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Samanage for Salesforce is built on on the Salesforce Service Cloud and provides customers a way to manage employee and customer service operations in an integrated way...

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Your Daily Dose of Service Management Insights

How Digital Transformation is Changing IT Service Management Solutions

In this article, we will look at ITSM through the lens of constant digital transformation, examining how the rise of AI is affecting humans in the IT space; the move to cloud-based self-service; and other modern support strategies.

by Matt Cox on December 11, 2018

Do’s and Don’ts: Things to Avoid When Handling Customer Complaints

In this post, we will examine how to handle complaints, and give you a list of the top things you should avoid when dealing with customer dissatisfaction.

by Liz Beckner on December 6, 2018

How to Use SLAs to Improve Customer Service Satisfaction

Effectively setting and managing customers’ expectations is what drives their level of service satisfaction. One terrific way to set and manage expectations is through the use of service-level agreements, or SLAs.

by Laura Miller on December 4, 2018

Digital Transformation for Higher Education Institutions with IAM

Many IT teams in schools are cobbling together convoluted systems to manage and serve a wide-ranging network of users, from students to faculty to alumni.

by Chelsea Wadsworth on November 30, 2018

Continuing Service Improvement (CSI) Throughout the ITIL Lifecycle

Establishing and refining CSI goals, metrics, and overall strategy ensuring that they are rooted in both your organizational mission and your long-term IT vision is so important.

by Taylor Burgess on November 29, 2018

Improving Incident Response by Uniting Technical & Non-technical Teams

Pre-planning and practicing internal communication in anticipation of the next incident is so crucial to improving your overall organizational response to incidents.

by Matt Cox on November 27, 2018

7 Most Useful Ticket Automation Rules

Automating processes within your service management strategy reduces repeat work to make it easier for your team to get stuff done. Your service management solution should allow you to customize some automation rules to fit the structure of your organization.

by Brendan Cooper on November 21, 2018

Samanage Named a 2018 Gartner Peer Insights Customers’ Choice for ITSSM

The Samanage team is excited to announce that we have been recognized as a 2018 Gartner Peer Insights Customers’ Choice for IT Service Support Management.

by Chris McManus on November 20, 2018

12 Red Flags That Your IT Help Desk Solution is Behind the Times

Take a long, critical look at your IT help desk solution to see if it enables your organization to meet a growing list of demands. If you find any of the following shortcomings, it might be time to look for a new solution.

by Chris McManus on November 19, 2018

3 Service Catalog Items Any Organization Can Use

The more items in your service catalog, the more quickly and efficiently you can serve your employees. The service catalog can effectively handle a number of processes beyond traditional IT workflows.

by Jay Johnson on November 8, 2018