Features
Incident Management
Consolidate, manage, and prioritize your incoming tickets into a user-friendly interface, gaining visibility and insights into the issues impacting your organization.
Problem Management
Escalate common trends impacting your organization, allowing you to analyze symptoms and root causes, ensuring your business continues to run smoothly.
Change Management
Based on ITIL best practices, execute your change plans with speed and accuracy, while formalizing your documentation and approval processes, and keeping your teams informed on potential impacts to the organization.
Release Management
Managing continual change across an organization is complex, minimize risks and prevent the interruption of business processes with structured release planning and change deployments.
Service Catalog
Change the way you provide services to your organization by standardizing your service request and fulfillment processes, helping you measure and improve how you support your organization.
Employee Service Portal
Make life easier for your user by giving them a single location to submit tickets, request services, and monitor the status of their pending ticket.
IT Asset Management
Control your technology landscape by compiling hardware, software, vendor data, purchase orders, and warranties, in a single location.
Automations
Drive efficiency throughout your Service Desk by building processes that automate ticket routing, initiate approvals, and alert your teams to potential impacts to your organization.
CMDB
Samanage offers a Configuration Management Database (CMDB) that helps you keep track configuration items, map relationships between infrastructure components, and predict the impact on your environment.
Service Level Management
Meet the expectations of your organization by establishing service level agreements (SLA) rules that establish you ticket management guidelines and measure your team's performance.
Procurement Tools
Samanage Service Platform offers a robust procurement module that enables you to organize all contracts and POs in a single location. Track licensing, maintenance, and subscription obligations, quickly reference contract terms, build custom PO forms, automate approvals, and more.
Knowledge Base
Samanage helps you document best practices and recommended solutions, giving your users the information they need without contacting the service desk, giving agents the opportunity to focus on bigger projects.
Reporting
Report on the data that matters to your team giving you the insights needed to make future decisions for your Service Desk, including Incident Throughput reports, customer satisfaction (CSAT) scores, and SLA breaches.
Dashboards
Samanage dashboards enable greater visibility into your service operations by providing a real-time snapshot into the current state of your service desk. Highlight critical metrics, keep your team informed, and customize to meet your needs.
Benchmarking
Utilizing real-time data captured from your service desk, Samanage compares your organization’s effectiveness against industry benchmarks showing you areas to drive improvements.
Integrations
Enhance your Service desk by integrating with over 200 applications, including Active Directory, Jira, LogMeIn, Gmail, SalesForce and Zapier.
Mobile
With the Samanage Mobile app, service desk agents can access all of their tickets and service requests directly from their mobile device.
License Compliance Management
Samanage Service Platform license compliance management solutions allow you to easily manage software purchases. Stay on top of upcoming renewals, send notifications to stakeholders, reconcile software licensing, and proactively manage contract terms and renewals.
Risk Detection
Samanage constantly scans your IT environment to find problematic patterns, allowing you to proactively take action and limit service interruptions.
Internationalization
With support for more than 40 languages and the ability to customize service and solutions by site, support all the different needs across your global organization.