Migrating your existing IT service desk to the SAManage SaaS IT service desk is fast and easy. Just follow the simple steps below:
1. Configuring Your Account
Configure your new SAManage account by setting up your email drop box, self-service portal, defining your support workflows, notification settings and identifying the various users who will be accessing the system, as well as their roles.
2. Transferring Information
You can migrate the historical data from your old service desk tool by exporting it to a .CSV file, then uploading the file into the SAManage system. Or, you can transfer the data automatically using our API.
3. Reporting Incidents via Email
You should configure your current support email address (i.e. email@example.com) to forward all incoming service requests to your SAManage IT service desk email address. This will ensure that all new support tickets are immediately captured in the SAManage system.
You also have the option to set up multiple support email addresses in SAManage. For example, you can set up firstname.lastname@example.org for procurement requests, or email@example.com to report problems related to corporate networks.
4. Configuring the Self-Service Portal
Your customers can use the self-service portal to submit new service requests, or to check the status of requests in progress. To make the self-service portal accessible to them, you can either set up each customer in the portal, or enable one of the many single sign-on options available.
Our IT service catalog option can also be enabled, and rolled out to end users via the self-service portal. This will enhance service and facilitate better communication and collaboration between support teams and customers by allow end users to easily see what services are available to them, how they should be initiated, how long they will take to execute, and who will be delivering them.
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