Review of Samanage: Features and Pricing of the Top 2016 Service Desk Software


samSamanage is a leading ITIL-ready IT service desk and asset management application. It can be used to streamline your IT support workflows and you can get complete visibility of IT assets from purchase to depreciation. In our Samanage reviews we detail the benefits, pricing and more about this software.

Benefits of Samanage

  • One of the benefits we consistently note in our Samanage reviews is that it it is an ITIL ready service desk packed with useful features
  • Offers robust reporting and intuitive dashboards
  • Dual SSO capability
  • You can get complete visibility of assets’ lifecycle
  • Self-service portal, knowledge base, and service catalog to offload routine tasks
  • Scalable to meet the needs of both small and medium companies as well as large enterprises

Key Features for IT Service Desk

Samanage follows the Information Technology Infrastructure Library (ITIL) regulations, which means it offers all the important features needed to support large IT service operations. These include standard ticketing, and change, incident, and problem management.

Samanage can be used to streamline your company’s service requests and delivery flows by providing all employees clearer visibility of their requests. Agents can quickly raise tickets that contain all the crucial information. The main view shows all ongoing, pending, and resolved incidents. It can be configured to show important data such as sender, receiver, and due dates.

The asset management feature offers a comprehensive view of the asset’s lifecycle from its purchase to disposal. You can view important data on the asset such as performance, location, and specs. If your company is implementing a BYOD (bring your own device) policy, you can track company laptops and mobile devices through Group Policy or Domain Login scripts.


It’s Intuitively Designed

Samanage’s Dashboard offers in-depth details on all IT-related incidents across your company. Values are presented in metrics, graphs, and key performance indicators (KPI) to provide managers the big picture. Samanage seamlessly supports dual single sign-on (SSO) capability. After signing on, users can be delegated the full range of roles and access levels as per the need. If you have no need for extra features, you can avoid subscribing to them during price quotation.

Makes Your Support More Efficient

Routine tasks can reduce the efficiency of your IT service. You can offload routine tasks from IT support by creating a self-service portal with full service catalog capabilities. The IT service catalog enables you to define and publish the offered support services on your site. The catalog also minimizes nuisance requests. Your IT support agents can document best practices and common issues in the knowledge base for self-help to reduce their workload. The knowledge base is supported by a stable ITIL-compliant backend.

Samanage’s Service-Level Agreements (SLA) offer the following: set service targets and alerts, deliver support commitments, measure performance, and track response time. The SLA is useful for regular security checkups. Missed tasks send off alerts to warn the IT support to do the needful. Other key features of the Samanage SLA are: setting of business hours, robust reports, problem management, automated alerts, and daily grading view.


Overview of Samanage Features

  • Always up-to-date
  • Automatic classification
  • Built-in best practices
  • Contracts and Licenses
  • Crowdsource printers
  • Drag and drop setup
  • Fewer clicks
  • Integrations suite
  • Invisible patches
  • IT Asset Management
  • IT Service Catalog
  • IT Service Desk
  • Knowledge base
  • Mobile access
  • No-regrets undo
  • Problems and Changes
  • QR audit tool
  • Reports and API
  • Risk detection
  • Risks tab
  • Self-service portal
  • SLA management
  • Snapshot view
  • Tailored dashboard
  • Warranty sync

Problems Solved By Samanage

Lack of reporting features with little visibility into important data: Samanage offers IT teams valuable insights into their IT organization. The Samanage dashboard shows the current status of pending tickets, reporting around service requests, and customer satisfaction. Organizational leaders can use the reporting, insights, and measurability provided by Samanage to understand the true value of their IT support.

Complex Applications that are not scalable: Samanage offers technicians the agility to streamline delivery processes and business service requests from IT to HR to Procurement. Samanage is a SaaS application that is continuously improved by the vendor who uses customer feedback for the purpose. There are no “releases” or “versions”; Samanage updates itself seamlessly without interrupting the service, offering users quick time to value.

Difficult implementation: Samanage’s support team provides excellent service right from purchase to the implementation of the product. Support is offered through phone, live chat, social media, and community forum, and customers can also give their feedback on their experience.

Pricing of Samanage

Samanage offers price quotes depending on the number of agents (ticketing) and devices (asset management). It also offers rates for unlimited agents and assets.

You can contact Samanage’s customer support for more information on the price quote. The vendor offers a 14-day free trial to help users test drive the features.

Price quotes are offered for:  

  • IT Service Desk
  • IT Asset Management
  • Integrated IT Solution



About Author

Kate Stephens is a young and creative graphic designer as well as the mastermind behind her own startup company aimed at providing customers with reliable and often cheaper alternatives to various popular brands and products from all possible markets.

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