Manageable Management
January 29, 2018
Manageable Management
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Samanage
Samanage is an ITIL based SaaS for help desk ticketing, change management, and asset management. It helps us create SLA according to whatever criteria we choose. It also allows us to create a workflow for onboarding and offboarding. Each step of the onboarding goes to the appropriate person or department so a new hire is sure to have the right accounts, equipment and licenses assigned. It also creates a workflow to deactivate and reclaim licenses when a person leaves the company.
- Workflows once set up work very well.
- SLAs and automatic escalation work as you would expect.
- SSO was easy to set up so getting users into the system was no problem.
- Asset management should be synced with OUs in AD.
- Automatic retiring(not deleting) off assets that don't report in after X amount of time.
- It can be sluggish, however this issue is intermittent.
- It has streamlined our helpdesk. Saving time.
- It has greatly reduced calls related to new employees as now items don't get missed.
- It has greatly reduced calls with the knowledge base.
iSupport has all the same features as Samange but the customization is clunky and hard to grasp. The interface in Samanage is much cleaner, it is more modern, and by far is more intuitive. iSupport asset management is agentless, while this has benefits it doesn't catch mobile workers so the agent is really a plus on the Samanage side of things.