Samanage - Top tier ITSM soultion
Updated February 03, 2016

Samanage - Top tier ITSM soultion

Craig Stockman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Service Desk (SSD)

We are currently using Samanage as our ITSM suite including the following IT functions:

  • Incident tracking and management
  • IT Change tracking and management
  • Problem tracking and management
  • IT Knowledge base (solutions)
  • IT Services publish through the end user portal (IT Service Catalog)
  • The interface of Samanage is clean and intuitive. Our users require little training because of the user friendly design.
  • The platform is constantly upgrading through user requests in a strong community based forum. There are many active employees that consistently engage with users and future customers.
  • The product is powerful and robust. It scaled well for over 42 locations with local support teams and corporate support teams.
  • The workflow engine is getting a revamp, as it stands, it can do simple task assignments and approval flows. It will be nice to have more features for the workflow.
  • We have nearly increased our monthly incident tickets by approximately 100%, vs. our old system. This shows that more people are reporting incidents through Samanage over just using direct email and avoiding the ITSM tool as they did previously.
While Samanage isn't as customization as some solutions like SalesForce or ManageEngine, you get a complete suite that just works out of the box. You are able to scale it and customize it to a degree and the product is always being improved. Countless times, we receive community notifications regarding an improvement! We don't have to do anything on our end, this is one of the benefits of a multi-tenant cloud environment like Samange.
Samanage stood out to us among all of its competitors due to pricing, features and the support we received during the selection process. The staff members were extremely knowledgeable and helpful during our implementation. This has continued beyond implementation through the community and direct meetings.

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