Case Study: Amherst College achieves faster, streamlined IT service management with Samanage

Amherst College Finds Higher Level IT Service Management with Samanage

Amherst College, a small liberal-arts school with about 1,800 students, 200 faculty and multiple teaching labs and an NSF computational cluster, needed to replace an eight‑year‑old Request Tracker system before the fall semester. The IT team faced a tight deadline, widespread staff resistance to changing entrenched processes, and the requirement to meet needs across departments while improving incident management, service catalog mapping, clear ticket states, and data-driven process improvement.

After evaluating 25 products and shortlisting TeamDynamix and Samanage, Amherst selected Samanage for its ease of implementation, community support and price. The college mapped its service catalog into categories and subcategories, added custom states tied to SLAs and business hours (including snow days), improved asset tracking, and strengthened cross‑department collaboration—resulting in faster responses, clearer SLA alerts, and better visibility into where services need improvement.

Amherst College

Luis Hernández

Director of IT Support Services