Great ITSM alternative to the big guys, with all the same features, without the price tag. They offer a full feature trial and will help you with a PoC. Great value, positive ROI and superior TOC. Have a look at this one!
This tool is a hidden gem. Compared to it's peers in the ITSM space, SAmanage has all the features you would expect from an Enterprise ITSM without the Enterprise price tag. It's cloud based SAAS model saves you from the hassles of onprem setups, and if you are global it just works for all your users. The feature set is rich, I recommend you do a Proof of Concept (POC) with them to gain an appreciation of everything the product gives you. The on-boarding process was very well orchestrated, they guide your team through the whole implementation via a Trello board. Everything is spelled out for you, there is little risk here. Truly an Enterprise Grade Product at a reasonable SMB Total Cost of Ownership (or Subscription-ship). Worth having a look.
The product does not hit the radar in terms of "Known" go to ITSMs. So this left us to do more research and vetting with their existing clients. Also, because they are lean on price, they do not spend a lot of time "Wining and Dinning" you, and this gave us the false impression of the organization being small. They are not small as we found out in the implementation phase. They are a true SAAS so they don't have travelling sales people with territory in the traditional sense, again it gave us the wrong impression of their sophistication. Some of the features compared to the expensive ITSM packages are not as robust, but for the prices difference we can accept those as is. They meet our needs as is. I do recommend you do a PoC with them to gain a full appreciation for what they do offer and where some of their simplicity map-out for your needs.
The pricing is based upon the number of users in our network that will be accessing the system, and the number of "Managers" running the system.
The salesman were very helpful in providing a great offer on the cost and have kept that pricing concept since we started.
As you are starting out with basically a "Blank Page" it can seem a little overwhelming at first setting everything up to get that final functional asset management and help desk system you envision. However, there are plenty of examples and their help & support is very responsive.
To me, this "Blank Page" is one of the positive aspects of the system. Basically, with some limitations, if I can imagine it, I can build it with what they have provided. This is true if you keep in mind what the original system was designed for in the first place. (The point here is simply: you would be surprised what kind of things people have asked the system to do... way beyond the scope of its design...)
It easily integrates with Active Directory (AD based on Windows 2003 is no longer supported as of this writing) and has a robust permissions setup, allowing you to allow and deny users any number of "Roles" that are pre-configured or that you create as needed.
The easy deployment of the agent combined with the cloud based setup allows the system to work well with users and machines working both in the corporate network, as well as outside of it in satellite offices.
The "Trouble Ticketing" interface can be customized and is easy to understand and navigate. Background elements include the ability to track tickets, warn administrators of tickets that have received no response, cluster common tickets to users and machines for trend and trouble tracking, and provides what I call "Live Response", where you can see who is looking at a specific ticket or item and see their notations instantly.
Probably the most impressive portion of the system is that part that most users will never see: The asset management system.
Once the agent has been installed and is communicating, the amount of information provided is overwhelming at first, and yet still organized and categorized. There is even a built in tool allowing the system to know when a computers warranty is up.
My reason for not giving 5 stars across the board:
The system sometimes has issues tracking software as the "Suite" it is licensed under. This is not necessarily and issue with this system as it is in how it is sold.
The "Sand Box" approach.
Printers are auto-populated, not based upon where the printer is installed from and shared from, but by every single shared instance of that printer. As a result, a single printer in an office of 200 users all sharing the same printer will show an inventory of 201 printers.
Software suites, like Autodesk "Building Design Suite Premium" are sold and licensed as a single unit, even though it is a collection of some 2 dozen programs and plugins. Samanage does not have the ability automatically, to track and manage this; it shows them as a bunch of separate programs. There is a way to cheat the system and make this work, but it is a manual step that requires a bit of work to setup and manage.
It's getting better, but the agents do not always refresh as quickly as I would like.
