IT Service Desk
“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.”
~David Levin, System Administrator
Samanage IT Service Desk Simplifies School’s Ticketing Process for Students and Staff
Head-Royce School, located in Oakland, California, is an independent, college prep day school with students ranging from kindergarten to 12th grade. The school has 875 students and 111 faculty members. Their library offers laptops for checkout, allowing students to access electronic resources throughout the school.
As a school with many end users including students and staff, David Levin, system administrator at Head-Royce School, found that not having an email ticketing system linked to the school’s service desk was creating disorganization for his IT team. Tickets were submitted in various ways and not very detailed or clear. This created a long time to resolution process for each and every ticket. The school was also hampered by a lack of single sign-on to all of its applications, leading to extra tickets that required password resets. To help combat these issues, Levin used a complicated Google form with scripting, as well as a free product called MyTechDesk.org.
Levin also found that reporting through this free product was cumbersome and that the school needed a system that would not only ease some of the ticketing stress on the IT team but provide more information directly to the end users.
Levin worked with his team to determine what their must-haves would be in a new IT solution. The most critical features they were looking for were:
- Single sign-on capability
- Robust Reporting
- All around ease of use
The Head-Royce team began their search on Google then looked into listservs and sought colleague recommendations. Levin found Zendesk first, but because Samanage and Zendesk have an ongoing partnership, he was led to Samanage for more information on an unified service desk and IT asset management solution. A SaaS solution was important to Levin’s purchasing decision. “I saw SaaS as the necessary delivery model to efficiently manage a help desk,” said Levin.
Levin participated in a web demonstration with Samanage and saw that the product fit Head-Royce’s need for ease of use. He also found that the support team during the sales process was very engaged and responsive, and that the level of service would continue with a dedicated customer success team available to him throughout the implementation process and beyond.
Utilizing the unified IT service desk and asset management solution, Levin and the Head-Royce IT team have been able to accomplish numerous tasks that were a bit of a struggle in the past, including:
- Transferring help tickets seamlessly from one team member to the next
- Creating knowledge base solutions
- Creating service requests
- Easy reporting
- Single sign-on capability
“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,” said Levin.