6 Service Desk Problems That AI Can Solve
As service-focused strategy continues to evolve, it’s important for organizations to recognize the opportunities that artificial intelligence provides. The service desk is a great place to start.
“Every time someone interacts with Samanage for the first time, they are surprised at how easy it is.”
Rogers Behavioral Health
“Some service desk solutions don’t work well for other departments, but Samanage makes it really easy. We’re going to see all kinds of efficiencies come out of this.”
GE Johnson Construction Company
“I love the fact that once our tech finds the solution, they can send it with one click of a button.”
Webcam Panel: Modernizing the Employee Experience Through IT Service Management
The Samanage experts discuss modern technology and how it's connecting employees to services all over the organization.
Great Oaks Career Campuses
“It was half the cost of the ServiceNow framework and extremely more robust, which helps us save on building and maintaining new features.”
The Power of the Portal
Whether it's self-service options, streamlined data collection for quick service delivery, or full visibility into the status of their tickets, the service portal will connect employees to all of their internal service needs within your organization.
United Nations International School of Hanoi
With Samanage and our ability to have strong oversight, we have maintained over a 99% satisfaction survey result.”
Demo: Samanage Artificial Intelligence
Explore how Samanage has built artificial intelligence into the IT service desk, giving you the opportunity to reach resolutions faster, while giving your organization a better way to measure the effectiveness of your service desk.
Demo: Samanage IT Asset Management
Samanage IT Asset Management is a one-stop web-based system for keeping track of your organization’s hardware and software inventory, including computers, servers, laptops, mobile devices, network attached devices and pretty much any other technology asset.
Demo: Samanage Service Platform
The Samanage Service Platform is a cloud-based modern service desk software that you and your employees will love to use. The service desk enables you and your teams to better communicate, streamline support requests, and deliver a superior service to your organization.
Metropolitan Water Reclamation District
“The Samanage employee service portal has been a great addition for us, for both users and help desk staff.”
Samanage on Samanage
Imagine if you could eliminate the silos and increase collaboration across the organization from one service provider to then next. Samanage as a company has utilized it’s own Samanage Service Platform to create effortless support and services, while centralizing the service management experience on one platform.
Wyndham Hotel Group & Samanage
Wyndham Hotel group is redefining the employee service experience by moving to a single platform model for all service requests. Starting with IT, Wyndham Hotel Group is utilizing the Samanage Service Platform to be employee-focused, because happy employees make happy customers.
Toolkit: 5 Essential ITSM Best Practices and How to Implement Them
In this webinar, you'll learn about five ITSM best practices: ITIL, knowledge base, self-service, automations, and service catalog. You'll also see actual examples of how they improve the experience for both employees and service providers.
“Basically, it revolves around creating an incredible, easy work experience for our employee base.”
Changing the Game of Service Management from IT to Employee Services
IT is the undisputed leader in service management. In this webinar, Bob Gardner of Accreditation Commission for Health Care shares how he and his team expanded their service management strategy into HR, facilities, marketing, and more.
"We realized we can set it up where one employee works within the same system for all of their needs."
The Era of Employee Services
There is a shift as other departments (outside of IT) are recognizing that employee services are critical to the organization's success.
Changing the Mindset of Your Employees with Service Portal Adoption
Time is valuable to individual employees. Their days are full of responsibilities, and nobody carves out time in their calendars to wait for IT support. So, why aren’t more organizations shifting their support strategy to utilize the service portal?
FirstHealth of the Carolinas
“If we didn’t have a service portal, we would have had to increase our staff, otherwise people would be on hold for too long.”
Why is the service portal is the most important aspect to the modern service desk?
What's the benefit of the service portal over email and helplines? Find out what 300 Samanage customers said.
Budget Priorities for Evolving ITSM Technology
Maximize cloud-based services to provide tangible value to the entire organization.
University of Sunderland
“I think it wasn't so much as just buying the product, we were buying the product and becoming a partner of Samanage."
Six Indispensable Features of the Modern Service Desk
Modern solutions are helping technicians and users cut out parts of the process that slow them down. Everyone has better ways to spend their time than completing these cumbersome tasks, and new technology is giving back that time. So, how do you leverage new technology to achieve a new level of modern efficiency?
Artificial Intelligence: Trendy Keyword or Game Changer to Your Business?
