With the recent developments in the realm of service desks, looks like SolarWinds is about to acquire and transform Samanage into a new system. But what can you as an end user expect from this newly created product? Here are our thoughts and expectations about the upcoming changes.
Samanage Service Desk
To start off, Samanage is a premium service desk system designed to help business streamline sales, business operations, and improve customer satisfaction. It achieves all of this utilizing a wide range of different functions that were specifically tailored for both small and large businesses.
The key characteristic of any service desk is that it does not require an installation process or any kind of maintenance. The same can refer to Samanage, however, the company went one step ahead as it provides its customers also HIPPA compliance, requiring no extra configurations, adjustments, or modifications from the client side.
When it comes to day-to-day usage, Samanage autonomously gathers practically all IT configuration setups and empowers workers with well-presented reports, analytics. All this in an elegant, functional, and fast user interface. Last but most certainly not least, Samanage has a wide range of integration options that expand the system’s capabilities even further.
The Team Behind Samanage
The team behind this service desk is famous for delivering real business value in a fast and accurate manner. Their primary focus is to create the whole platform in a way that will not only ease the process of serving customers but would be intuitive for the employees as well. And it’s not just about the interface, all features are created in a way that will accelerate the general workflow.
The motto behind this mindset is “what else can we improve?” and as stated by the developers, no idea is a bad idea. Hence, why every function has a thought behind it. Another differentiating factor is that the team tries to gather as much feedback as possible. This approach clearly reflects itself in the service desk. Whether its a bug or a missing feature, it will be fixed/added in the next update. True, the amount of things they add is limited but it’s nice knowing that they care about their users.
Finally, the team is very diverse in terms of the production process. As part of the companies framework, they constantly add new people onboard which in turn results in a fresh look at the system. They do follow specific documentation but the main benefit is that new people can provide new opportunities. They never stay in one place and we can say the same about the tool itself.
What Samanage Brings To The Table
Looking at the current iteration of the Samanage software, it would be an understatement that it does not have anything special about it. In fact, that would be an insult. Samanage is a very powerful tool that has a broad range of features. Among the most prominent are the following:
Information Technology Infrastructure Library (ITIL)
Samanage service desk fully adheres to the rules set by the Information Technology Infrastructure Library (ITIL). This essentially means that it has all the bells and whistles an IT delivery team needs, and a few extra things that can streamline the delivery process. Be it ticket management, problem prediction, or even change management, everything is here and works as intended.
As the name suggests, automation allows you to offload mundane work from your employees. This is a very critical feature as it practically allows you to completely remove routine work and accelerate time to market. Another key benefit of this system is that it breeds innovation and allows for round-the-clock support. The Samanage service desk is ITIL compliant, meaning that all of their automation tools are ITIL-certified which is a huge benefit in our books.
Service-Level Agreements (SLA) Capabilities
While simple on paper, this system is actually pretty hard to develop correctly. Few companies managed to create a proper solution and thankfully, Samanage is one of them. For those of you unaware, the main purpose of SLA is to provide companies with features such as track response time, evaluate and set KPIs, deliver support commitments, and way to mitigate customer dissatisfaction through pre-established expectations.
There are many more features we haven't touched upon but hopefully, these will give you an insight of what to expect. On to the next section.
The system is relatively new to the market but it already gathered a few competitors. Among the most known ones are JIRA Service Desk, Service Now, and Freshservice. Let's take a look at them one by one.
JIRA Service Desk — The key advantage Samanage has over JIRA Service Desk is that JIRA is more expensive. Especially in larger scales. Although, JIRA has one benefit in form of Atlassian Marketplace. With it, the average number of features can be expanded but there are cases where some functions cannot be added even with the app store.
Service Now — As for Service Now, the story is a bit different. You see, unlike JIRA which is virtually the same, Service Now is cheaper but the time it takes to reach ROI is slower. This can be a double edge sword as it can both hurt you financially and reward you with a more refined product. While most businesses will pick a service desk based on their company specifics, Service Now is more customizable than Samanage. This essentially means that you can adjust it to your needs, which is something Samanage needs to work on more.
Freshservice — And finally, there’s Freshservice. It's a very good help desk tool that is super easy to use and upgrade through the API. This system is tailored towards support service and all of the features are targeted at agents. Essentially, with it, it would be harder to develop a new product but it will be easier to sell one.
Although the change won't be immediate, it’s clear that the new service desk will be more than fine. It has an experienced team behind its shoulders, and we can’t wait to see how it will stack up against other systems. What will be its selling point, what issues it might have, and the ultimate question, with what price tag it will come.
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