Samanage is now SolarWinds® Service Desk.
Yagoba Gutierrez, director of information systems at Lucania Gestión discovered the hard way that their asset tracking system, or lack thereof, was not working. One area of concern was making sure equipment was returned any time an employee left the company. “We realized we weren’t tracking assets to the people,” said Gutierrez. “We had to personally ensure that this employee would return all of these company-owned items.”
Gutierrez found that they consistently did not have any guidelines to follow, leaving them unable to streamline systems. Without guidelines in place, all of the knowledge and processes were within the employees, not in a database. And, any time an employee left, the team at Lucania Gestión that knowledge went with them. As a new board of directors moved in to Lucania Gestión, Gutierrez knew things needed to change.
After an Internet search Gutierrez began evaluating different solutions, including ZenDesk, FreshService, and Samanage.
While the main purpose of a new solution for Lucania Gestión was to have an asset management solution in place, the ability to build service catalogs efficiently is something that would help take them in a new direction. As Gutierrez looked into IT service desk and asset management solutions, he realized they needed a tool that could go beyond IT and organize the entire company, from assets to service tickets. A required component of any new solution was that it would need the ability for their systems to tie into an API and link incidents together.
Once Gutierrez and his team found Samanage, “we forgot about all of the other solutions.”
Working with the Samanage team, Gutierrez felt more comfortable about incorporating a new solution into the entire organization, not only IT. He found that implementing Samanage was a very fast process and it was easy to understand the way the software worked. “Samanage’s simplicity and seamless deployment was surprising,” said Gutierrez. “The Samanage Community and Samanage team were great in helping us realize the full potential of the software and how it could meet our needs.”
Gutierrez found Samanage and realized that it was the guideline he had been hoping to find. The team at Lucania Gestión has been able to easily connect their applications with Samanage across the entire organization. Samanage has allowed them to organize and resolve incidents, which can easily reach 5,000 incidents a day.
Streamlining and organizing the various tasks of the team members through the service catalog was the change that Gutierrez needed most in a new solution. With Samanage, Gutierrez has seen the entire company work to get their programs into the service catalog, creating more efficient information flow throughout the organization. “We took the knowledge from what used to be hidden within employee inboxes and put it back into the company, achieving a significantly better working efficiency,” said Gutierrez. “We are a high rotation company, so being able to achieve 100% efficiency in a short timeframe is a direct profit.”
“Before Samanage it was like I was floating in the ocean and Samanage was my life raft,” said Gutierrez. “And, it saved my life.”