There isn’t a day that goes by where you don’t read something about AI or find a new way that it is popping up in your everyday life. But, how is artificial intelligence changing the way you do business? Or is it changing anything at all?
Automating Business Processes with the Service Catalog
As our reliance on technology has grown, so has the need to communicate requests throughout different areas of the organization. Every department is interacting, and sometimes, that communication can become cumbersome. This is where a service catalog can help. Those regular processes that occur in an organization can all be streamlined, and in many cases, automated, as items on a service catalog.
“Samanage is acting as a multiple solution platform for us. We’ve gone from six different platforms to one. It brings our departments much closer together. If someone is out of the office and a task needs to get done, we now have some visibility into how to proceed.”
“Now that we’ve had it out in the environment, we’re getting a lot of really positive feedback on people’s visibility of the ticket, how clean it is, and how easy it is to use."
Samanage, Salesforce, and the Town of Cary
Over the past four years, Samanage has helped the Town of Cary automate their service requests and ticketing processes. As the town continues to grow, the technology teams are leading a digital transformation that begins with moving many of their applications to a single platform, Salesforce, and implementing Samanage for Salesforce.
The Future is Bots: Automation & AI in the Workplace
AI is coming and is on everyone's mind but do we really understand the impact? We partnered with HDI to do a survey exploring how AI will affect IT organizations now and in the future.
When School Is Out, IT Is In
Fast moving technology innovations increase the need for campus IT to mold itself into an organization that not only develops students capable of utilizing and benefiting from new technologies, but provides toolsets that enable productivity and cross-departmental collaboration of faculty and staff. From resource allocations and automation to integrating and centralizing IT, there are many challenges for campus IT to tackle.
“We don't want data to be everywhere. If we can contain it all within Samanage and track it all within Samanage, that's exactly what we want to do.”
The Past, Present, and Future of Automation with ITSM
The high tech, predictive service desk of today looks a lot different from the email-based help desk from yesteryear. What’s next for automation as it integrates with IT service management?
By the Book - IT Service Management for Schools and Universities
Fast moving tech innovations increase the need for campus IT to shape itself into an organization that enables productivity and cross-departmental collaboration of faculty and staff, while also developing students who can utilize, and benefit from new technologies.
2017 State of Productivity in the Workplace
IT is increasing efficiency with modern tools. Samanage surveyed IT professionals from different industries and company sizes to learn how they’re using new applications to increase productivity.
Understanding Incident Management from an ITIL Perspective
Effective incident management follows ITIL processes to prevent the disruption of business operations, security, and employee functions, while also investigating why incidents happen despite precautions and controls. Improving performance of the incident management process to support customer experiences is key to IT service support continuity and overall business success.
How to Define Your IT Metrics to Ensure Business Value
There’s data coming from all over. With input from so many sources, defining metrics for IT and business value requires a little planning and finesse. Then, once metrics are outlined, what's the best way to monitor them and decide which numbers should be reported to the greater organization?
Samanage Service Desk's IT Asset Management in 2 Minutes
Never lose track of a computer again. Samanage’s ITAM tool tracks all hardware and software details, plus vendor data, purchase orders, warranties, lease terms, maintenance agreements and more — in a single location. Learn how to link assets to users, ensure compliance, and extend the life of your assets.
Samanage Service Desk for Salesforce in 2 Minutes
Learn about the only IT Service Management solution running natively on Salesforce®, built on Service Cloud®.
See how Samanage for Salesforce can transform service management for the whole enterprise, with wall-to-wall service success!
CSFs and KPIs Across the Service Lifecycle: Measuring Service Design
The Service Design stage of the ITIL service lifecycle is where the beginning application of service strategy is applied for organizational value.
Samanage Service Desk: Saving You Time, Money, and Resources
Balancing people, processes, and technology is just step one. Arming yourself with a solution that gives you the ability to be more efficient is the next.
CSFs and KPIs across the Service Lifecycle: Measuring Service Strategy
Without focus on this area, many organizations end up doing too much, too little or just not the right things for business value. Key to doing the right things is being metric rich in decisions for organizational strategy.
Broaden Organizational Horizons with Agile Change Management
Making changes to an organization without the proper processes may not always yield the intended results, resulting in a loss of resources.
