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Just Shy of Potential
What do you like best about the product?
Overall the software is nice and has a lot of potential, but is currently far from perfect or ideal
-Simple interface
-Email enabled incident modifications make responses from both users and techs to a specific incident easier and cleaner. Allows for users to respond without having to actually log into Samanage itself.
-Editing certain attributes from either the incident view or a list view is nice, though not always consistent or as fully featured as it could be
-Simple interface
-Email enabled incident modifications make responses from both users and techs to a specific incident easier and cleaner. Allows for users to respond without having to actually log into Samanage itself.
-Editing certain attributes from either the incident view or a list view is nice, though not always consistent or as fully featured as it could be
What do you dislike about the product?
-Search Algorithms are supposedly "relevance" based, but searching for an incident number sometimes doesn't even bring up that incident.
-Service Requests on the surface look nice, generally easy to implement automation of common requests, but are incapable of being interrupted or added to (task system of manual incidents isn't part of the 'Service Catalog' request feature)
-Requested features sit for months or longer with little to no update to status, promised time frames on updates seem to sporadically be delivered on (was previously told Q1 2017 we'd get an update to a lot of the Service Catalog related issues I'd presented in a phone conference with a rep - its now June)
-Notifications are not configurable to the user, only administration. As part of a 'group' i get a notification every time something is touched in that queue leading to 100s or more notifications in a day.
-Automated Ticket routing would be nice if it had more customization. Like the Revice Catalog items, there's very limited custom controls allowed in it.
-Service Requests on the surface look nice, generally easy to implement automation of common requests, but are incapable of being interrupted or added to (task system of manual incidents isn't part of the 'Service Catalog' request feature)
-Requested features sit for months or longer with little to no update to status, promised time frames on updates seem to sporadically be delivered on (was previously told Q1 2017 we'd get an update to a lot of the Service Catalog related issues I'd presented in a phone conference with a rep - its now June)
-Notifications are not configurable to the user, only administration. As part of a 'group' i get a notification every time something is touched in that queue leading to 100s or more notifications in a day.
-Automated Ticket routing would be nice if it had more customization. Like the Revice Catalog items, there's very limited custom controls allowed in it.
What problems is the product solving and how is that benefiting you?
Google account sign in SSO works well with the rest of our Google Apps related business. Usability of Samanage is greater than the previous system we used. Looks cleaner. Cloud based access is convenient for techs not at a computer to access/update incidents
Recommendations to others considering the product:
Get a good demo of the product, twice if needed. Ask a lot of questions - involve the staff that would be using the product in the demo so they know what you're getting them into.
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Great tool that is easy to manage!
What do you like best about the product?
The customization and ease of use are fantastic, but the best thing about Samange is the support from the vendor. Their response times are incredibly fast and they are eager to help out.
What do you dislike about the product?
Nothing not to like. If I had one knock, it would be based only on the feature set still growing. The team is working to expand capabilities and we are eager to see more.
What problems is the product solving and how is that benefiting you?
Business processes and ITIL workflows are being helped along by this tool.
Recommendations to others considering the product:
Consider the support and community around the tool, as well as the tool.
Great for tickets, changes, asset management.
What do you like best about the product?
Samanage is a great tool for incidents, problems, change management and asset management.
What do you dislike about the product?
It needs some work on reporting and I don't like that "Tasks" are removed from "Incidents".
What problems is the product solving and how is that benefiting you?
Helpdesk/Incident response.
Ticket and Change Management
What do you like best about the product?
Intuitive and flexible. Forum available to offer suggested improvements.
What do you dislike about the product?
Nothing currently, but we have not fully implemented.
What problems is the product solving and how is that benefiting you?
Ticket tracking and Change Management
Excellent IT Tool
What do you like best about the product?
The UI is very user friendly and not too busy. It focuses on what is important and helps unfamiliar users of the application to use it.
What do you dislike about the product?
There are some bugs while editing text in a ticket. I also think it's too many clicks to add a user to a ticket (added via email CC). I wish there was a way to just tag a user in a response so they get notified of it.
What problems is the product solving and how is that benefiting you?
Help Desk ticketing system and KB articles.
Great system, needs better trend reporting to truly shine
What do you like best about the product?
Customization without need to engage external resources
What do you dislike about the product?
Trend reporting is just not adequate for a larger company
What problems is the product solving and how is that benefiting you?
Ease of use and customization. Ticket and workflows are easy to setup and manage.
Recommendations to others considering the product:
Make sure you understand the trend reporting limitations
Very Nice Setup, Getting Better All The Time
What do you like best about the product?
Tickets are very easy to manage and update. There are a lot of customizable options
What do you dislike about the product?
Reporting needs to be better, and easier to work with. Inventory also needs some tweaking, as it's a bit unintuitive.
What problems is the product solving and how is that benefiting you?
We struggled while using a different ticketing system. Samanage has made is a lot easier to keep track of our issues and requests.
A year in and going strong
What do you like best about the product?
The Samanage interface is clean and simple. SaaS based functions mean that when I update a status item that it is updated right away. For service management, there are some handy features such as the ability to leave private comments, or to direct incoming requests based on content/ keywords, or to gather customer feedback in a way that makes it simple to review or query.
What do you dislike about the product?
When it comes to extending the functionality or adding new features, it can be difficult to truly know when something is coming. Case-in-point: we had heard that certain automation features were coming as of a date certain. On said date, our account manager said it was delayed and could be up to a six month wait. Two days later the feature was delivered without fanfare.
What problems is the product solving and how is that benefiting you?
We have a single system for all of our service and asset management. The two functions are largely separate, but they are accomplished within the same system so we don't have to maintain two lists of our users. While integration with 3rd party products isn't what I would call a strong suit, we are getting some of the essential integrations accomplished (with some heavy lifting on the front end. ) We benefit from having ITIL-formatted functions in a single view (Incidents, Problems, Changes, Releases, Solutions, etc.)
Recommendations to others considering the product:
Do your homework. We compared several solutions but went with Samanage based on everything that we reviewed. If the solution has what you need out of the box, great. If you need customization, it could be a tougher decision.
All that, and a bag of chips
What do you like best about the product?
I enjoy that Samanage is easy to use, and very intuitive. It is set easy to set up and can be used almost straight out of the box. The program has a wide range of features that are customizable to any organizations needs.
What do you dislike about the product?
I feel like there are too much customizing needed to be done before implementation of the product. Other than that, I really like the product.
What problems is the product solving and how is that benefiting you?
We had a big issue with our old inventory system, it used to be an excel sheet that was too long for its own good. Using the Samanage Inventory piece, we now know what programs our users are using, and the serial numbers of the computers, and everything that is connected to the computer. This is a huge benefit because it helps make sure that everything is inventoried and accounted for.
Recommendations to others considering the product:
I would highly recommend this product
Growing in their offerings and ability to deliver
What do you like best about the product?
Originally, it was the price and non-profit discount, along with the ease of trying it out. We were just getting started in service management and thought it might help us do it right
What do you dislike about the product?
Either our understanding of service management, or their implementation is making it hard for us to actually get value out of the product
What problems is the product solving and how is that benefiting you?
We've started doing better with our inventory and our purchasing.
Recommendations to others considering the product:
It's hard, but once you're committed, it's hard to change vendors. See if you can try a couple of contenders before committing.
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