SMART Service Desk Software


 

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.

 

SMART Service Desk - Case management
 
  • SMART Service Desk - Case management
    Case management
  • SMART Service Desk - Contract management
    Contract management
  • SMART Service Desk - Dashboard
    Dashboard
  • SMART Service Desk - Incident dashboard
    Incident dashboard
  • SMART Service Desk - Service request creation
    Service request creation
  • SMART Service Desk - Service request list
    Service request list
Supported Operating System(s):
Web browser (OS agnostic), Windows 8, Windows 10

28 Reviews of SMART Service Desk

 

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Software Advice Reviews (6)
More Reviews (22)

Showing 1-6 of 6

Yasin from Infoline LLC
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

Highly customizable application with support for integrations

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Great ROI

Pros

As a reseller we find smart service desk a very malleable solution to cater to customer needs whether large scale deployment or small scale

Cons

Only would wish if application supported mixed authentication modes (sso and database user)
Also looking to have the new enhancements done on the UI forsuport staff

 
 

Abdul Hakim from Tamer
Specialty: Healthcare / Medicine
Number of employees: 1 employee Employees number: 1 employee

June 2017

June 2017

Easy and Professional

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Very easy and user-friendly.
Implements ITIL without complications.
Integrates with other solutions seamlesly.

Cons

Session time out it annoying.

 
 

Mir from Shaker Group
Specialty: Public Sector
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2017

June 2017

An affordable product with good functionalities, Easy-to-implement ITSM.

Ease-of-use

Functionality

Product Quality

Customer Support

Very very good. Product features are taken seriously and so is support.

Pros

All the modules are ITIL ready and very easy to use.
Highly and easily customize-able (Codeless customization).
User-friendly platform with simple and fast installation.
It's comfortable and easy to use the product.

 
 

Ateeq from MEDGULF
Specialty: Insurance
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

One Stop Service Desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

User Friendly and easy to access/tracking
High-end reporting/dashboards
No programming required to configure items

Cons

Not support indepth financials/payments for Purchasing module
need more development on Contracts Management

 
 

Amelita from School
Specialty: Education
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Maintenance Service Request & Resolving

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This is very useful in creating, monitoring, reporting and resolving service request. I suggest that they should develop more option about how it was resolved and also include it a report that can be generated.

Pros

Useful, accessible can be used anywhere as long as you have an internet connection. Options not complicated it's easy to understand so it's easy to create and monitor the service request. It saves time in reporting concern because of no need to talk to maintenance personnel personally. It shows also how/what the maintenance personnel works. The concerns were properly reported and monitored so it was also properly documented and can check the history of the concern. It can generate reports in so many ways.

Cons

Their is no option or category how it was resolved. The time & date is not synchronize to the place of the user.

 
 

Yasser from ALJ Finance
Specialty: Banking
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2017

June 2017

SMART is one of the best ROI service desk software which you can easily start with in very short time and unlimited level of support.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

1- ITIL frame work Complied.
2- Cost Effective solution.
3- High level of support and customer satisfaction.

Cons

1- More reports can be added.
2- Main dashboard can be more user friendly.
3- Asset management process can be more detailed .

 
 
 
Showing 1-20 of 22

Amit from South African National Blood Service
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2017

May 2017

User friendly, Cost Effective, All in one ServiceDesk that can be used for any Services Department.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

....

Pros

Smart ServiceDesk is a company that operates in a lean fashion and this evident in the turnaround time for my development requests. The word NO or CAN'T BE DONE is not in their vocabulary.

This is the 3rd ServiceDesk that I have worked with and is by far the most user friendly and cost effective. Administration is not complex, i.e. easy to customize and build workflows compared to the other ServiceDesks I have used. The web interface is easy to navigate and Smart has multichannel methods to log requests and incidents.