We needed a solution, and we needed one fast. We had test driven many, but something didn't feel right. Two things made us choose Samanage. The software had every feature we were looking for, and the people were excellent. From the beginning, we were treated like VIP's. We were given professional courtesy, we were given kindness and flexibility, we were shown appreciation, and we were given everything we needed to stand up the ticketing system in our environment. The staff, made us all feel like we were part of their family and we can't thank them enough. The demos were terrific, the trial was awesome, the sale itself went smooth, the implementation was perfect (including the SSO option), the support was phenomenal and the Go-Live went off without a hitch. This was just one of the best end to end experiences I have ever had the pleasure of being a part of. The Samanage team are just a bunch of really cool professionals that truly care about their customers. Every call was a pleasure, and they taught us how everything worked. We have had nothing but excellent support, and we are happily enjoying all the features and functionality as we use it daily. I have personally thanked them over the phone, and in email messages, but I still can't thank them enough. We were on a hard deadline to get everything working in a very short time. The Samanage team delivered on time, and within budget. We couldn't be happier. Thank you, Samanage Team! You ROCK!!!!!! :)
Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected.
It doesn't know how to make me coffee in the morning, but other than that, it's hard not to like something that makes your life easier.
They have been a great partner to work with bending over backwards to accommodate us in our mergers and acquisitions as we consolidated tenants and imported and exported data. They listened to our feedback and incorporated some of our ideas into their final product as well. They are a company that will work with you to get the job done the way you need it done.
This is a great ITSM. We have been with them for many years and have watched them grow. They have a lot of the features of the big name systems but without the high cost. If you are looking for an ITSM that will get the job done here it is. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interating with your tickets. Overall a good choice for an ITSM
The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity?
Asset management, asset auditing, help desk ticketing system.
Amazing help desk ticketing system, it integrates with our two email inboxes for internal and external support. Our internal employees use one address while our external clients use the other. Everything goes into the same queue and are labeled and categorized appropriately. When we comment and attach documents on a ticket via Samanage, the requester gets a nicely formatted (and extremely customizeable) email with the details.
The other great thing is the asset management software, you install the agent on any company computer/phone and it gives you an immense amount of information and auditing capabilities. It will literally tell you the manufacturer and serial number of monitors plugged in (even the laptop LCD screen!)
Also, support is great! You can chat with someone whenever you want and they're very good about either answering right away, or researching the issue and following up later.
It costs a decent amount, and depending on how many administrators you have the costs can jump up. But I will say it's well worth it for all the features you get.
1. Its easy to use and looks nice. Staff have required very little training, despite not having a centralized system.
2. Its pretty flexible. It's able to do about 90% of what we want it to do.
3. Support is active and engaged. Their community website has a lot of activity, both from others using the product as well as comments from Samanage's support.
4. Its actively developed. Recently Samanage unveiled their Labs feature, which allows areas to enable or disable new features to test out their functionality prior to implementation.
5. Reliability. Being a cloud service, you need it to be available and accessible. We've only had one minor outage during our time with Samange, and that was resolved quickly. They also provide great visibility into their uptime through a website, http://status.samanage.com
1. Filtering. Filters for incidents need additional work to become more robust. Currently, each new filter type acts as an AND filter, while multiple of the same type of filter act as OR filters. In some cases, you can't achieve the type of filter required at all.
2. Reporting. While the built-in reporting looks nice and has some decent out-of-the-box reports, it's not at the level of sophistication most organizations really need to get their full value out of this product and the data it has. For instance, there is no query builder or ad-hoc reporting, so you're limited to what you see.
3. Groups and Roles. Groups are treated like individuals, so if you report on a group's incidents and one of the members in that group has an incident, you won't see it, which is challenging. Roles are pretty robust, but a person can only belong to one role. If you have exceptions for individuals, you basically need to create a special role for each one of those cases which won't scale for large organizations.
4. SLA's and automation. The current SLA implementation is restrictive and cumbersome. And that's pretty much the only way to provide any sort of automation to routing, closing, etc. for incidents.
