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4.6 out of 5.0 (197 ratings)

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  • 5 out of 5.0, Reviewed

    Product(s): Samanage

    Implementation was easy needs more followup after implemenation

    Overall Comment

    The vendor is usally responsibe when there are questions.

    What one piece of advice would you give other prospective customers?

    Make sure you document processes as there is little to know doucmenation on Samanage.

    What do you like most about the product or service?

    Easy to use.

    What do you dislike most about the product?

    n/a

    What one thing do you wish the vendor did differently?

    More documenation.

    If you could start over, what would your organization do differently?

    Nothing


  • 4 out of 5.0, Reviewed

    Product(s): Samanage

    Very good ITIL cloud portal with solid features. Does need time to mature some features.

    Overall Comment

    Their support is quick to respond but you don't always get the answer you want. I integrated Active Directory into Samanage with an automated internal scripting process - this took a good amount of time and effort and many features I had planned for had to be scrapped. This is due to the fact that outside the canned reporting in the cloud portal, data has to come in XML format using a RESTful API. It does work however. They do have a partner for this kind of integration, OneLogin, however they were just as expensive as Samanage itself, and in our dealings they broke their original word to us. That said, it has many great features and is secure enough for a large HIPAA compliant org, and has some ITIL built in(needs work). If i had a choice between fixing what i don't like about Samanage or changing software, I would stay if I could.

    What one piece of advice would you give other prospective customers?

    If you require AD integration, or hate the RESTful API, look elswhere. Otherwise this is good Service Desk software and warrants a test drive.

    What do you like most about the product or service?

    Its speed and simplicity. You can get started right away with very little training as the interface is very user friendly.

    What do you dislike most about the product?

    RESTful API, and no AD integration without the scam artists known as "OneLogin". Also it does support ITIL but it is not "complete".

    What one thing do you wish the vendor did differently?

    It seems to me that they need more engineers back there. Also changes do seem to get made without alot of notification, although these are rarely if ever with any sizable consequence. They also need to flesh out the ITIL structure more.

    If you could start over, what would your organization do differently?

    Since AD integration was important to us, I would pick a software that supported it natively. Also choose one with a different API than RESTful.


  • 5 out of 5.0, Reviewed

    Product(s): Samanage

    Swift & Smooth Implementation, Great Support Team

    Overall Comment

    Overall it was a good experience having this product to further assist us with our IT Asset Management. There are features that we did not think available in the bundle such as contract records, etc.

    What one piece of advice would you give other prospective customers?

    Ensure you have a strong team that is going to enforce the flow that you're planning to. Understand the flow and adjust accordingly whichever suits your environment.

    What do you like most about the product or service?

    Easy to use. Very user-friendly. Basically, you'll get around in a few days. Cool dashboard and reporting feature.

    What do you dislike most about the product?

    Dislike the fact that it is hard for me to find something that I dislike about this product.

    What one thing do you wish the vendor did differently?

    To include Linux during the early stage of deployment.

    If you could start over, what would your organization do differently?

    To enforce a policy / process of how IT assets should be handled by end users. End users are the most important component of making a deployment successful, especially as this one. Basically, they need to know the 5 Ws of this whole process.

    Product capabilities - overall comment

    I am not surprised if Samanage comes with new cool features as time goes by.


  • 4 out of 5.0, Reviewed

    Product(s): Samanage

    Great implementation support, and very responsive to our questions and needs.

    Overall Comment

    The vendor did a great job of assisting us throughout our implementation project and has been very receptive to feedback about the product and its features.

    What one piece of advice would you give other prospective customers?

    Capture thorough data about the quantity, type, and as many other characteristics as possible of the work that you do.

    What do you like most about the product or service?

    It scales well, for both very small single purpose workflows or very large, high throughput workflows.

    What do you dislike most about the product?

    Organization or customization of UI is somewhat lacking.

    What one thing do you wish the vendor did differently?

    There's a variety of elements throughout the front-end and back-end UI that leave a lot to be desired, and overall suggest not much depth in user or UX testing for many features.

    If you could start over, what would your organization do differently?

    Understanding our ticket workflows, resource impacts, and the performance metrics we wanted to capture would have helped us greatly in both selection and implementation.


  • 4 out of 5.0, Reviewed

    Product(s): Samanage

    Great tool for auditing and tracking everything in.

    Overall Comment

    We have had great support with Samanage customer service.

    What one piece of advice would you give other prospective customers?

    Be prepared to go through a few hours of sales, as well as demo before working WITHIN the product.

    What do you like most about the product or service?

    The fast and friendly service.

    What do you dislike most about the product?

    How long it takes for new features to be implimented, and the how reports cannot be shared between more people, and have multiple people be able to change those reports.

    What one thing do you wish the vendor did differently?

    Purchase licenses through an online portal rather than call in every time.

    If you could start over, what would your organization do differently?

    Be sure to outline how to get in contact with people.


  • 4 out of 5.0, Reviewed

    Product(s): Samanage

    Great intitive interface.

    Overall Comment

    Samanage allows our company to easily assist end-users and take account of day-to-day operations. The asset management works like a charm, allowing a clear and concise format. However the gui still needs work, no wow features.

    What one piece of advice would you give other prospective customers?

    Take you time and investigate what your company truly needs.

    What do you like most about the product or service?

    Asset management works like a charm.

