assign, pause/resume and adjust service levels depending on the progress of each ticket/case.
Create, share and use knowledge articles. Manage the full lifecycle of knowledge articles including approvals and audit trails. Use data categories to fine tune grouping and access to your knowledge database.
IT Asset Management (ITAM)
We make it easy to control your technology landscape. From the number of tickets to any relevant devices and documentation, through user-friendly and reliable IT asset management solutions that ensure software compliance and heighten security, while minimizing costs.
Organize and track hardware and software assets in a single repository that can be used across your organization.
Manage your mobile device inventory – including company issued and BYOD – in a single place, track how its used, and who is using it at any time. Includes Android & iOS.
Quickly understand where your assets are located to ensure compliance, completeness of tracking, and control cost measures.
Generate unique barcodes and QR codes for each asset so you can scan the asset code with your mobile device and see asset details on the spot.
Keep your records up to date by automatically pulling hardware warranty information from hardware manufacturers, including HP and Lenovo.
Keep track of your purchases and payments made against each contract, store terms, quantities and original purchase records.
Organize contracts and avoid lease expirations by keeping track of renewal dates, agreement terms, and proof-of-purchase records.
Continuously scan the data you have stored in Samanage to identify problematic patterns so you can take the appropriate action.
Automatically store and retrieve licenses, helping you maintain proof of license ownership and easily demonstrate license compliance in audits and reviews.
Configuration Management Database (CMDB)
We give you transparency into your assets and the relationships and interdependencies between them. Samanage gives you a data warehouse for IT installations that is critical in achieving IT governance, risk management, and service delivery objectives.
With Samanage, you can easily create relationships between your assets (CIs) in multiple places for a robust CMDB. Create relationships between CIs to CIs and between CIs and Incidents, Problems or Changes in your service desk.
The entire relationship between your users, assets and the business you provide is at your fingertips. CIs can be attached to every incident, problem, or change so you can get a complete view of the related configuration items.
Easily understand how incidents and changes to your infrastructure are going to impact your service organization.
Convenience is key to user adoption across your organization, which is why the details are most important to our solution. With access to Samanage at your fingertips through the mobile application to over 200 integrations, Samanage can be customized to meet your specific needs.
Real-time dashboards help you discover important patterns and trends that impact service quality and the performance of your technology environments
Provide robust and flexible reporting that keeps you on top of your IT environment. Easily produce reports of the data you need, at the frequency you want.
Enhance your service desk and asset management solution by integrating with over 200 cloud applications.
Samanage lets you export reports or views in the system to PDF, CSV or HTML files as well as import data from other systems.
Samanage Mobile is designed for your mobile browser and requires no application installation.
Cut workload and service delivery time by providing an integrated service portal to your customers that can be customized to your needs.
Define the sites’ location, description, time zone and business hours to gain greater control and support for your needs on a “per site” basis.
You can organize your Samanage experience by department, including location, description, time zone and business hours information.
Groups give you greater flexibility and control. Simply create a name, a description and then add users to it. This is especially useful for managing service needs by group.
Customize and create new states within the Incident Lifecycle to better map to your process.
Create forms and associate a form with a module, such as incidents. Each form can be defined with its own set of fields using drag & drop.
Samanage supports more than forty languages to help support you and your teams wherever they work.
Produce reports of the data and information you need, at the frequency you want.
Get a backup of your data sent to your email on a weekly basis.
Customize emails to your organization’s needs, showing your logos, messaging, and guidance to everyone involved in service management.
Create advanced reports and dashboards to track service levels, customer satisfaction, quality and overall satisfaction. Use the flexibility of the platform to automatically calculate and analyze service metrics that maximize visibility and facilitate timely service improvements.
Delivers out-of-the box service desk and ITIL functionality natively and without leaving the Salesforce platform.
Create separate environments for Production, testing and training. Test changes in a realistic environment. Reduce operational risks and increase stability.
As your organization scales, the needs of your team members will evolve. We provide you with multiple options for bringing users into your Samanage platform and give you the opportunity to customize their access and approval levels.
An agent is any individual in the company who: owns an incident, fulfills a service request, defines SLAs, documents problems, tracks and manages hardware assets, among many other related tasks.
A requester can submit incidents or request services from any part of the organization where Samanage is being used.
An administrator is responsible for managing all aspects of the Samanage solution, from initial setup through ongoing alignment to your organization’s needs.
We give you the options to ensure that your information is protected through necessary security measures that allow you to create a backlog of data and always have that information on hand when it's needed the most.
Samanage has been certified by the US-EU Privacy Shield Framework for being in compliance with EU data protection requirements when transferring personal data from the European Union to the United States in support of transatlantic commerce.
Samanage Single Sign On integration with Google relies on the ability to access Google’s Google+ API. Additionally, Samanage supports SAML based integration with leading providers such as OneLogin, Okta and Centrify.
In 2014, Samanage announced its ability to support the HIPAA and HITECH regulations, as well as the ability to sign HIPAA Business Associate Agreements (BAAs) with customers. Samanage is one of the few cloud-based application providers that signs HIPAA Business Associate Agreements (BAAs), demonstrating our ongoing investment in enterprise security, compliance and control for our customers.
Providing programmatic API access to Samanage data and features in order to connect to 3rd party apps.
Setup an easy-to-remember mapping on one or more of your domains to your Samanage Service Portal.
Maintain a detailed audit trail for objects managed in Samanage (incident, assets, etc.). The audit history provides detailed access to all of this historical data.
View your account’s login history and export in various formats for use in external applications. The list of entries can also be filtered and reported on.