IT Service Management
Integrated Service Desk
Administering Hunger Relief Becomes More Efficient and Cost-Effective with Samanage ITSM
More than a billion people worldwide suffer from malnutrition simply because they don’t have access to adequate food for their needs. The Children’s Hunger Fund (CHF) was started in 1992 by Dave Phillips and his wife Lynn in their home’s garage. Today, CHF equips volunteers to deliver much-needed food to the hungry in the United States and abroad.
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.- Jonathan Berglund, IT Director
Before implementing Samanage, Children’s Hunger Fund managed assets using Spiceworks. But the organization found Spiceworks to be noisy with ads. They were also constantly running into duplicate inventory records. They found the database access to be overly complicated and maintenance to be a hassle. “We were spending too much time managing the database instead of managing our assets,” said Jonathan Berglund, IT Director.
Children’s Hunger Fund decided they needed an IT asset management program that was integrated with service management, and Samanage fit the bill perfectly. Previously, the organization had Spiceworks installed on-premise, and the disadvantages outweighed the advantanges. As Berglund put it, “It was much more preferable to offload one more virtual server, as well as improve connectivity to remote locations.”
They chose Samanage as their new IT asset management and service management solution.
Samanage was chosen because of its ITIL alignment, simplicity, and cost. Children’s Hunger Fund wanted to separate incidents while being able to associate them when necessary, and they wanted to be able to add asset information to incident records. They determined that Samanage was the right solution because it had all the features the organization wanted, had a simple interface with minimal clutter, and was cost-effective for an organization that has to budget carefully to serve the most people.
According to Berglund, “Samanage had a great support team and helped us to get our data in. Deployment was dead simple.”
The benefits of switching to Samanage were clear, with the biggest benefit being less overhead. “We no longer have to manage a custom asset database. We also have better visibility into problems, easily able to see how many incidents are associated with those problems, and able to track and approve changes to fix them,” says Berglund.
Before Samanage, Children’s Hunger Fund did not have the ability to associate multiple incidents with a single problem record, and they couldn’t readily track changes and releases to the software the organization used.
“We recently had a problem where an application was generating several errors,” said Berglund. “In the past, it was difficult to know the scale of a problem because we would have to search for, and manually count, all related incidents. In Samanage, however, I was able to quickly see all of the incidents related to a single problem and prioritize it based on its impact.”
The result was quick problem resolution, allowing Children’s Hunger Fund to focus on its core activity of delivering food to the hungry.
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