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© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
Giving benchmarking a total redesign.(And redefining service and support in the process.)
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
Page 3
MetricNet’s Benchmarking Experience
Global Benchmarking Database
3,000+ IT Service & Support Benchmarks
70+ Key Performance Indicators
120+ Industry Best Practices
Recognized Industry Leader
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
Samanage
Page 4
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
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
Samanage Differentiators
Page 5
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
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
Today’s Agenda
Page 6
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
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
Why Real-Time Benchmarking?
7
Page 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
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
The Power of Integrated Benchmarking
Page 8
Benchmarking is about empowering organizations to . . .
Measure Compare Diagnose Improve Optimize
Benchmarking is about realizing your potential
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
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
Page 9
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
But Most Service Organizations are Flying Blind . . .
Page 10
?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?
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
So Why isn’t Everyone Benchmarking?
Page 11
! !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
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
How Do We Overcome These Challenges?
Page 12
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
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
Get your personalized Samanage Benchmarking Activation Call
pages.samanage.com/benchmarking-activation
Page 16
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
Going to HDI 2015 ?
Page 17
Stop by booth #622 to meet us and get a demo. (And the coolest swag.)
© 2015 MetricNet & Samanage | Confidential | All Rights Reserved
Page 18
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