The type of technology used within an enterprise is changing and evolving. Many times, it can feel like the decisions regarding the adoption of technology and processes are going in a thousand different directions. Developing a plan that best meets the business objectives is critical to the success of the service and support team. This means that IT leaders have to change their focus from just the software and hardware and remember that there are larger business objectives for them to meet and trends to get ahead of.
A great pain point IT organization leaders face is seeing into everything that is happening throughout the organization. Visibility empowers IT leaders to gain awareness and control, while identifying key performance gaps and better understanding the root causes. With the Samanage Enterprise Service Management platform in place, IT leaders are gaining unprecedented visibility, stepping outside of IT, and changing their organization.
“The visibility through Samanage has made the teams think about what their people do and how what they do fits into the overall chain. It’s very easy to silo what you do and to not think about how that contributes to the whole service. By actually being able to see the tickets — to see the process and everything that you do — it helps deliver exceptional service to the client.” – Tom Reid, Yorkshire Water
“The visibility we now have is due to Samanage and how it relates all of the information, from the service request to the incident, to the problem escalating to a change. The bonus is that it relates all of that to the assets.” – Yagoba Gutierrez, Lucania Gestión
“With Samanage, we have the visibility to get a real understanding of workload, the types of issues coming in, and how often they come through.” – Adrian Lopez, Rocket Fuel
“Not only are we able to track any IT issues, we can also use Samanage to look at trends over time and get visibility of larger issues throughout the organization, such as training requirements.” – Anna Hewlett, Austin Fraser
“Samanage lets us be more collaborative and do our jobs a lot better. The opportunity to track and have visibility into what are our biggest problems will give us the support we need to modify and improve processes in the future.” – Chris Capelton, Gourmet Trading
“With Samanage, everything simply got clearer in every respect. Every request is done through the system or does not exist for us, I have a clear view on how each technician’s time is spent, and having Incidents, Problems, and Changes has helped me to better train the team on assessing problems and documenting solutions.” – Sebastian Pereira, Santex
To hear more from Samanage customers on their implementation, experience, and successes visit our customers page.