The Seasons of ITSM
Winter, spring, summer, and fall – strategy, design, transition, operation, and continual service improvement (CSI).
Why Email is NOT a Service Desk
Discover how the Samanage Service Desk can replace your giant service inbox and increase your customer's satisfaction with your IT team.
150 Ways to Automate Service Management Throughout Your Organization
In this new era of cloud-based software solutions, you can now fully leverage your expertise to reinvent your role. You can reach out to every corner of your organization and drive process improvements for service requests and delivery. Help your peers automate the way they work, and be the champion of improving services throughout your organization.
Enterprise Service Management and the Service Catalog
The ultimate goal of your service catalog is to connect process areas and eliminate process silos. But how do you position the service catalog within your ITSM projects and manage the experience?
Moving from Change Approval to Change Management
Many organizations are operating under a change approval process instead of the true change management practices that they strive for. Change approval is really just an activity within the change management process.
The Starting Line of Service Management
As departments across organizations begin to shift their methods to a service-focus, it is pivotal to understand the basics of service management that have helped the IT department.
Enterprise Service Management: Uniting Customer and Service Models
Enterprise service management (ESM) is built on ITIL and IT service management concepts. The evolution of these concepts are the building blocks to ESM and moving your business services in an agile direction, while improving the customer experience.
“The ROI moving IT from on-premise to a cloud-based solution was a 25% reduction in overhead time related to help desk. A year in a half on Samanage, it has paid for itself.”
“With Samanage, we are thrilled to have a solution that gives us the opportunity to scale and develop into other traditional ITIL directions, like change and problem management.”
Samanage & Salesforce® Enterprise Service Management
Samanage: The Service Desk for Your Entire Organization
Treat your employees like your best customers.
Samanage Service Desk in 2 Minutes
Do the service management tools you’re using seem like they’re made to hold you back?
See how Samanage can transform your IT service desk!
Smart Questions for Your SaaS Vendor
To find the perfect SaaS enterprise service management vendor, it’s vital to ask the right questions during the selection process, and know the answers to look for on topics like security, performance and availability, and usability.
IT For Education: Priorities, Challenges, and Automation Secrets
IT teams in the education industry are charged with delivering cutting-edge customer service to students, faculty, and staff
ITSM Projects: 10 Mistakes You’re Probably Making
From ITIL to training to technology, what is hindering your IT service management projects from moving forward successfully?
Email Overload: Why Leaving Work Isn't So Easy Anymore
1,500 Survey Respondents Detail the Effects of Email on their Work Productivity and Personal Lives
“With Samanage, reporting was there, which finance liked, and it was easily accessible and incredibly intuitive for our IT team. It also made it significantly easier to know who was running what reports.”
Transforming Business Collaboration Through Enterprise Service Management
It’s no longer just IT. The mindset of departments as service providers is on the rise.
"We don’t just support tickets anymore -- we’re also taking on minor project work which is increasing revenue, all because Samanage has reduced the effort needed to get the work done and delivered in an organized fashion.”
Transforming ITIL to Fit the Modern IT Organization
ITIL has evolved into a common framework for the management of all IT activities.
The Roadmap to Service Management Discovery and Selection
You 100% know that you’re ready to bring an ITSM solution to your organization. Now comes hard the part...
Airport Parking and Hotels
“We have improved third party business relationships, and also cut costs with Samanage at the helm of our business.”
Samanage Hurdles Over the Competition
Our number one goal has been and always will be to stand atop your service management vendor selection podium.
“With Samanage, we can quickly generate a report for each department manager providing them the detailed information needed to analyze their assets. In past years, this kind of information would have been compiled manually from Microsoft Excel spreadsheets, on the fly, which had always required a lot of staff effort and time.”
Ringling College of Art and Design
“We were really looking for something that would be a service, rather than just a product and that was evident with Samanage from day one.”
“With Samanage, it feels like our help desk is finally under control. It’s not just a haphazard -- who’s answering the phone and who’s responding to this email. My team can work on projects, like systems and infrastructure-type improvements instead of worrying about who’s responding to a particular help desk ticket.”
The Ultimate Guide to Becoming an IT Transformational Hero
There is a shift occurring in IT. Have you felt it?
Is Work Email Disrupting the Personal Lives of U.S. Employees?
