Samanage is now SolarWinds® Service Desk.
The IT director at Tyonek Native Corporation had experience with other IT service management solutions. Beginning with a clunky, on-premise help desk and asset tracking solution that required script files on each machine. With this solution, his team consistently found that it was difficult to get the correct reports and files they needed sent correctly to the centralized server.
The Tyonek IT team then moved to a new cloud-based help desk and asset tracking solution. When this solution migrated to a new data center, the Tyonek team found themselves in the midst of outages, sometimes lasting two to three days. Not only did they have more consistent outages, the pricing was going to increase significantly with these changes. Tyonek knew it was time to search for a new solution, hoping that the third time would be the charm.
After the large price increase they just faced with their previous solution, the IT director did not want Tyonek in that situation again, so as they began to consider solutions, price was the number one criteria on the list.
The Tyonek IT team also was looking for a cloud-based IT service management solution that would limit the amount of time they spent waiting on outages to be resolved. They also needed more than just the standard help desk or asset management tools. It had to be a simplified solution that could handle both. They needed to be able to have a clear view of the assets that were in across the United States.
Tyonek IT began a search for a new solution on Google, where a simple search for “IT service management” led the IT director to the Samanage website. With Samanage hitting on almost all of the criteria Tyonek was looking for in it’s next IT service desk and IT asset management solution, the choice was clear.
Tyonek’s IT team started with a 10-day trial where they logged and redirected their exchange accounts through Samanage. They ended up doing their asset deployment through the portal and within 40 minutes to an hour they were able to start seeing their assets from around the country. “Overall the implementation probably only took us about an hour,” said the Tyonek IT director. “It was pretty quick and painless.”
Tyonek’s IT team found that from the start the Samanage team would go above and beyond to ensure that their needs were met. Initially, Tyonek had an issue with another vendor that would be integrating with the Samanage solution. They were pleased when a Samanage representative offered to join a conference call with Tyonek and the vendor. “The Samanage rep came prepared and brought up great points on the call. The issue was addressed and taken care of within a couple of hours,” said the director.
The Tyonek IT team has now been using Samanage for almost three years. The single sign-on capability that Samanage provides still continues to be a huge value add for the team. It has led to less password reset requests and made it easier for end users to reach the service desk team, without having to take additional time to remember a new login.
With a small IT team, Tyonek has been able to utilize some of the robust reporting functions and keep a better eye on ticket time, ticket assignees, and closed tickets based on the different departments throughout Tyonek. They have found that the reporting capabilities have helped the most with their Microsoft software management. “We can now quickly and easily pull and calculate how many machines have Office, Project, Visio, and more, at any point in time,” said the director.