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Samanage

By Samanage Ltd.  (Free)
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Samanage provides cloud based IT service desk and asset management software that helps companies successfully manage their IT environment. It uses an innovative ITSM platform that automates and simplifies day-to-day tasks and is a great service desk solution with stacks of convenient features that run from a cost efficient cloud service. It provides superb tools that help IT managers adhere to ITIL best practices when delivering support services in large IT operations.

One notable feature that shows Samanage's enterprise focus, is its single sign-on (SSO) functionality. Samanage supports SSO via Google Apps or Microsoft Active Directory. This is truly a useful feature for IT administrators, as they will be able to ensure a slick SSO experience for users with Google Apps accounts, Active Directory credentials, or OneLogin via LDAP.

Dashboard
Samanage stands out from the crowd in its Dashboard features and the array of reports that it can generate. Upon login, the Dashboard is where users are automatically placed and while it’s intended to provide you with an immediate insight into what's going on across the organization, there are a huge number of metrics, graphs, and KPIs here. The Dashboard can be customized by administrators to slim down and de-clutter this area on an individual basis to make it more aesthetically pleasing. The horizontal global navigation has been designed to enable you to view maintenance tasks. From here you can track inventory, add contracts, monitor service desk ticket priority, and generate reports.

Ticketing and Incidents
A key feature of Samanage is the ability to track your assets via a ticketing system, which can then be monitored and statistically analyzed. The data will provide key insights into the amount of time it took to assign, resolve, and close tickets. Samanage can also process common tickets via an automated service catalog. With this tool, you can define processes for new asset assignment; it processes the ticket based on pre-defined system configurations and then forwards it to appropriate stakeholders. Samanage also has the option to create incident tag clouds, which enable you to categorize cloud-based incidents.

QR Codes
Mobile asset management tools give businesses transparent insights into their inventories. By utilizing Samanage’s asset management module for mobile devices, you can make great use of this technology. QR codes can simplify asset management as the system automatically generates QR codes when you add an asset. All you need to do is take a snapshot of the QR code on a smartphone. This code will then be used during ticket management to provide service desk technicians with the asset’s details.

Integrations
Samanage has good integrations via Zapier with more than 200 supported apps. Samanage currently offers an array of out of the box supported apps, including Google Apps (SSO and self-service portal), Zendesk, Okta, OneLogin, Citrix GoToAssist Remote Support, along with CA SiteMinder and CA CloudMinder.

Pricing
Samanage uses a subscription pricing model that starts from $2400.00/year with a free 14 day trial available (No Credit Card required). Samanage offers an ‘individual’ pricing structure based on the number of Service Desk seats, as well as the number of manageable assets. Samanage offers either the stand alone asset management solution, or a combo with service desk management. They do offer special rates for education, government, high-volume users and non-profit organizations.

Bottom Line
Samanage's IT Service Desk and Asset management suite, has numerous features. It offers a free trial and it includes professional ITIL service management tools. With mobile asset management tools (such as QR Codes, that provide clear asset tracking and SSO functionality), Samanage has the edge on other help desk solutions on the market.

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