After surveying 1,500 U.S. adults, it’s clear that Americans have a hard time putting down their mobile devices and stepping away from email.
Replace Email, Empower Employees
Technology simply moves too fast for slow solutions; it’s time for an email revolution. In this insightful webinar, we’ll go over just how much time, energy, and resources you’re wasting by relying solely on email as the main form of communication in the workplace.
Bluedrop Performance Learning
“With Samanage, I have better visibility into what my team is doing, and ultimately how I am doing as a manager. All of that is done seamlessly and automatically, enabling me to focus on greater issues."
Visibility: Keeping Leadership Happy with IT Service and Support
For those who are able to provide better visibility to their leadership, they are seeing a completely new world for IT service and support.
The 7 Key Metrics That Bring Visibility to the IT Service Desk
Communicating your challenges, successes, and performance shouldn't be difficult. With these seven key metrics, you will be able to showcase the value of IT service and support more easily to leadership.
“With the way we see tickets now, we immediately gain more information than we’ve ever had before. Samanage is more intuitive, so our ability to respond to the end user has gotten quicker.”
2016 State of Productivity in the Workforce
Workplace complaints on technology might be more than just exaggerated opinions, a Samanage survey found that tech in the workplace just isn't meeting the needs of today's workforce.
The Changing Landscape of IT Asset Management
IT asset management is critical to every business structure as organizations move to the cloud and BYOD models.
The Secret Life of IT Assets
Understand the who, what, where, when and why of IT asset management and see firsthand how an IT asset management solution can deliver the greatest impact to what executives care about most: Bottom line results.
The Secret Life of IT Assets
IT asset management is no longer a process specifically for large global organizations who are trying to avoid a lengthy audit process. It’s critical to every business structure.
How to Bring Visibility & Confidence to Your Service Desk
IT service and support teams everywhere have one thing in common: they just want to see their stuff. They know there's nothing worse than confusion and surprise when it comes to their service desk.
Selecting a Cloud-Based ITSM Solution: 5 Unexpected Considerations
As you evaluate service desk providers in the marketplace, you likely have a handle on features and functionality offered in competitive solutions. But, are you aware of other factors that are equally important to being successful with a cloud-based service desk solution?
Making the Business Case for IT Asset Management
IT asset management is an important business discipline that provides insight into a company's information infrastructure and enhances the ability to control the performance of IT assets.
Quantifying the Value of Software Asset Management
Discover the benefits of software asset management (SAM) and the areas where a SAM solution can deliver tangible, quantifiable cost savings to your organization.
SaaS vs. Legacy ITAM Tools: How the Hosted Approach Delivers Greater Value
This white paper highlights the benefits that can be achieved by choosing an on-demand, SaaS-based IT asset management system, building a strong business case that clearly demonstrates that on-demand IT service management solutions are far more cost-effective than their on-premise counterparts.
On-Demand IT Asset Management: What It Is, Why You Need it, & How You Can Benefit
As businesses operate on a broader, more global scale, IT assets are often purchased, implemented, and maintained by different departments in remote locations.
“We have the visibility to get a real understanding of workload, the types of issues coming in, and how often they come through.”
Burgmann Anglican School
“As soon as the Samanage agent was deployed on our machines, there was information in Samanage that our old solution was never able to pull. Samanage took away the need for manual search and simplified our old, time-intensive processes.”
“Samanage assists from a management perspective in demonstrating the value of the IT organization. When I’m making a business case, I can now show our workload and the types of requests coming in. It’s much easier to show the changes our user base needs.”
Gourmet Trading Company
“The opportunity to track and have visibility into what are our biggest problems will give us the support we need to modify and improve processes in the future.”
Loudoun Medical Group
"It’s nice to leverage Samanage to do what I really want it to, which is make the end user experience the best it can be and ease some of the internal processes.”
J.F. Brennan Company
“In the first four months since deploying Samanage Service Desk, we had more than 700 incidents entered and resolved. That really confirmed to us that what we were doing in the past was not adequate as a department.”
“It’s nice to have something modern and new, that’s also so practical for our needs. It’s more than a beautiful product.”
"With Samanage, all we have to do is forward an email and it decreases time significantly in creating and responding to tickets."
Success Factors in IT Service & Support: How Real Time Benchmarking Drives Real Time Improvements
Jeff Rumburg of MetricNet will highlight case studies and scenarios of service desks who have used real-time benchmarking to identify gaps and improve service performance.
