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Samanage OverviewUNIXBusinessApplication

Samanage is #10 ranked solution in top License Management tools, #21 ranked solution in top IT Asset Management tools, #31 ranked solution in top IT Service Management (ITSM) tools, and #35 ranked solution in top Help Desk Software. PeerSpot users give Samanage an average rating of 8.0 out of 10. Samanage is most commonly compared to ServiceNow: Samanage vs ServiceNow. Samanage is popular among the large enterprise segment, accounting for 55% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 33% of all views.
Buyer's Guide

Download the Help Desk Software Buyer's Guide including reviews and more. Updated: July 2022

What is Samanage?
"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "
Samanage Customers
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Samanage Video

Archived Samanage Reviews (more than two years old)

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it_user347538 - PeerSpot reviewer
IT Site Administrator at a marketing services firm with 1,001-5,000 employees
It's not only taken over asset and inventory management, but it also has the ability to function across departments. However, some of the reporting metrics could be improved for more granularity.

What is most valuable?

Asset tracking and inventory management, service desk solutions - incidents and self-service portal - and service catalogs are the most valuable features.

Having the data in one place is also important for use of the reporting tools.

How has it helped my organization?

Before Samanage, we were relying heavily on Google apps and humans for record keeping, asset tracking, and using groups for communication (help desk, on-boarding, etc).

Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments. This makes it easy for end users to submit help desk tickets for IT, HR, Finance.

What needs improvement?

Some of the reporting metrics could be improved for more granularity on what you want to report on.

End-point management beyond asset tracking, with the ability to remote wipe, lock, or access computers would be beneficial.

The ability to nest or further function across departments with service catalogs would be nice, too.

For how long have I used the solution?

I started using this product in its infant stages and it's come a long way. There are definitely areas for improvement, but so far, so good.

Buyer's Guide
Help Desk Software
July 2022
Find out what your peers are saying about SolarWinds, ServiceNow, Freshworks and others in Help Desk Software. Updated: July 2022.
622,358 professionals have used our research since 2012.

What was my experience with deployment of the solution?

No major issues encountered.

What do I think about the stability of the solution?

No major issues encountered.

What do I think about the scalability of the solution?

No major issues encountered.

How are customer service and support?

9/10 - the level of support is amazing and the Samanage community is extremely resourceful.

How was the initial setup?

Pretty straightforward. The API's tie into SSO, making provisioning easy. Role assignments are easy to assign and give access (or limit), depending on who is using the product and for what.

What about the implementation team?

Both, as our in-house team worked closely with the vendor. The only advice (and this applies to working with a vendor and implementing any solution) is to be clear with what you are after, ask questions, and communicate effectively across the teams.

What was our ROI?

I'm not too sure what our ROI is with regards to cost and efficiency. I would say its high, but I don't have an exact number for you.

Which other solutions did I evaluate?

  • Heat
  • Zendesk
  • KAOS

Samanage had more functionality working multi-departmental, in the addition to having other features we wanted like help desk ticketing, asset tracking, SLM reporting and integration with SSO.

What other advice do I have?

Reach out to the vendor directly and if you choose to use this product, engage and rely on the community as a resource.

Disclosure: My company has a business relationship with this vendor other than being a customer: We engaged with Samanage years ago before the product evolved into what is today. We have a strong presence amongst the community, in addition to relationships with the development team to provide feedback around the product roadmap.
PeerSpot user