An ITSM For A New Era
John Anderson, Robert Bishop · 2018
In 2015, it became clear to the Library and Academic Technology group at Washington College that the current asset management and support ticketing system was not adequate to handle the demands of a growing campus and catalog of devices to support. That service, GLPi, was supported in-house, and the senior systems engineer in charge of supporting the system had left the college. There was a need to move to a fully supported cloud-based service that could keep up with ever-increasing demands. Through a several month-long RFP process, four vendors were short-listed. Samanage, with its integrated asset tracking and ticketing system at an affordable price point, was the clear winner. Library and Academic Technology needed to adopt the new system at an accelerated pace due to an impending asset audit that was to be completed in the summer of 2016. Samanage's implementation team was incredibly helpful and worked with us to meet all our deadlines. Since 2016, the service has expanded to be used by multiple groups on campus to streamline common tasks and services. There are still many features and processes within Samanage we do not yet use, but have plans to implement in the future.