SMART SERVICE DESK ITSM Reviews

Pros

It's been an excellent solution for working with and providing support to all of our clients.

Cons

No major concerns have come up during use.

Pros

This ITIL-based IT service management application is incredibly efficient and very easy to use.

Cons

The software has met our needs without any significant drawbacks.

Pros

Running a service desk with this in place feels like having a true one-stop solution for everything the company needs. The platform is very user-friendly, with a simple interface that makes everyday actions easy. It covers the standard ITSM modules like Incident, Problem, Change and Release Management but compared with many other ITSM tools I've worked with, SMART goes much further by including CRM, GRC, Asset Management and even Project Management making it a complete ICT and case management solution. It's genuinely enjoyable to use because everything is right at your fingertips with just a click and the fast performance along with the professional-looking dashboards gives excellent visibility whether you're on a mobile device or a local client. Setting up outgoing and incoming notifications is simple and the quick SMS setup is another standout benefit that not many systems offer. On the technical side the platform is customizable with predefined workflows and escalations and new ones can also be created whenever needed. Overall, I honestly believe SMART is a tool every ICT organization should consider. The pricing is highly competitive for the range of modules included especially when compared with other solutions on the market. I would absolutely recommend it to anyone searching for a new system or planning to replace their current environment. SMART is really changing the ICT solutions landscape.

Cons

I haven't found any notable limitations so far.

Pros

Right from the start, all the modules have been ITIL-compliant and simple to work with. The vendor's customer support has also been consistently good. We asked for a few customizations to match our organization's needs and the smart desk team handled them very well. I've been using and administering this application since 2011 and the newer releases have improved significantly. At this point, it feels very competitive with other well-known solutions in the market. As a next step, I'd really like to see integration with leading monitoring tools for building and managing the CMDB. Overall, it's a great application at a reasonable price.

Cons

Overall there are no major issues to mention at this point.

Pros

Having everything routed through the system makes task ownership much clearer and the audit trail for each resolution is a lot easier to follow. It also cuts down on duplicated effort especially when someone tries to report the same issue to every person on the IT team hoping for a faster fix. Users get better visibility into the current status of their problem, management reporting is much simpler and setting up workflow rules with SLT (Service Level Target) is more easy too.

Cons

nothing from me.

Pros

As an IT Manager, I rolled out this solution at our company and I'm really pleased with how it has worked for us.

Cons

I like it, nothing to mention here.

Pros

Getting the software up and running was easy especially with the support team guiding us through the setup. It was also simple to customize based on what we needed. We did run into a few bugs related to the refresh rate but support took care of them and in the end all of our requirements were met.

Cons

Great tool, no cons.

Pros

Right out of the box, it makes it simple to put ITIL best practices and ISO 20000 standard controls in place.

Cons

none to mention.

Pros

To meet customer demand in Canada, we needed a bilingual solution that supports both French and English and this product matched that requirement very well.

Cons

Both our customers and our technical team are very pleased with the product and enjoy using it.

Pros

Using this tool, we've been able to customize the software architecture with specific customizations that match our needs well. It has worked out nicely across the company and our users have been very satisfied with the software overall.

Cons

We haven't run into any issues.

Pros

It has helped our team communicate much better across IT departments and it also gives everyone more awareness of who will be impacted whenever a change is put in place. Before we started using SMART Suite, changes were often made with very little approval and we would spend hours trying to trace where the change originally came from. Our IT staff picked it up quickly after just two hours of training. The support from IIT and its partners has also been excellent. They respond very quickly whenever we have a question or run into an issue with the software and it is reassuring that the first person who answers is usually knowledgeable enough to get the problem resolved right away.

Cons

Have not run into any major issues during the past 12 months.