Source: Capterra
 

Ateeq from Medgulf
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2017

April 2017

SMART Service Desk tool helped us our organization in managing, tracking & reporting all services

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Customer Satisfaction relating to services provided
Managing SLA
Time consuming

Pros

Easy to use/user friendly,
Built on best ITIL practices
SMART Automation & Flexible in development of new requirements
Codeless customization
SLA Management
Increase Service Team Efficiency/Productivity
Dashboard Reports

Cons

Customization Reports, need more understanding & training
Difficult to know the status of Pending Approval Tickets with whom

Source: Capterra
 

Faiz from Wipro
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2016

November 2016

Great tool for driving IT Service Management maturity

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

SMART Service Desk provides, efficient service management across the life cycle of an incident, service request, change, asset and configuration.

Pros

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.

Cons

None

Advice to Others

Good for full suite implementation.

Source: Capterra
 

Leon from Northern Cape Provincial Treasury - South Africa
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2016

November 2016

Smart Service Desk, ITSM tool, streamlined our Service Management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

ITIL is simplified

Cons

None i am aware of

Advice to Others

Very well designed software for serious Service Desk Managers

Source: Capterra
 

Sethi from Infoline
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

Great value for organizations looking for Digital Transformation of IT and HR Departments

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

Easy of use

Cons

None i came across, I required some special features, SMART Service Desk Global Support team was able to customize it in just 3 days.

Advice to Others

Best ITSM Software money can buy

Source: Capterra
 

Wayne from TMS - Tasacom Managed Services

October 2016

October 2016

SMART Service Desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Richard from Tasacom Managed Services
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

Using Smart Service Desk is just a smart choice for your business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

Easy to use and understand interface.

Source: Capterra
 

Salma from ssr engineering
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2016

October 2016

Excellent Service Management Software Suitable for IT, HR and Operations Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

Easy of use

Cons

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

Advice to Others

Go for it, you will get enterprise class service desk at very reasonable cost.

Source: Capterra
 

Rashmi from Paramount Computer Systems

September 2016

September 2016

We have been using SSD from last 1.5 years. Its been good but we are not fully using the features.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Jehad from TAMER Group

October 2015

October 2015

Simple and steady

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Ease to manage the following:
- Service catalog
- Tickets
- Accounts
- Assets

Source: Capterra
 

Vinay from Paramount Computer Systems

October 2015

October 2015

Customization is the best part of this tool

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

Dhara from Entransys Pvt Ltd

October 2015

October 2015

It is an excellent solution of repute and perfect help desk solution

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

It is a great solution to work and support on with all our clientele.

Source: Capterra
 

Karim from Automation Consultants

October 2015

October 2015

SMART Service Desk - The right way to manage your IT Services

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

SMART Service Desk is an incredibly efficient and easy to use ITIL-based IT Services Management Application!

Source: Capterra
 

Bertus from ITIL Solutions

October 2015

October 2015

Smart Service desk is quite a comprehensive and complete ICT Service Desk Tool

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

Amanullah from Abdul Latif Jameel United Finance Co.

October 2015

October 2015

We are using Smart Service Desk since 2011 and it has really helped us in implementing ITSM

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

Shaik from SMART Cloud Computing

August 2015

August 2015

Easy to understand the functionality and user friendly.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Pros:-

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)

Cons:

Nothing.

Source: Capterra
 

Shaik from Health Group

August 2015

August 2015

I have implemented this application in my company and it's giving me a good result

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Am working as a IT Manager of one of the company and I have implemented this solution and am very happy by using this.

Source: Capterra
 

Mohamad from Aljabet and partners

August 2015

August 2015

Excellent software easy to setup and use

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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

Source: Capterra
 

Vasay from Saudi Electricity

August 2015

August 2015

Excellent Pink Elephant approved ITSM and GRC Software

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Very easy to implement out of the box ITIL best practices and ISO 20000 standard controls

Source: Capterra
 

Amit from Cartels Consulting Services Inc.

November 2009

November 2009

We were looking for Multi-lingual (French & English) product

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Excellent !

Pros

Based on customers demand we were looking for a multi-lingual product in French and English to our customers demand in Canada.

Cons

Our customers and technical staff are very happy in using the product.

Source: Capterra
 
 
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