Since enterprise IT Service Management products have always been notoriously complex, we wanted to introduce Gmail and Facebook-like usability to our new on-demand enterprise service desk.
Redmond, WA (PRWEB) April 6, 2010
SAManage, a leading provider of on-demand IT management software, today announced the addition of an ITIL-based IT Service Management solution to its suite of integrated SaaS-based IT Management products. Leveraging the software-as-a-service delivery model, SAManage customers can now take advantage of this integrated IT Service Desk at no additional cost.
Using the new capabilities, IT support teams can receive support requests through a personalized portal or via email, distribute workloads among team members, and associate incidents with assets and solutions. This new Service Management solution supports the ITIL library, the most widely adopted set of policies and techniques for IT service management, and includes capabilities for Service Desk, Incident Management, Problem Management, Change Management, Release Management, and Knowledge Management.
The new Service Management product is the most recent addition to the SAManage IT Management Suite. SAManage services help organizations simplify the administration of IT assets, gain better control over their architectures, reduce IT costs, eliminate risks, and improve service levels. Designed to be both powerful and intuitive, SAManage solutions combine robust functionality with ease of use and modern Web application usability. Additionally, as the only SaaS IT Management service built on a true multi-tenant infrastructure, SAManage offers performance, reliability, and extensibility that is far superior to other tools on the market today.
“Our goal was to build a fully-integrated IT Service Management solution that was rich in functionality, yet extremely user-friendly. Since enterprise IT Service Management products have always been notoriously complex, we wanted to introduce Gmail and Facebook-like usability," said SAManage CEO, Doron Gordon. "The addition of an enterprise service desk offering to the SAManage IT Management Suite represents an important milestone for the company, as we deliver on our on-demand IT management vision."
Key features of the new SAManage Service Desk include:
ITIL-based - including Incident, Problem, Change, and Release Management, with an integrated Knowledge Base and Service Desk.
Company portal - users can submit support requests via a personalized support page, and log in to the portal to view real-time incident status.
Collaboration - users can collaborate with IT help desk members through email, to provide additional information required to resolve the incident as promptly as possible.
Knowledge capture - comments and resolutions can be captured from each incident, creating a comprehensive information repository that streamlines issue handling.
Time tracking - IT help desk teams can capture time spent working on incidents, to measure and improve efficiency.
Automatic tagging - tags incidents and solutions automatically, to better organize information, and make it easier to manage data and find related items.
Email integration - automatic email notifications about incident creation, updates, and new comments enhance communication.
Asset service history - incidents and problems can be associated with assets, for end-to-end tracking of service and repair histories.
Customized support flow - ticket types and auto-assignment rules can be customized, to optimize support processes and share workload with other team members.
Flexible setup - personalize and configure your service desk to meet your current support processes and business needs.
Pricing and Availability
The SAManage IT Management Suite is available immediately via the SAManage website at http://www.samanage.com. The SAManage Service Desk is a subscription service priced at $500 per IT user/year, with volume-based discounts available.
SAManage is a leading global provider of on-demand IT management solutions that help organizations better control their IT inventory, organize licenses and contracts, detect risks and license compliance gaps, and provide IT help desk service. SAManage empowers companies of all sizes with IT management capabilities that were previously available only to large organizations, making it easy to automate and simplify the daily tasks associated with establishing IT governance, control, compliance, and user satisfaction. For more information, or to sign-up for a free trial, visit http://www.samanage.com or call 1-888-250-8971.