SolarWinds Service Desk
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Ease of use, Samanage rocks!
What do you like best about the product?
I love the setup of Samanage, it looks and feels very similar to a lot of social media website, which makes it very easy to navigate. The pages load quickly and just about every function I can think of is available to me.
What do you dislike about the product?
There is really nothing to dislike so far that I can tell!
What problems is the product solving and how is that benefiting you?
We were using a very simplistic ticketing system that lagged and often never sent our replies, making customers unhappy, and staff unhappy. Samanage has not caused any of those issues so far, and has worked spot on in everything it offers. This makes the stress of wondering if your customers really got your messages disappear.
Recommendations to others considering the product:
Anything you might want can be added easily.
Keeps our Department on Track
What do you like best about the product?
I like being able to track my daily tasks and manage our department's incidents in one location. I would easily forget about tasks through emails sent. We are able to ensure our process to complete projects is done correctly and everyone involved is notified along the way.
What do you dislike about the product?
The only thing I dislike is not having the ability to turn off the Due On for Service Catalog items as mandatory.
What problems is the product solving and how is that benefiting you?
Better departmental communication on projects
All projects are now tracked with visibility to all involved
More of our projected are completed without errors
All projects are now tracked with visibility to all involved
More of our projected are completed without errors
Right decision for us!
What do you like best about the product?
Powerful SaaS that follows the ITIL structure but keeps it simple and friendly for not only the user but for the technician as well. We migrated from BMC's Footprints and our users were very pleased of the difference!
What do you dislike about the product?
No patching or software deployment option yet.
What problems is the product solving and how is that benefiting you?
Samanage has been a huge help in keeping track of contracts and warranties when they are about to expire. It's nice to have a system and not worry about software-related issues keeping a system on-premise.
Recommendations to others considering the product:
Definitely, do the trial session. You have nothing to lose!
Best customer success and support teams ever!
What do you like best about the product?
Samanage Customer Success Teams and Service Teams are, bar none, some of the best I have ever experienced. Additionally, the capability to chat with support at any time is a phenomenal feature. The response time is efficient and the agents are always friendly.
What do you dislike about the product?
I dislike that I do not have enough time in my work day to spend working with Samanage. With every workflow we develop, it leads to bigger conversations about how to maximize our technology to minimize our workloads.
What problems is the product solving and how is that benefiting you?
Our Helpdesk (Service Desk) is now seamlessly linked between Maintenance and IT. This alone has increased our efficiency as a technology and maintenance team. We have also used the Service Catalog to develop our HR workflow processes. Our staff loves the convenience of working electronically. I love that we are saving trees (not to mention being able to get rid of filing cabinets)!
Implemented and utilized in 2 companies
What do you like best about the product?
It appears that Samanage is always striving to add features to improve the effectiveness of their product.
What do you dislike about the product?
We've not used the MDM features, but we really arent' even sure if it would serve us to do so.
What problems is the product solving and how is that benefiting you?
Workstation refresh cycles, installed software, warranty expirations, physical location of devices, ticketing, change control, etc.
Recommendations to others considering the product:
If you are looking for device management, warranty insight, contract mgmt, change control, asset mgmt, ticketing, procurement, and more... then you are looking in the right place with SAManage.
Nice tool for asset management
What do you like best about the product?
Samanage is easy to use without training or a significant on-boarding process. This is specifically useful as new users come on the system, the UI is intuitive enough people generally can figure it out with simple guidance.
What do you dislike about the product?
It seems the organization is trying to do a lot of different things. I would recommend to focus on a few things, do them very well and then expand the product features to include other capabilities.
What problems is the product solving and how is that benefiting you?
We use the tool to track IT assets, users and procurement history.
Samanage makes life easier for our IT team!
What do you like best about the product?
I like that Samanage is all web based and can be accessed from anywhere. I can hop onto any machine and log into Samanage to retrieve tickets or any information I need.
What do you dislike about the product?
I don't have any major dislikes but there are areas where I would like to learn more to fit our business needs.
What problems is the product solving and how is that benefiting you?
Samanage for Service Desk has made our life easier as well as our users. They can track and submit tickets with ease.
SAMANAGE is wonderful
What do you like best about the product?
We have been using SAMANAGE since April 2017 and it is a great service desk. All the services are easy to use, customers find it simple to submit incidents, inventory portal is great, etc.
What do you dislike about the product?
When creating your own forms, there are some items you cannot personalize. You have to work with what is available. Other than that, management is good.
What problems is the product solving and how is that benefiting you?
Inventory is very useful.
Recommendations to others considering the product:
switch!
Robust Ticket system
What do you like best about the product?
ticket management is good, and it tracks software on managed PCs
What do you dislike about the product?
Metrics are quirky. It does make getting some metrics difficult to get over other ticket systems
What problems is the product solving and how is that benefiting you?
samanage makes it easy to track tickets and add to them on the fly which makes it easy to keep things up to date with end users
Recommendations to others considering the product:
Samanage is a living service and changes from time to time, keep that in mind for when selecting this product
User Friendly Application and Great Support
What do you like best about the product?
How fast our reps respond when you have a question.
What do you dislike about the product?
I dislike that some areas aren't as customizable as others.
What problems is the product solving and how is that benefiting you?
We are able to streamline 3 systems into one. It is very time saving.
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