march 4 webinar

© 2015 MetricNet & Samanage | Confidential | All Rights Reserved

Giving benchmarking a total redesign.(And redefining service and support in the process.)



MetricNet’s Benchmarking Experience

Global Benchmarking Database

3,000+ IT Service & Support Benchmarks

70+ Key Performance Indicators

120+ Industry Best Practices

Recognized Industry Leader


Samanage

Service Management People Love to Use

52 COUNTRIES

HQ - Cary, NCSales, Marketing, Finance, Customer Success

Product & Engineering

680 CUSTOMERS

1,000

,000+

MAN

AGED

ASSE

TS

FASTEST GROWING SERVICE

DESK VENDOR 2015 OnCloud 50 Companies to Watchb

2014 Red Herring 100 North America Finalist

2014 Service Desk Institute IT Service & Support Awards Finalist

2014 AlwaysOn Global 250 Winner

R&D - Netanya, Israel


Samanage Differentiators

Beautiful Experience We build enterprise software

that people love to use

Instant Value Clients are up and running

in days, not months

ITIL-ReadyWithout the complexity

Always UpdatedContinuous Deployment

Unified ITSM + ITAM Easily connect the dots among people, assets

and incidents

Code-Free Customization

No professional services needed

1 2 3

4 5 6

“What we saw with Samanage was almost identical to what ServiceNow was offering but much easier to use and customize, and at a better price point."

-- Eric Feldman | Director of IT


Today’s Agenda

Learn how the integrated solution will deliver

significant economic benefits to the

enterprise at large

Hear how Samanage is introducing a new

and totally different approach to Service

Desk continuous improvement

See the new real-time

Benchmarking product, fully integrated in a single ITSM solution


Why Real-Time Benchmarking?

7

COMPAREPerformance of Benchmarking

Peer Group

Company XYZService DeskPerformance

Determine How Best in Class Achieve

Superiority

Adopt Selected Practices of Best in Class

Build a Sustainable Advantage through

Continuous Improvement

Ultimate Objective


The Power of Integrated Benchmarking

Benchmarking is about empowering organizations to . . .

Measure Compare Diagnose Improve Optimize

Benchmarking is about realizing your potential


Goal of BenchmarkingCu

stom

er S

atis

fact

ion

+

_

+_ Cost Per Ticket

Starting Point:Before Benchmarking

After Benchmarking

Best-in-Class Performance Curve Average Performance Curve


But Most Service Organizations are Flying Blind . . .

?What are my Costs?

?What’s my Quality? ?How am I

Performing?

?How am I Trending? ?What’s my

ROI?

?How Can I do Better?


So Why isn’t Everyone Benchmarking?

! !I don’t have the data to do benchmarking

!I don’t have the time to do

benchmarking

!I don’t have the budget to do benchmarking

Our Service Desk Tool

can not produce the

data we need


How Do We Overcome These Challenges?

Automate the data

collection process

1

Integrate Benchmarking into Samanage

2

Provide tools to

measure economic value (ROI)

3

Make price a non-issue

4

Remove all barriers and

provide a viable path to

continuous improvement

5


Introducing


Samanage Benchmarking


Demonstration


Get your personalized Samanage Benchmarking Activation Call

pages.samanage.com/benchmarking-activation

[email protected]

mailto:[email protected]

mailto:[email protected]


Going to HDI 2015 ?

Stop by booth #622 to meet us and get a demo. (And the coolest swag.)


And Attend MetricNet’s Presentations...

Session 107: Benchmark 2014: Global Results for Desktop SupportWednesday, 3/25 @ 10:15 am

Session 401: The Role of IT Leadership in Service and SupportThursday, 3/26 @ 10:00 am

Session 705: Past and Present: 25 Years of Service Desk KPIsFriday, 3/27 @ 9:00 am

Change Transform Disrupt


Poised to

the Service + Support Industry

march 4 webinar

Small Business & Entrepreneurship

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