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.
We are going to go ahead and get started. Thanks so much for joining us and and I’d like to welcome you to Let’s Take IT Outside: Extending your IT Service Catalog. We’ll have everyone in listen-only mode for the time being that if you have any questions we encourage you to go ahead and enter them into the chat window and we’ll address as many of them a the end as we possibly can. If we don’t get to your question will certainly follow up with you directly make sure they get answered for you.
First of all, my name is Brandon Miller, I’m the customer success manager here at Samanage. Our customer success team is solely responsible for ensuring that your subscription with Samanage is a success. We handle implementation training and obviously the webinars. Essentially our job is to make sure that everything you get out of Samanage is everything you hoped it would be. So what are we going to be covering today our service catalog. We’re going to be talking about what a service request looks like. What a service catalog actually and how to actually build out a service catalog. Then we’ll actually be going through multiple different examples about how you can use the Samanage service catalog within your IT department and also outside IT. A lot of different use cases there, so we will cover a few them just to give you an idea. But there really are just unlimited things you can do with it.
Just give you a little background about some Samanage, we are a 100% multi-tenant SaaS-based IT Asset Management and Service Desk application. We have over 600 customers now in over 48 different countries, supporting 42 different languages. We’re experiencing explosive growth over the past couple years two hundred fifty percent year-over-year and managing well over a million assets. Awards actually lately as well we were Always On Global 250 winner, we were finalists for the Red Herring’s Rop 100 North America Award, finalist for the Service Desk Institute SDI IT Service and Support Best Vendor awards and recognized by Always On as an On-Demand 2014 Top 100 Companies to Watch.
So what makes me is different? A couple different things. Like I mentioned, we are the only true multi-tenant, unified cloud service and asset management platform out there. We really pride ourselves in terms of instant value. You know with Samanage you get real business value in days not weeks or months. We’ve got code for the customization so everything is designed so that you can log in and get to work right away without having to code anything on the back end. One other thing is that we have continuous deployment method being multi-tenant, SaaS our engineers can actually push out updates and feature requests to our application in real time I’m which is really nice. The application is designed to adapt andchange with your needs. We’re ITIL-ready with a unified ITSM and ITAM solution so that you can easily connect the dots between the assets that you manage and the tickets that come and keep track of who has what, where it is, what’s happened to it over time,and manage that whole lifecycle there. We service thousands of different IT service desks every day with a growing and active customer community. Here’s just a a few examples of some the customers that we have on board with us many of those customers have already taken the their Samanage service desk outside of IT. You can see that 32 percent of our customers that were polled are using their service desk in other departments and forty-eight percent those service desks used outside of IT are in the HR department with procurement, finance, facilities, close behind. We’ll be covering a couple of those examples here in a little bit with Samanage you really can use our application for more than just your IT needs. You can use it across your entire organization and make sure everyone gets involved, so talk about what a service catalog actually is then and so essentially is a service catalog is a list of your available technical resources and offerings within your organization, that includes your service descriptions, your prices, typical time frames for each offering and the process that each service request would go through as it gets fulfilled.
It’s a great way to get multiple people in multiple departments involved, automate your processes, and make sure that every time a request comes in the same flow happens over and over and over again, so that nothing falls through the cracks. Maybe you’re new to the service catalog. IT service catalog were introduced in ITIL v3 as a best practice for service management. Service catalog is included in the service design life cycle of ITIL framework. Its area where your services where the business requirements and the IT capabilities meet, so the things that your end users need and what your team can provide them kinda meets there in the middle some the benefits that you’ll find from the service catalog within your IT service desk
One big one is automation and uniformity with more structure to your service-related workflows. You can accelerate the responses to the end user and really automate that process you can streamline and define service processes one time and then have them repeat over and over. As the requests come in and can really reduce cost as well. The service catalog provides greater insight into how much services cost as well as the returns and expected return date allowing you to minimize expenses and ensure funds are properly allocated. It also help increase productivity as well and eliminates inefficiencies and redundancies by outlining how the service will be performed in and in what time frame. Here’s a quick look at just some use cases that we’ll be demonstrating here in just a couple minutes.
We will start out with building your service catalog and I’ll show you a little bit about how to build it within Samanage, how it’s being used in IT, and how you can take your service catalog outside IT to other departments such as HR, Finance, facilities, within your organization and what kinda go through each part of this step-by-step.
So let’s go ahead and take into a closer look here. We’ll go ahead and jump in to one of our accounts, and I’ll walk you through all those different process we’re just talking about. If you like what you see here you can always start your free trial and test it out for yourself.