SMART SERVICE DESK ITSM
Last Updated
Overview
SMART SERVICE DESK ITSM is a flexible customer service software designed to manage the entire service lifecycle. While the modular architecture may initially seem complex to configure, this is outweighed by its ability to reduce TCO and ensure 100% ITIL compliance. Overall, its rigorous standards make it a compelling choice for process handling.
SMART SERVICE DESK ITSM Specifications
- Analytics and Reporting
- SLA Management
- Self-Service Portal
- Live Chat
SMART SERVICE DESK ITSM Features
Workflow Automation
The platform utilizes an intelligent engine to automate business workflows, ensuring automatic ticket dispatch and routing based on predefined rules. This feature streamlines the assignment process, reducing manual intervention and ensuring that incidents reach the right support agents immediately for faster resolution.
Service Level Management
This feature allows organizations to define, monitor, and track Service Level Agreements (SLAs) for compliance and performance. It includes customizable thresholds for automated escalations, ensuring that critical issues are prioritized and addressed within the agreed-upon timeframes to maintain high customer satisfaction.
Service Catalog Management
Users are provided with a comprehensive service catalog that supports various incident and request models. This structured approach allows end-users to easily browse and select the specific services they need, standardizing the request fulfillment process and reducing ambiguity in service delivery.
Integrated Asset Management
The software includes a robust module for managing Service Assets and Configuration Management (SACM), including a CMDB. This ensures that all IT assets are tracked and linked to their respective services, providing visibility into the infrastructure, and helping teams manage changes and risks effectively.
Reporting And Dashboards
Built-in reporting tools and configurable dashboards provide real-time insights into service performance and key metrics. These analytics empower management to make data-driven decisions, identify trends in ticket volume, and continuously improve the quality of support services provided to the organization.
Pros And Cons of SMART SERVICE DESK ITSM
Pros
Easy customization and workflow building
SMART has multichannel methods to log requests and incidents
The audit functionality is incredibly powerful for compliance and tracking
Cons
Users find that the session time-out can be frustrating sometimes
Requires more development on Contracts Management
SMART SERVICE DESK ITSM Reviews
Total 31 reviews
4.7
All reviews are from verified customers
Rating Distribution
5
Stars77%
4
Stars19%
3
Stars3%
2
Stars0%
1
Stars0%
Share your experience
Mining & Metals, N/A employees
“Feature-rich with flexible value”
Pros
The cost is very reasonable the service catalog is flexible and the platform feels full-featured for what I need.
Cons
One thing that would really help for my requirements is a self-asset review feature. There is an alternative way to handle this but having it built in would be better.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Consumer Electronics, N/A employees
“great features”
Pros
The MSP edition delivers strong field service management capabilities and the ITIL-based design fits our needs well. It also helps that the software supports multiple languages, including English and Arabic which makes it more practical for different teams.
Cons
No major drawbacks. The only thing we'd really like to see in future releases is broader business analytics support.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
7
Functionality
8
Information Services, N/A employees
“Powerful web platform”
Pros
One thing that really works well for us is having mobile apps on both Android and iOS, along with a fully web-based setup. Our customers also really appreciate the multilingual support in both English and Arabic. On top of that there are more than 20 modules available across ITSM and GRC so there's a lot to choose from depending on the need.
Cons
I'm not aware of any drawbacks. The support team in the Middle East and Africa has also been excellent.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
8
Functionality
10
Frequently Asked Questions
Does SMART SERVICE DESK ITSM have a mobile app?
Yes, SMART SERVICE DESK ITSM does offer a dedicated mobile app for iOS and Android users.
What language does SMART SERVICE DESK ITSM support?
It is designed to support multiple languages including English, Spanish, French, Thai, and Arabic.
Who are the typical users of SMART SERVICE DESK ITSM?
Typical users include education, government, health, finance, and retail sectors.
What level of support does SMART SERVICE DESK ITSM offer?
SMART SERVICE DESK ITSM offers support via phone lines dedicated to different regions and an online submission form.
Does SMART SERVICE DESK ITSM offer an API?
Yes, SMART SERVICE DESK ITSM does offer an API.
What other apps does SMART SERVICE DESK ITSM integrate with?
It integrates with Active Directory, MS Exchange, Twitter, and VoIP.
What types of pricing plans does SMART SERVICE DESK ITSM offer?
They offer Cloud Subscription, Subscription On-Premise, and Purchased On-Premise plans. Get a detailed SMART SERVICE DESK ITSM cost breakdown tailored to your specific requirements.