Innovating IT: The Inteva Products Story
In this webinar, Haresh Solanki and Craig Stockman of Inteva Products will share their journey to a user-friendly and cost-effective service desk for all.
The Enterprise Service Desk is Here
Samanage can help you make an impact on your entire organization's service relationships. In addition to powering IT service desks, Samanage's cloud-based service management software is also used in other departments.
Samanage Benchmarking will provide recommendations for service desk improvement based upon benchmarking results. Samanage Benchmarking will include an intelligent “recommendation engine” that will offer specific actions that will yield improvements in key performance areas.
Amherst College: A Journey to Higher Level IT Service Management
Colleges and universities face the same challenges other industries face when it comes to managing IT services, they need to provide excellent customer service with the best technology while working with shrinking budgets and resources.
Samanage Benchmarking: Better Service Performance Starts Here
MetricNet and Samanage take a first look at Samanage Benchmarking -- the product that will forever change how the IT service and support industry measures performance.
Let’s Take IT Outside:
Extending Your IT Service Catalog
Every department in an organization is now a service provider that can utilize a front-facing system to manage the services they provide. The Samanage Service Catalog can benefit not only your IT department, but teams throughout your organization.
Meet Your Next (and Last) IT Service Management Solution
In this webinar, we demonstrate how the Samanage engine can change the way your IT department operates and strengthen your communication with end users.
Becoming Master of Your (ITSM) Domain
In this webinar, Eric Feldman, CIO at The Riverside Company, shares behind-the-scenes details of how they regained control of their ITSM domain using Samanage.
How to Effortlessly Manage Your IT Assets
Gain instant and accurate visibility into all of your IT assets, no matter where they are and track all software installed and used across your network using Samanage.
Meet Your Next (and Last) IT Service Desk
Learn how Samanage’s unified service desk & asset management solution will allow you to easily integrate and train IT staff, as well as end users.
From Zero to Hero:
The Path to IT Service Excellence
Does your IT department have a perception problem within your organization? As IT professionals, it's easy to feel undervalued and under-appreciated by your peers throughout the organization. This may seem like an insurmountable issue, but with the right tools, you can quickly change minds while becoming more efficient.
10 Secrets for Taming IT Service Management
It’s not hard to fathom the excellence you could achieve through IT service management. Getting your arms around it all is the hard part.
Sheridan School District Case Study:
Cloud Service Desk & ITAM Go Live in 14 Days
Hear how Caleb Wagnon and Michael Arnold from the Sheridan School District of Arkansas were able to get their IT service desk and asset management solution fully implemented in just a matter of days.
“The amount of time a ticket was open previously was 19 days, and now with Samanage it’s 1.5 days.”
“The communication with our end users has been amazing. The feedback we’ve been getting is that the communication is so much better than in the past.
“The decision to go with Samanage was clear when I had the opportunity to present the application to other stakeholders inside and outside of IT. They loved it.”
“We now know if an asset has gone off the grid. Internally nothing has been lost since we started using Samanage.”
“With single sign-on, an updated feedback module, and an informative dashboard, Samanage has made administration easy and customization less complicated.”
"Samanage is instrumental in creating greater awareness of user and management sides of the allocation of IT resources… and has led to better user expectation management."
"Our company has many remote site employees who may not always be VPN’ed into our internal network. Samanage still keeps track of these assets regardless."
"We respond so much quicker to requests because the system is easy to use, provides reminders and feedback, and each ticket is accounted for."
“Before Samanage it was like I was floating in the ocean and Samanage was my life raft.”
FirstCare Health Plans
"The Samanage user interface is so simple, straightforward, and very easy for people to pick up.”
“The information that the Samanage agent retrieves was kind of mind blowing.”
The Summit Church
“I have been told from staff that they hear back from us quicker, since their request is in a queue that’s being monitored versus just sitting in an email inbox."
United Auto Recovery
“At the heart of our success with Samanage is the fact that the solution is based on ITIL. We can serve our business in the most effective and cost-efficient way, because their needs are always tightly aligned with our activities.”
Raleigh Police Department
"We were very pleasantly surprised that we were fully functional in such a short time with Samanage.”
“Samanage has enabled us to be more proactive as opposed to reactive as an IT team.”
