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Review: Samanage for Outside IT 2014

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Samanage

This independent review is part of our Outside IT Review.

To download the full report as a PDF please visit : http://download.itassetmanagement.net/outside-it/

 

Executive Summary

Elevator Pitch Vendor pitch is around speed of implementation and lack of need for technical input and ease of use.
Strengths
  • Native Cloud application and all clients on current version – simple for non-IT people to implement without IT infrastructure requirements
  • Implementation is focussed on lack of need for training and consultancy – based around ‘intuitive’ product, using videos and other media
  • Vendor (relatively new to market) reports selling and winning against traditional IT service management (ITSM) products on capability, ease of use and ease of implementation – with experience of non-IT implementation
Weaknesses
  • Workflow tool does not have graphic presentation which may be an issue for non-IT users in particular
  • SMB focus – limited implementation experiences in larger enterprises
Primary Market Focus According to the information provided, Samanage primarily targets the midmarket

Commercial Summary

Vendor Samanage
Product Samanage
Version reviewed n/a – continuous deployment
Date of version Release n/a
Year Founded 2007
Customers 500+
Pricing Structure For service desk, prices start at $1,000 per service desk technician for service desk and $12 for each computer asset for Asset Management
Competitive Differentiators
  • Agile and continuous deployment model – customer always on latest version and updates protected
  • Code free deployment using user-friendly interfaces means fast time to value
  • Integrated and simple to use Service Desk and asset management modules aims to save time for agents

Independent Review

Product

In The ITSM Review’s opinion, the solution has a clean interface, which appears to be straightforward and easy to use. Workflows can be built simply using drag and drop.

The solution offers a useful feature to ask for help across IT on tickets without requiring escalation. Good practical usability for scanning tickets – ‘Eye’ function allows scan of details without need to open ticket.

Marketing

Samanage states that the product can be easily developed to provide work management and admin functions beyond IT – e.g. HR, Finance, Purchasing etc. However, no current off the shelf Outside IT applications are marketed/offered.

Current focus is on existing IT customers with a view to up-selling to internal departments at a later date. This means that there is no focus on Outside IT in external marketing activities, however this may change in the future as the company evolves.

Sales Strategy

Growing business replacing legacy on-premise solutions as well as low-end SaaS competitors. Focus on demo or trial early in new engagements with prospective customers as to allow user experience and ease of use to do the selling.

Current Use

Limited implementation experience in large and enterprise markets, with a limited global reach at present compared to established competitors. Some existing bespoke applications built for HR, payroll, purchasing.

In Summary

Samanage offer a SMB focussed ITSM solution that looks to be easy to implement and develop and, according to the vendor, has been used by several organisations for functionality beyond IT. We believe that Samanage is a good competitively priced option for small-to-medium sized looking for general ITSM capabilities.

In The ITSM Review’s opinion, Samanage needs to focus on developing its presence in the ITSM market and find a suitable niche either directly in IT or as a bridge to other Service Management areas. Samanage is currently competing against whole market and this may not be sustainable. The brand could be developed to be more service-specific.

In their own words

“Samanage provides the only true multitenant, unified service desk and asset management cloud solution on the market today. For our customers, that translates into the fastest time to value, higher ROI, outstanding service, and most importantly happy end users. Samanage customers enjoy an “always new” application without ever having to perform any maintenance functions.

Our revolutionary user interface delivers an unmatched user experience, allowing customers to fully deploy a robust IT Service Management (ITSM) solution in less than 2 weeks, easily expand beyond IT, and maximize adoption. End users are empowered through an easy to use self-service portal, and technicians have a full-featured platform available at their fingertips on any device.

Customers achieve instant value with Samanage because they are operational immediately and able to go live in days…in less time than it takes to evaluate other solutions. They have instant, accurate visibility into all hardware and software assets, no matter where assets are located. And because our service desk and asset management is on a unified platform, customers are able to easily connect their people, services, and assets all through the same UI. Visually stunning in-app analytics also enable rapid trend detection and easy access to actionable information.

Samanage’s goal is to help customers deliver a superior service experience to their end users, and real value throughout their organization by improving asset control, empowering end users, and maximizing resources.“

To download the full report as a PDF please visit : http://download.itassetmanagement.net/outside-it/




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