5. Slow feature development. Samanage has done an excellent job of rolling out various features throughout the year. However, there are some long-standing feature requests that have been in development for years and executing on them has been slow.
While the above issues are a concern, I have faith they'll be addressed and result in a stronger product in the long run.
The most granular are where Samanage stands out from the crowd is in its Dashboard and the array of reports that it generates. Upon login, the Dashboard is where users are automatically placed. It provide users with immediate inside into what's going on across the organization.
Another feature I like in Samanage is its single sign-on functionality. Many of contenders failed to support this capability at all. Once users are signed on, they can be assigned different roles and groups depending upon what they need to do and what access level is required.
There's also something Samanage calls "risk detection." This isn't a security tool constantly searching for code holes or digital invaders, however. Rather, it's based on the data Samanage gathers as a helpdesk and asset management tool where it uses that information to keep track of best practices, expiring licenses, and similar information that might compromise your IT organization from a financial or contract perspective. We weren't able to test this feature, so be sure to evaluate yourself thoroughly before banking on it.
Samanage doesn't have everything a good help desk solution should have, but it does offer many features that are important to ITIL, including problem, incident, and change management. Samanage has a pleasing aesthetic, is fairly easy to use once you get used to it, and given its feature breadth you'll certainly find the right tool for the job somewhere in the suite.
Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions
A lot of features but some seem unnecessary.
Samanage helped simplify our incident management, expand our feature set and ultimately helped us increase the capabilities of our customer support and information management on the support side.
We were really impressed with the import capabilities and admin capabilities provided right out of the gate. We were also impressed with the flexibility of the licensing and the willingness to help package exactly what we needed for our solution. One feature we have greatly benefited from is the Contract Management which helps us track the different contracts we hold with customers.
The Service Requests have also helped guide users into providing information for their requests, making our job easier when trying to facilitate the requests and needing certain information to do so.
We were not impressed with the limited capabilities of the Solutions portion of the application and this carries over to the Help Desk Portal which has no current way of organizing Solutions based on the customer or "Site", category, or any such other filters. There is only the option of displaying the solution Internally, which is good because in that view, we can create filters to organize and make sense out of the hundreds of Solutions we have created. But, we really wanted to improve the self help capabilities of the help desk portal we are provided but with the current way Solutions are shown on the portal, we can not use this feature to show customers common solutions to their problems.
Overall, Samanage has been a great asset to our support team but we are hoping to see some improvements this year when it comes to permissions for viewing Solutions and also organizing solutions on the Help Desk Portal in a manner similar to how the Service Requests are displayed. I should note that since this is a SaaS solution, we instantly see improvements and features being added and the community.samanage.com site is very active.
Lastly, I want to praise Samanage's help desk and engineering team which has been spot on with their support and solution delivery. We have helped to find a number of bugs and problems throughout our use and usually we will see these problems resolved within a week or less which is incredible turn around time for fixing minor issues in a software solution if you look at other companies and traditional on premise software.
We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets!
The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation.
The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic.
They do not provide a cookie cutter package, but rather a sandbox approach, where you can make it what you need it to be. If something you want is not in there, chances are good they will add it or help you find another way.
The reporting functions are a bit inflexible at this point. It is not a deal breaker, but there are times it does not fill the need or allow as many options or format capabilities as needed.
The amount of data provided about the software installed on the various systems is second to none. Their agent does an exceptional job in this area Based upon this and because of this, the system needs to allow more options for software categorization and organization. Sometimes, too many differing programs are all clumped together and are too difficult to sort. I realist that this is in part due to some software vendors and how they package their programs. But with a system as robust as this one, there should be a way to allow for more where needed.
Sometimes, their instructions are a bit lacking. Too often, I am provided with an overview rather than a step-by-step instruction that at times would be a bit more helpful.
Incident, problem, and change management are all extremely easy to set up and begin using due to the cloud-hosted nature of the product. As it is fully web-based, low-level training is not required for techs or users.
