SMART Service Desk is cloud-based and on-premise help desk software. It caters to businesses of all sizes in industry verticals such as government, banking, retail, FMCG, automobile, oil and gas, manufacturing, pharmaceuticals and education. Primary features include incident management, case management, change management, contract management and real-time reporting.
SMART Service Desk offers IT service management, governance and risk compliance (GRC), customer relationship management and enterprise asset management capabilities within a suite. Other features include field service management, HR case management, knowledge management and service transition management.
Users can automate their human resources and administrative processes. SMART Service Desk offers integration with event and system monitoring tools, Microsoft Active Directory and social media applications.
SMART Service Desk is available globally and supports multiple languages. The software offers an Android and iOS mobile application. It provides support via a self-service portal, phone and email.
Amit from South African National Blood Service
Employees number: 1,001-5,000 employees
Ateeq from Medgulf
Employees number: 501-1,000 employees
Customer Satisfaction relating to services provided
Easy to use/user friendly,
Built on best ITIL practices
SMART Automation & Flexible in development of new requirements
Increase Service Team Efficiency/Productivity
Customization Reports, need more understanding & training
Difficult to know the status of Pending Approval Tickets with whom
Faiz from Wipro
Employees number: 10,000+ employees
SMART Service Desk provides, efficient service management across the life cycle of an incident, service request, change, asset and configuration.
The audit functionality is incredibly powerful, it allows service desk users to gain insight into a support queries and it's history from start to finish.
Good for full suite implementation.
Leon from Northern Cape Provincial Treasury - South Africa
Employees number: 1,001-5,000 employees
Smart Service Desk, ITSM tool, forced us to streamline certain actions and will definitely improve our service design, operations and delivery. In the past when banking detail, supplier credentials or codification requests were received, it was kept on somebody¿s table. With the online facilities
available to our users, information can be forwarded online and will have better control over
incoming requests. SLA Management is helping us improve IT Governance.
ITIL is simplified
None i am aware of
Very well designed software for serious Service Desk Managers
Sethi from Infoline
Employees number: 51-200 employees
From the first time I used SMART Service Desk, I was surprised at just how simplicity and ease of use. I am not a programmer and I was able to setup for my Service Desk for in hours. It has code less form creation feature, which lets you create e-forms, which are of great value for organizations looking for Digital Transformation of IT and HR Departments.
Easy of use
None i came across, I required some special features, SMART Service Desk Global Support team was able to customize it in just 3 days.
Best ITSM Software money can buy
Wayne from TMS - Tasacom Managed Services
Smart Service Desk provided us not only a great product but also a valued business partner. The product was easily configured and helped us to establish a sound ITIL based framework for our service management solutions. With their support and partnership we have established not only a IT service management practice but other support capabilities like project, procurement and contract management. This product definitely adds great business value.
Richard from Tasacom Managed Services
Employees number: 11-50 employees
We having been working with Smart Service Desk for a few months now and it has proven to be an excellent investment. The support team for Smart Desk is excellent and extremely helpful. This tool provides all the functionality you need as a Managed Service provider and comes with an excellent support staff. I would recommend this tool to anyone who is in the market for an Incident Management tool or in the Managed Services industry.
Salma from ssr engineering
Employees number: 51-200 employees
We have been using cloud instance of SMART Service Desk for Managing IT and Non IT Incidents and Service Requests for more than 2 years. We have not hesitation to recommend it.
As we could not afford servicenow or remedy, we went with SMART Service Desk, for their best price performance ratio.
Easy of use
We are waiting for SMART Service Desk to release that application on Oracle Platform, Oracle RDBS is our enterprise database platform, and we prefer to have SMART HelpDesk also on Oracle. Vendor has promised to deliver in Q1 2017
Go for it, you will get enterprise class service desk at very reasonable cost.
Rashmi from Paramount Computer Systems
Our technical support process is complicated hence the tool to support the work is bit complex as well. In whole customizing it to our requirement is the challenge. Few features are yet to work on like auto reporting for which I am still working with vendor. SLA is not properly configured. Without these basic feature Service desk tool is hard to review. I appreciate SSD team support to bring back the feature when we lost it in the Q1. Its our fault I agree. We have together worked for its betterment and we are still working for its successful usage internally. Looking forward to make this a better tool to log all our incidents, SR and change request and track it to meet the SLA.
Jehad from TAMER Group
Ease to manage the following:
- Service catalog
Vinay from Paramount Computer Systems
SMART Service Desk is a tool which gives you the freedom to implement your helpdesk tool ideas into a real ITSM tool.
Pros: Flexibility, user-friendly console, high level of customization is possible, compliant to ISO standards like ISO 20000 & ISO 27001, licensing model and cost effective.
Cons: Design can be improved.
Dhara from Entransys Pvt Ltd
It is a great solution to work and support on with all our clientele.
Karim from Automation Consultants
SMART Service Desk is an incredibly efficient and easy to use ITIL-based IT Services Management Application!
Bertus from ITIL Solutions
With Smart Service desk a Company do get a one stop Solution for the Service Desk needs. The system is quite user friendly enabling a user to perform actions using a simple interface.
Included in the solution is the normal ITSM modules (Incident, Problem, Change and Release Management), but being familiar with quite a number of other ITSM tools, Smart do offer extended modules such as CRM, GRC and Asset Management as well as Project Management as a total ICT / Case Management Solution.
It is a pleasure accessing the system knowing that everything is at your finger tips with a click of a button not to mention the fast processing power and professional dashboard displays giving you transparency on either you Mobile device or Local Clients.
The notifications (out going / incoming) is easy to setup and little solutions provide for a quick SMS setup as well which in my mind is one of the many advantages within the system.
From a technical perspective, the system is customisable with predefined workflows and escalations. Needless to mention that new workflows and Escalations can also be created on the fly.
Overall I do believe that SMART is a Tool that any ICT organization needs. It is very competitive in its pricing and modules offered compared to any other Solution. I will recommend the system to anyone looking for a new solution or wanting to replace their current environment.
Go Smart you are changing the landscape of ICT Solutions out there.
Amanullah from Abdul Latif Jameel United Finance Co.
Pros : All the modules are ITIL compatible and very easy to use. Vendor customer support is good. We requested some customization based on our organization need and it was very well customized by the smart desk team. I am using and administrating this application since 2011 and their new release has improved a lot and it is very much competitive with other known competitor of similar solution in the market.
As a next step, I really want to see some integration with leading monitoring tool in the market for building and managing CMDB.
overall good application at reasonable price.
Shaik from SMART Cloud Computing
1. Clearer assignment of tasks
2. Clearer audit trail of resolution
3. Removes duplication of effort (the user who thinks that raising the same issue with EVERYONE in the IT team'll get things solved faster).
4. Users can more easily see what the current status of their problem is
5. Easier to provide activity reporting to management
6. Easier to create a workflow rule with SLT(Service Level Target)
Shaik from Health Group
Am working as a IT Manager of one of the company and I have implemented this solution and am very happy by using this.
Mohamad from Aljabet and partners
Software easy to setup with the help of the support team that they have. Also easy to costomize . There was some bugs with the refresh rate but support fixed it. And all our requirements were fo filled
Vasay from Saudi Electricity
Very easy to implement out of the box ITIL best practices and ISO 20000 standard controls
Amit from Cartels Consulting Services Inc.
Based on customers demand we were looking for a multi-lingual product in French and English to our customers demand in Canada.
Our customers and technical staff are very happy in using the product.