Samanage Service Platform: A Cloud-Based ITSM Platform Built to Centralize Services and Support Management Across Departments and Industries

Samanage Service Platform: A Cloud-Based ITSM Platform Built to Centralize Services and Support Management Across Departments and Industries

TL; DR: Based in North Carolina near the state’s famous Research Triangle, Samanage provides more than 1,700 customers worldwide with cloud-based asset and service management tools built with the employee in mind. The company’s ITSM platform is smart and intuitive, enabling companies to efficiently manage the services within their organizations. From IT to HR and finance, the next-generation software helps stakeholders streamline their processes with the strategic use of artificial intelligence, implementation of advanced methodologies, and integration with Salesforce.

When it comes to employee retention, first impressions count. A seamless training process has been consistently linked with a decrease in turnover — so much so that new hires are 69% more likely to stay with a company for three years if they’ve gone through proper onboarding.

Today, stellar onboarding is a reflection of the technology behind it. And few companies know this better than the folks at Samanage.

“Employee onboarding can be a bit of a challenge for a couple of reasons,” said Steve Stover, VP of Product and Alliances at Samanage. “One is that the processes are manual and there are many stakeholders involved — somebody in IT has to provision your user account and add an email address and potentially a CRM account.”

Then there’s an introduction to the company’s learning management system, the benefits enrollment process, and payroll considerations. Miss any one of these steps, and you’ve hit a sour note with your new employee from day one.

Steve Stover's headshot and the Samanage logo

Samanage’s Steve Stover told us the company’s ITSM platform helps organizations centralize service management.

On the other hand, an organized, well-thought-out approach sweetens the employment deal significantly. To that end, Samanage provides an IT service management solution that guarantees a snag-free onboarding process.

“There’s a lot of structure we can put around it in a very easy-to-use interface,” Steve said. “You can ensure a very orderly and process-driven approach to onboarding your employees instead of having a bumpy experience where certain elements are forgotten.”

Since 2010, Samanage’s cloud-based asset and service management tools have helped companies simplify and automate tasks of all kinds throughout their organizations. More than 1,500 customers around the globe rely on the company to deliver a superior employee experience fitted around individual need. Now with predictive AI capabilities and an innovative partnership with Salesforce, Samanage continues to evolve its ITSM platform to better serve end users.

Delivering an Employee-Focused ITSM Solution for All Market Segments

Samanage was founded in 2007 by Doron Gordon, who brought the company’s initial asset management product to market in 2010 after a three-year development period.

“After we started iterating on it a bit, we said, ‘We know we can help you solve asset management problems, but what other kinds of problems do you have?’ That’s what started us into the service desk space,” Steve said.

Samanage launched its service desk product in 2011 and has continued to seek expansion opportunities ever since. Steve told us the company has gained a lot of traction in the IT service management space, and businesses worldwide are noticing.

“Our IT customers started deploying things like our service catalog, which provides a workflow-driven interface for requesting and delivering IT services throughout an organization,” Steve said.

The process went smoothly, and it wasn’t long until customers realized they could leverage the tool in other areas of their organizations — specifically within human resources. The trend led Samanage to develop a new category of solutions: Employee Services.

“That’s going to be a very key part of our strategy moving forward,” Steve said. “Being able to easily deliver and manage services so that everyone can use some portion of our product to get their work done every day is really what we’re focused on from a vision and mission perspective.”

Samanage for Salesforce — Making Your Team Your Most Valuable Asset

Samanage’s expansion soon caught the attention of Salesforce’s corporate investment group, Salesforce Ventures.

“About two years ago, Salesforce Ventures approached Samanage with the opportunity to invest,” Steve said. “They were trying to look for a strategic partner with experience in the space to deliver IT service management on the Salesforce platform.”

For Samanage, the offer served as a stamp of approval.

“To attract Salesforce, both as a partner as well as an investor, was a really good validation of what we’re doing in the space,” Steve said.

Samanage accepted and, together with Salesforce, began developing solutions to centralize the service desk experience on the Salesforce platform. With Samanage for Salesforce, organizations of all shapes and sizes can remove digital silos, consolidating the service desk experience on the Service Cloud and Community Cloud.

Ultimately, the solution helps companies provide better internal customer service.

“The understanding that many companies are coming to, in a slightly different way than they have in the past, is that they need to treat their employees like they do their best customers,” Steve said. “Employees are the most significant asset any company has.”

Multi-Tenant SaaS Enhanced by the Strategic Use of Machine Learning

A surefire way to enhance employee satisfaction is to ensure workers are not bogged down by manual processes.

“If you automate all of their service management needs, they have more time to contribute to the business in more innovative ways,” Steve said.

With that in mind, Samanage leveraged its architecture to take advantage of AI’s ability to solve practical problems. Steve noted that Samanage’s multi-tenant SaaS implementation allowed the company to develop AI-driven solutions. It’s a benefit born directly from Samanage having easily accessible data across its customer base.

And, as Steve told us, Samanage takes a measured approach to AI.

“We’re very pragmatic in our strategic innovation,” he said. “We’re focused on delivering solutions through AI technology that solve real-world, practical problems.”

The company’s machine learning capability predicts categories and subcategories for service desk tickets based on title and description to simplify the routing process.

“Since the very beginning of service desks, there has been this problem around categorization, meaning you have to set a category to ultimately assign an incident to the right team,” Steve said. “The worst scenario is someone sits in front of a queue and does categorization manually — that’s very expensive. We can automatically create those categories based on what end users are putting in.”

The focus is on making the employee more productive.

“It’s very efficient and makes sure that we do everything we can for our customers to provide timely service.”

What’s Coming: The ITIL Service Desk and Asset Management Dashboard

Samanage continues to invest in AI, including in the use of a smart information technology infrastructure library (ITIL) framework as a management methodology. The framework provides a set of best practices for managing IT services, developments, and operations.

“One of the challenges our customers have is that there’s a wide level of maturity — low, medium, and high,” Steve said. “The difference between a low- and high-maturity company is the ability to implement ITIL processes. When you’re a low-maturity customer, you’re really focused on firefighting, and you have to figure out best practices all on your own.”

Steve said service desk technicians in low-maturity companies are often “running like crazy” to restore services to end users.

“Best practice says you should actually go look for similar incidents that are open or have been solved in the past,” he said. “One of the things our AI technologies do is create those suggestions to find similar incidents.”

ITIL also helps identify issues on a large scale through problem management.

“Eventually, when you have so many tickets open, you need to get to a root cause analysis and address the real problem, rather than finding workarounds,” Steve said. “We’ll be able to automatically suggest when the problem management process should be followed through.”

Problem management is a key step in taking a company from a low- to high-maturity level.

“That’s where we can really make a difference in helping our customers get the most of our solutions without having to implement processes manually,” Steve said. “That’s a big win in the industry — nobody else is really doing it.”

Christine Preusler

Questions or Comments? Ask Christine!

Ask a question and Christine will respond to you. We strive to provide the best advice on the net and we are here to help you in any way we can.