Easy to deploy as it is a cloud-based system. Initial setup requires low effort and detail. Branding is easy to apply, functionality is easy to test out of the gate.
Information on asset discovery, connections, and scanners feels lacking. Connecting to SCCM via the database has very little information, and after a month of attempts, it is not functional. Support has been a bit slow on response when inquiring regarding this issue, even after purchase.
As a member of IT in a hearth company, it is very important that I serve my internal customers in a timely manner and resolve any issues that they are having and Samanage has helped me do that due to their helpdesk solution. It offers great customization in what information I see on the helpdesk page and and thus I am able to prioritize tasks according to severity. I also like the report statistics and able to view my performance over a period of time. This helps improve on service quality.
Samanage support is very helpful and give an extremely fast response and are always very courteous
Customizable and clutter free helpdesk
I dont have any particular weakness in order. As I have used it throughout the years I have become appreciative of how the interface is designed. Its clutter free and lets me do my work
For some organizations, selling the idea to have an ITSM can be difficult. They helped me to build the case and to sell the idea, they supported me in the whole process.
Once they sold me the product, they showed an awesome customer service with very short turnaround time for each support request. They have a strong and active community, which is very important to share ideas and problems. The errors that I found were solved quickly and they also hear their users, by giving us the ability to push for ideas to include in the system.
The inventory management is great in details and features.
Some Improvement Opportunities
So far, some improvements opportunities that I see can be around the SLAs which could be more flexible (structured as Target->Action, there could be more for each of them), but is not really a problem.
The reports could be more flexible by allowing the user to build his own reports, and scheduling the reports to be sent to specific users
The asset agent deployment for linux is a bit tricky and could be improved a lot. Mac and Windows are very straightforward and easy to install.
There are and will be a number of things not covered by the product, but what they showed me so far by evolving partially from what the users propose and how fast they evolve, gives me the confidence I need to rest assure that everything that I need will eventually be there.
An awesome customer service and support.
Great asset management.
Good set of reports and dashboard capability.
SLA are great at the level we use it, you can specify different targets and actions.
Ability to configure different times zones and business hours of all your company sites, we have 4 offices with different times zones and so far that's working great!
Allowed us to configure a service catalog, to capture and structure common requests from our users, like the request of Virtual Machines, where they always missed some data we needed.
I'm sure I'm forgetting something but so far, our experience has been great, I would totally recommend this product!
We've replaced our outdated, cumbersome in-house service desk with Samanage. We're already seeing higher productivity because of the SLAs we were able to set. The automations available within the system help streamline ticket submission and remove a lot of the back and forth when information is missing.
We've had great support from day one. The support team answered all of my questions about features when we trialed the system, and they've continued the great support after we officially signed up.
There are also improvements made to the platform all the time.
The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.
Some basic features are missing. For instance, I can't set the system up to alert the entire team when a trouble ticket is closed. This was an important feature on our old service desk, as it let the team know when someone else sorted out an issue. This also helped share solutions among the team. Now, when a ticket is closed, it simply disappears from queue without team learning.
The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization.
Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.
Samanage has been a true game changer in my organization. Historically, our service desk was cumbersome, lacked functionality and really only routed tickets around, nothing more. When I first started shopping around for a new Service Desk, Samanage honestly looked to good to be true! Cloud based, built on ITIL principles, customer service feedback, built in asset inventory, knowledge base and a service catalog all in one place! Implementation was a breeze, being cloud based all of the heavy lifting is done by Samanage. All I had to do was configure it in a way to meet my organization's needs and we were ready to go live! Ticket flow and tracking is so easy in Samanage. The customer service feedback is also a very valuable tool for me to evaluate my staff on their performance. Inventory tracking allows us to keep up with who has what technology, all in one place. Overall, I explored a lot of service desk options and choosing Samanage was by far, the best choice I could have made. I look forward to continuing to use it to make my department more efficient and customer focused!