“When we started with Samanage it was easy. We just uploaded an excel sheet and most of it was setup right there. Once we installed the agents on the PCs, the product was up and running.”
Sheridan School District
"Behind the scenes we have easy visualization of assets, customers and problems in one unified place [in Samanage]."
"We were able to get a great return on our investment and we were able to successfully improve the perception of the Solutions Center, which was our ultimate goal."
The Riverside Company
“Just by pushing out that agent, I have real tangible access to data that is meaningful not just to me but to others in my office that have to track assets, such as my CEO and accounting team.”
College of the Holy Cross
“Having a user interface that looks current, that functions well on a mobile device, that helps end users answer their own questions by searching on a knowledge base. All of these things make our IT service organization look more professional.”
Tyonek Native Corporation
“Overall the implementation probably only took us about an hour.”
“From a user’s perspective, Samanage is so easy to use, we’ve seen a dramatic increase in the number of incident requests we’re receiving.”
“There is a feeling within the business that the service provided by the departments running Samanage has improved and become more transparent.”
"With summary reports reflecting areas that actually matter and the benefit of having the audit results stored securely off-site, Samanage delivers real and tangible value."
The Mosaic Company
“It used to take three or four days to collect the information for software inventories. Now I have all the information I need at my fingertips with Samanage. That’s a huge time saver.”
Contra Costa ARC
“We appreciate the responsiveness of the Samanage team. They pay attention to our needs and listen closely to our feedback. You don’t see that very often with technology vendors.”
"As a pioneer in cloud-based services, we were pleased to find a SaaS IT asset management and service desk solution that met all of our needs."
“In most cases the Samanage documentation was so good we did not require human support."
"Samanage has allowed us to concentrate time and resources on delivering services and bringing businesses into the state without having to spend excessively for a great IT solution."
City of Pittsburg
"We have been able to assess our inventory in minutes and build a plan for the future of our equipment, all while still continuing to keep an eye on the state of each machine."
Santa Clara Law School
"Samanage enables our group to quickly view and update asset information in an intuitive and efficient manner."
Children's Hunger Fund
"We have better visibility into problems, we can easily see how many incidents are associated with those problems, and we can track and approve changes to fix them.”
"Samanage empowered us to know at any minute where items and assets were with the click of a button."
Mi Doctor Family Medicine
"We quickly became productive with the system. The SAManage clean design and well structured portal made it really easy to use."
"Easily monitoring customer assets, including changes to hardware or updates to software or computer names, became super easy.”
“Samanage has greatly helped with organizing issues, time management, expectation management and visibility in the organization.”
Todd Street Productions
"We can easily identify computer hardware stats without needing to physically go to every machine and check."
"Samanage has all the features we needed and not a lot of the features we never use. So there's no clutter in the application.”
“We very often need to know an exact installation on specific machines and can do so fluidly with Samanage.”
Off Madison Ave
"The service we provide to our customers is dependent on the availability and performance of our IT assets. Samanage ensures that we have up-to-date information at all times and that we react to any potential problems quickly and efficiently."
Colegio Jorge Washington
"Samanage made a big difference to the productivity of our IT team. I highly recommend them."
Center for Creative Leadership
"Samanage has given us an accurate inventory from around the globe with easy updates from any of our global locations.”
Unitra METS Group
"Finding an easy-to-use, quick to deploy IT service management solution that supported ISO 9001:2008 quality standards was a step that we needed to take. Samanage has met all of our expectations."
EF&I Services Corp
"I could immediately see that Samanage offered more capabilities than my previous ITAM service."
The Budd Group
“The rapid deployment of the Samanage IT asset management solution surprised our IT team. In a few hours of starting the roll out, we were up and running.”
"Samanage has a full package consisting of a combined Internet-based help desk, inventory, contract management and a summary dashboard. It was quickly evident that the Samanage solution satisfied all functions on my wish list."
Samanage for Salesforce, CMDB
Understand how your IT assets support the services you deliver.
This PDF outlines the benchmarking features with Samanage.
Samanage Service Desk
Streamline IT service requests and deliver a superior service to your organization.
Samanage for Salesforce
Connect everyone, everywhere with the service success platform.
Samanage Asset Management
See, measure, track, and optimize the value of an IT asset over its entire lifecycle.