    What do you dislike most about the product?

    The lack of third-party applications.

    What one thing do you wish the vendor did differently?

    Allow more functionality with third-party applications.

    If you could start over, what would your organization do differently?

    We would have gone first with this company than ServiceNow.


  • 4 out of 5.0, Reviewed

    Product(s): Samanage

    Cloud based help desk easy to get going with minimal resources

    Overall Comment

    Samanage fits our company well for providing a help desk with email and portal capabilities along with asset information

    What do you like most about the product or service?

    users can email or go to a portal to get support, employees can create kbs, and i can create rules for excalation.

    What do you dislike most about the product?

    dont like having both resolved and closed statuses as its confusing.

    What one thing do you wish the vendor did differently?

    tie users to hardware better

    If you could start over, what would your organization do differently?

    fix active directory before delpoying.


  • 4 out of 5.0, Reviewed

    Product(s): Samanage

    Great software, needs some oomph

    Overall Comment

    Software is "green" and a lot of expected features have yet to be rolled out. That being said, the software is still a very strong option, especially for newer IT departments, as the department can grow with the software.

    What one piece of advice would you give other prospective customers?

    Know and understand all options to make sure the software is a fit for you/your org

    What do you like most about the product or service?

    Easy to implement, well documented

    What do you dislike most about the product?

    Slow/unresponsive support and lack of common sense, industry standard features

    What one thing do you wish the vendor did differently?

    Better support - very difficult to get someone by phone (rings forever/on hold, and then randomly throws you into a voicemail box). When messaging through the web chat option, sometimes messages are missed and never responded to.

    If you could start over, what would your organization do differently?

    Evaluate all possible options with a stronger internal evaluation team


  • 5 out of 5.0, Reviewed

    Product(s): Samanage

    Easy to use interface, ease of end-user functionality

    Overall Comment

    Very easy to use interface, ease of end-user functionality. Report function is very useful along with the ability to sort tickets

    What one piece of advice would you give other prospective customers?

    Give it a try

    What do you like most about the product or service?

    Ease of use and format

    What do you dislike most about the product?

    n/a

    What one thing do you wish the vendor did differently?

    n/a

    If you could start over, what would your organization do differently?

    n/a


  • 4 out of 5.0, Reviewed

    Product(s): Samanage

    Lots of features that we continue to utilize

    Overall Comment

    I appreciate the transparency with their service uptime and availability. We continue to find new ways to utilize the services that Samanage provides. Our account rep is responsive and helpful.

    What one piece of advice would you give other prospective customers?

    Utilize custom tags and catergories from the start to simplify searching for tickets.

    What do you like most about the product or service?

    Ease of use and feature rich

    What do you dislike most about the product?

    Sometimes email and service can be bogged down or slow.

    What one thing do you wish the vendor did differently?

    The search functionality could be improved.

    If you could start over, what would your organization do differently?

    We would have implemented more of the features from the get-go. We may have also paid for the OneLogin service that is included in our partner program with Samanage so that we could use OneLogin services for other apps.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(165)
4.6

Ability to understand your organization's needs

(180)
4.6

Timely and complete response to product questions

(183)
4.7

Pricing and contract flexibility (pricing and terms)

(164)
4.5
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(189)
4.6

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

I don't know

9 - 12 months (<12)

6 - 9 months (<9)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(114)
4.3

Ease of integration using standard APIs and tools

(143)
4.2

Quality and availability of end-user training

(155)
4.3

Ease of deployment

(178)
4.7
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(188)
4.7

Did you purchase a support package from the vendor?

Yes

No

I’m unsure


Timeliness of vendor's response

(172)
4.7

Quality of technical support

(178)
4.6

Quality of peer user community

(158)
4.4
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(197)
4.4

Incident and Problem Management

(179)
4.6

Change, Configuration and Release

(160)
4.4

Self-Service/Request Fulfillment

(167)
4.5

IT Knowledge Management

(170)
4.4

Reporting and SLA Management

(166)
4.2

Process and Workflow Design

(159)
4.3

Data Source/ITOM Tool Integration

(133)
4.2
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Maintenance and Support

Rollout and Install

Technical Assessment

User Training

Application Lead

Development/Integration

Vendor/Product Selection

Functional Assessment

Vendor Management

Executive Sponsor

Other...


What other vendors were considered?

Zendesk

Spiceworks

SolarWinds

ServiceNow

Freshdesk

Samanage

LANDESK

ManageEngine

BMC Software

Atlassian

Microsoft

SysAid

CA Technologies

Cisco

Cherwell Software

Heat Software

IBM

HelpSTAR

TOPdesk

IssueTrak

Axios

Omnitracker

OTRS Group

TeamDynamix

1E

Adaptiva

Agiloft

Alemba

EasyVista

Hewlett Packard Enterprise

Hornbill

iSupport

ITRP

SAP

Sunview Software

Symphony Summit

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve business process agility

Improve business process outcomes

Improve compliance and risk management

Cost management

Enhance decision making

Drive innovation

Improve supplier or partner relations

Reduce time to market

Drive revenue growth

Other...


What were the key factors that drove your decision?

Product functionality and performance

Overall cost

Strong customer focus

Strong services expertise

Breadth of services

Product roadmap and future vision

Strong user community

Financial/organizational viability

Strong consulting partnership

Pre-existing relationships

Other...