Easy, simple, cloud based, very functional
A bit pricey for smaller organizations but pricing is still on-par with other Service Desk providers
We using Samanage for service desk and inventory, from 2015, we were like the first customer, we give a lot of ideas for them to improve the product. We now using Samanage for IT, Operation and HR department, for the next time we may offer to another department like Business Office. We have the plan to do some application using Samanage API for improve reporting.
API very good, can do anything with API. We also create some own application to work with the ticket, other assets by API.
Workflow part need improve more, like we need input step, Samanage should compare with other software for workflow like Kissflow, also, user interface not very friendly for the user.
Great software, have used this at two different firms now. Simple and easy with great reliability and reporting.
Samange is very quick to setup, customization's are easy and don't require programmers. The software has many editable fields that allow for quick reporting, SLA tracking, and user satisfaction.
The only limitation to Samange that I have seen is if you are working to resolve an item it is a one to one relationship. I would like to see the outbound emails tagged so that if a 3rd party is engaged and reply's via email it is auto captured in the system. Many to one responses are lacking.
Easy to configure and get set up. Love the agent on our computers so we get real-time insights on our assets. Everyone we've worked with at Samanage has been responsive and helpful. We started with the asset management, and now are about to expand to the service desk which looks like it has some awesome features we plan to utilize right away like workflows and Jira integration. Wish the reporting was more robust so we could automate any report we want, but we're still able to get at what we need through saved lists/searches.
Samanage agent to track assets, Jira integration for service desk
Reporting. We couldn't set up the reports any way we wanted so currently have to manually go in weekly/monthly to pull the data we want from lists instead. I wish we could customize the reports and set up the schedules to eliminate the manual steps.
This software has allowed us to track end user request for issues and see how the responses trend. It also allows us to track ongoing project with task etc. Though it is not a project managment software it does lend itself to easily manage small projects
easy to implement, easy to build your own knowledge base repository. Support is quick to respond.
Updates can be tricky, there is no "Test" environment to test if your data and configuration will work as you expect. So when they update you its trial by fire. Fortunately they have been pretty good about responding to any issues that have arisen.
The software is robust and full features, everything from helpdesk to asset management. Also the integrations are great, having it easily connected to our zendesk instance allowing the ability to connect issues from zendesk to assets in samanage. This also makes tracking asset warranty simple.
When we purchased samanage it seemed to be focused on the asset management. Now they've geared to push more towards the helpdesk software built into to it. Not being able to disable to and remove the options.
The biggest advantage my team has with Samanage is that you can create solutions for common issues, that you can easily attach to a ticket and not have to re-type the solution over and over again. Other then that ticketing system is fine, does what we need it to but reporting could use some enhancements.
Would like a more in depth reporting mechanism, could be that my company doesn't use the tool to the best of it's ability but there needs more vision on software/hardware we have.
In the three years we've used Samanage we've had just over 7,000 tickets, we've been able to add and remove administrators and task users as needs arise and jobs change. We use it for onboarding, offboarding, inventory & ticketing. Works great.
Works great in all browers, workflow setup was easy, inventory client collects a ton of data that we've used to target hardware and software upgrades.
The agent for inventory management had some weird numbering issues, but other than that, i have nothing bad to say about the software.
Saves time and makes it easier to manage service desk requests.
Interface is intuitive and setup is easier than most Service Desk software I've used in the past especially with the help we received from the samanage implementation team.
Adjusting and maintaining the views that I want. I'm fairly picky with how I want things arranged and depending on how I navigate through samanage, my views can revert back to defaults. I feel there should be a more consistent behavior with views.
Very good. 5/5 experience, overall the software works exactly as advertised.
The features work as advertised. We have used Dell Kace in the past and dumped it because of a lack of features; we switched to InvGate. InvGate was a really poor experience, and though it had a lot of features nothing operated properly and support was slow. Samanage has been the total opposite, when we run into an outage it is very quickly resolved and chat support is very responsive.
Improvements could definitely be made on the built-in reporting side of things; especially when it comes to computer inventory.
We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.
I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.
There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.