This week, The ITSM Review released their report, “Outside IT: A competitive comparison of ITSM tools for use beyond the IT department.”
You might think I’m going to talk about where we “ranked” in this independent review, or pontificate my views on how we do versus the other guys. But that’s not the case. Truth is we’re happy to participate in The ITSM Review’s research. We’re happy to be in good company when it comes to this conversation. And, we’re happy there is finally a real conversation.
There are a lot of great points in the report. They look at how each vendor is positioned in the segment of the ITSM market he’s focusing on to push outside of IT, with an interesting take on the marketing side of it. They described IT’s opportunity to “re-invent” itself within an organization. And, once IT has the right solutions in place, they can focus on becoming a more strategic partner within their organization.
We’re happy they’re reporting on it, because we’ve been seeing this from our customers for some time now. For example, Shvonne Craig from Medfit discussing how her IT team moved beyond the “break fix” mentality and became a higher level contributor in the organization. In fact, many of Samanage Service Desk customers are using us beyond IT already.
We keep an active list of all of the unique ways our customers are using their Samanage IT service desk solution. Here is a sample of that exact list (in no particular order of importance):
- Temp Services Needed
- Name Change
- Address Change
- Dependents Change
- Tax Form Changes
- Department Transfer
- Restock First Aid Kit
- Report Spill
- Office Setup
- Key (Fob) Replacement
- HVAC Issues
- Bulb Replacement
- Monthly Fire Extinguisher Check
- Monthly recurring alert to restock printer/copier supply closet
- Order new kitchen supplies
- Phone Setup
- New Jack Setup
- Purchase Request
- New Vendor Setup
- Buy New Domains
- Web Banner Approval
- Lunch Voucher
- Catering Request
- Travel Approval
- Lunch Voucher
- Airport shuttle request
- Product package complaints
- Product quality complaints routed to Manufacturing/QA team
- Field reps sending tickets to the Manufacturing team
- Monthly recurring tasks for department heads to submit expense reports
Some might think it’s ingenuity. Some might think it takes complicated coding tricks. Or some simple “re-skin” of one department’s process into another. The truth is, it’s all in the workflow. If you have easy-to-use and customizable workflow baked into your solution, anyone can go beyond IT. No complicated coding or re-skinning necessary. Just a smart, code-free workflow. The ingenuity really comes from our customers, who find Samanage so simple that it just works for them.
When we set out to deliver the best cloud-based IT service desk and asset management software experience, we weren’t thinking about all of this, which is the beauty of it all. Our customers didn’t need us to educate them on how to do this. The solution did all of that for us. We never went into this planning to take our solution outside of IT. We just wanted to make a beautiful software solution that IT people would love to use.
Ok, so maybe I am talking about how we do it. But, again, we’re just happy the industry is talking about how IT can deliver the tools they love to other departments. We’re happy to be a catalyst that helps transform their brand from the tech people who “fix things” to internal technology consultants and strategic partners.
In a future blog, we’ll talk about how some IT departments have perhaps been justifiably cautious about offering up their new solution to other departments because of the baggage they carry from years of clunky, hard to use solutions. Solutions they never wanted to share because they would then have to support. But times are changing. They have changed. We see it every day and it’s a cool time to be in IT. And beyond…
About Doron Gordon
Doron Gordon is a successful entrepreneur and the founder and CEO of Samanage. Prior to founding Samanage, Doron was a co-founder and VP of sales and marketing at Continuity Software, a leading provider of disaster recovery and high-availability management solutions. Earlier, Doron was a senior manager at BMC Software, a global leader in IT management software. He was also the founder and CEO at Always-On Software, an innovative application service provider.
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