SMART SERVICE DESK ITSM Reviews

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.

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.

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.

Pros

Working as a reseller, we see this as a highly adaptable solution that can be customized to different customer requirements, whether it's a large-scale rollout or a smaller deployment.

Cons

Only thing I'd really like to see is support for mixed authentication modes, such as SSO alongside database users. I'd also like the newer UI enhancements to be extended to the support staff side.

Pros

Getting started with it is very simple and the interface feels simple to use. It applies ITIL in a way that doesn't feel complicated and it also connects easily with other solutions.

Cons

The session timeout can be annoying.

Pros

Right away the biggest advantage is that all the modules come ITIL-ready and are very simple to work with. The platform is highly customizable without needing code which makes adapting it much easier. Installation is quick and easy and the interface feels user-friendly throughout. Overall, it's a comfortable product to use day to day.

Cons

I haven't run into any downsides so far.

Pros

It is very user-friendly and accessing information or tracking activity is easy. The reporting and dashboards feel advanced and very useful and it's also a big plus that configuring items doesn't require any programming knowledge.

Cons

Purchasing module doesn't really support in-depth financials or payment handling. Contracts Management also still needs more development to feel more complete.

Pros

Being web-based makes this really practical since it can be accessed from anywhere as long as there's an internet connection. The options are easy and not confusing so creating and tracking service requests is simple to understand. It saves a lot of time when reporting concerns because there's no need to speak with maintenance staff in person. It also gives visibility into what the maintenance team is doing. Concerns are reported and monitored properly which means everything is documented well and the history of each issue can be reviewed anytime. On top of that, it can generate reports in many different ways.

Cons

A missing feature is an option or category that shows how the issue was resolved. The time and date are also not synchronized with the user's actual location.

Pros

The platform aligns well with the ITIL framework which is a big plus. It's also a cost-effective solution and the level of support provided has been strong, leading to great customer satisfaction overall.

Cons

There's still room for improvement in a few areas. More reporting options would be helpful the main dashboard could be made more user-friendly and the asset management process would benefit from more detail.

Pros

Working with it has been a really positive experience because they run very lean and that shows in how quickly they turn around my development requests. They never seem to approach things with a "no" or "can't be done" attitude which makes a big difference. This is the third ServiceDesk platform I've used and it's easily the most user-friendly and cost-effective of the bunch. The administration side isn't complicated either so customizing it and building workflows is much simpler than with the other ServiceDesk tools I've worked in. The web interface is easy to navigate and Smart also offers multiple channels for logging requests and incidents.

Cons

No major drawbacks noted so far.

Pros

Right away the audit feature stands out as incredibly powerful. It gives service desk users clear visibility into support queries and their full history from beginning to end.

Cons

Experience has been good overall, with no major concerns.

Pros

It has been a really positive experience to work with this. After implementation their team has been highly supportive, very flexible and genuinely customer-focused. The support is excellent and they consistently follow the SLA. Partnering with Smart Solutions has also helped us manage our large, complex and multi-dimensional operations much more effectively. On top of that the SaaS model has been very helpful in keeping costs low while allowing us to maintain a good balance between Capex and Opex. Overall they've been a very reliable partner to work with.

Cons

The overall experience has been positive with no notable concerns.

Pros

Using it feels like ITIL has been broken down into a much simpler, more practical approach.

Cons

I haven't noticed any major limitations.

Pros

For me it is very easy to use.

Cons

A few specific features were needed but the Global Support team customized them within three days.

Pros

Right from the start, this felt like more than just a software purchase because it gave us both a strong product and a trusted business partner. The system was simple to configure and helped us build a great ITIL-based framework for our service management solutions. With their support and collaboration, we were able to set up not only an IT service management practice but also additional support functions such as project, procurement and contract management. This product has clearly delivered real business value.

Cons

There haven't been any significant issues during regular use.

Pros

The interface is very easy and simple to understand which makes the software pleasant to use.

Cons

No particular limitations have stood out so far.

Pros

I found it great and simple to use. Works well for my company!!

Cons

Everything has been good overall.

Pros

Because our technical support process is already quite involved the tool that supports it ends up feeling fairly complex too. The biggest challenge overall has been adapting it to match our specific requirements. There are still a few features that need attention especially auto-reporting and I'm continuing to work with the vendor on that. The SLA setup also isn't properly configured yet. Without those basic capabilities in place, it's difficult to give the service desk tool a full review. That said, I do appreciate the SSD team's support in restoring the feature we lost in Q1. That part was on our side and I acknowledge that. We've been working together to improve the tool and that effort is still ongoing so we can use it successfully internally. I'm hopeful it will become a stronger platform for logging incidents, service requests and change requests while helping us track them properly against SLA targets.

Cons

I haven't noticed any areas that need major improvement yet.

Pros

Managing the service catalog, tickets, accounts and assets is very easy and practical.

Cons

So far the software has worked well without any notable issues.

Pros

This tool gives you the freedom to turn your helpdesk ideas into a real ITSM solution. It offers a lot of flexibility the console is user-friendly and the level of customization possible is quite high. It also supports compliance with ISO standards such as ISO 20000 and ISO 27001 and the licensing model is cost-effective.

Cons

The design could be improved.