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.
We were using a solution called School Dude and it just really wasn’t working out for us. We tried on-premise solutions, like Spiceworks. It always seemed like we couldn’t find a solution that checked all of the boxes. It’s either a solution you’re comfortable with, but the more assets you get in it the slower it is, it just can’t grow with you. Performance issues with School Dude made it was easy to get data into they system, but it was like pulling teeth to get your data out of it. It had become a task, something that was supposed to make things better for us was just an extra job. So, we would put the data into it, but it was a pain to get it out of it so we did’t even bother. It was just working against us. We spent 3-4 hard months trying solution after solution, we kept running into the issue of “okay we do like this solution,” but then the pricing is just off the charts and unreasonable or the UI was terrible.
Some important things for us were reliability and performance, ease of use, mobile interface was big for us. It’s really handy to be out in the field, the price had to be right, integration with what we had now – Google Apps integration was unexpected for us. Anything that makes it easier for an end user, makes it easier for us, because we don’t have to worry about tickets for password resets and account issues. It cuts down on one more password they don’t have to keep up with. Samanage checked the most boxes for us.
Google Apps integration really is going to help to with the amount of emails we are going to get in our inbox, that say “I couldn’t log into the help desk properly but I need you to fix this.” The person who got that email is the only one who is going to see that and it can get lost and that opens up a whole new can of worms. There were times when I thought I had found the perfect solution, then Caleb would remind me of something we had to have would just absolutely flush it out. What we really like is the little agent for the asset management that reports back – that saved our bacon a couple of times. With actually knowing who to go to to find a device because that was the last person who logged into that device.
Reasons we ended up going with Samanage: the features and functionalities checked the most boxes. We really liked the flexibility it gives, we can get all of our data in there easily, but we can actually manipulate it and it’s an actual tool that we use now and know that the information is always going to be there. It’s speedy and it’s easy for the end users to use which is a huge plus because again that cuts down on our tickets. The customization and the ease of being able to sort data on the fly. If you run a query over and over again there’s a button right there and you just click to favorite it as a report. I don’t have to learn a Samanage way of doing things, it seems to kind of fit into my thought process.
Just getting the data away from our existing asset solution, we basically had to go item by item before putting it into Samanage. Samanage would have pretty much taken my data any way I would’ve put it in. The whole garbage in garbage out it was nice to have clean data. I’m still just amazed at the ease of getting any piece of information i need from any asset.
Now we’re not surprised by a large budget item for next year. It’s already helped us a whole lot.
- Warranty management
- Budget planning
- Increased productivity
- Easy visualization of assets, customers and problems in one unified place
What we saw as a chore, is now really a tool that we can actually use. The Google Apps integration is going to help us a lot starting a new school year with new teachers who have to remember new passwords. As long as we get them into their Active Directory account, their going to be able to log into the help desk just fine.
Just one click, that the user isn’t going to even know they are logging in. Behind the scenes we’ll see. The ability to take one more thing off the users is great.
I saw Samanage app in the Chrome store, you can have an icon setup for an easy way to submit tickets and push that out with the Chrome book management. That will be a part of our brief and fairly simple training for our users.