All SMART Service Desk Reviews
1-25 of 31 Reviews
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Salma
Civil Engineering, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 2016
Excellent Service Management Software Suitable for IT, HR and Operations 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.
PROSEasy of use
CONSWe 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
Amelita
Primary/Secondary Education, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2017
Maintenance Service Request & Resolving
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.
PROSUseful, 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.
CONSTheir is no option or category how it was resolved. The time & date is not synchronize to the place of the user.
Rashmi
Used free trial
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed September 2016
We have been using SSD from last 1.5 years. Its been good but we are not fully using the features.
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.
Hisham
Information Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2018
Best ITSM Service Desk for Banks and Government Organizations
If you want to buy ServiceNow / Remedy / CA / HP and can't afford it. Then SMART Service Desk will offer you same features at a price which will suit your budget. It's Enterprise class software at a reasonable price point.
PROSMobile Apps on Android and IOS Totally Web Based Our customer love the multi-language support in English and Arabic Over 20 modules in ITSM and GRC to choose from
CONSNone I am aware of Support team in Middle East & Africa is great
Sethi
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2016
Great value for organizations looking for Digital Transformation of IT and HR Departments
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.
PROSEasy of use
CONSNone i came across, I required some special features, SMART Service Desk Global Support team was able to customize it in just 3 days.
Yasin
Computer Software, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2017
Highly customizable application with support for integrations
Great ROI
PROSAs a reseller we find smart service desk a very malleable solution to cater to customer needs whether large scale deployment or small scale
CONSOnly 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
Bertus
Used free trial
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
Reviewed October 2015
Smart Service desk is quite a comprehensive and complete ICT Service Desk Tool
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.
Yasser
Banking, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
1- ITIL frame work Complied. 2- Cost Effective solution. 3- High level of support and customer satisfaction.
CONS1- More reports can be added. 2- Main dashboard can be more user friendly. 3- Asset management process can be more detailed .
Leon
Government Administration, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2016
Smart Service Desk, ITSM tool, streamlined our Service Management
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.
PROSITIL is simplified
CONSNone i am aware of
Abdul Hakim
Medical Practice, 1 employee
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2017
Easy and Professional
Very easy and user-friendly. Implements ITIL without complications. Integrates with other solutions seamlesly.
CONSSession time out it annoying.
Ateeq
Insurance, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2017
One Stop Service Desk
User Friendly and easy to access/tracking High-end reporting/dashboards No programming required to configure items
CONSNot support indepth financials/payments for Purchasing module need more development on Contracts Management
Dikhi
Mining & Metals, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2020
Best value for ITSM software
Cost, flexible service catalog, full-feature
CONSA nice-to-have self asset review would be important for my requirement. There is alternate approach to fulfill this approach.
Amit
1,001-5,000 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2017
User friendly, Cost Effective, All in one ServiceDesk that can be used for any Services Department.
....
PROSSmart 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.
CONS
Faiz
Information Technology and Services, 10,000+ employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2016
Great tool for driving IT Service Management maturity
SMART Service Desk provides, efficient service management across the life cycle of an incident, service request, change, asset and configuration.
PROSThe 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.
CONSNone
Lamine
Used free trial
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
Reviewed November 2009
Easy to use and fast to implement
Great value for investment we have made.
PROSUsing SMART Suite has allowed our staff to communicate more efficiently across IT departments, while allowing the staff to be more aware of whom they are affecting when a specially when a change is implemented. Prior to the use of SMART Suite, changes were made with little approval, and hours were spent trying to figure out where the change initiated from. The IT staff has quickly learned that SMART Suite, in just 2 hours of training. The level of support that IIT and its partners gives us is great! They are very quick to address any question or issue that may arise about the software. It is encouraging that the support team has the knowledge to have our problem resolved by the first representative to answer the call.
CONSNo major issues seen so far in past 12 months.
Tabish
Consumer Electronics, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2018
SMART Service Desk - Customer Support Software is good fit for service providers
Excellent Field Service Management software, which helped us manage customer support to leading banks in Pakistan.
PROSField Service Management Capabilities in MSP version of software Multi-lingual support in English, Arabic with ITIL based design
CONSNone, I am aware of. We are looking forward to more business analytics support in upcoming versions.
Amanullah
Used free trial
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
5
Reviewed October 2015
We are using Smart Service Desk since 2011 and it has really helped us in implementing ITSM
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.
Vendor Response
Thanks Mr. Aman, Congratulations to ALJ - Toyota for upgrade to SMART Service Desk v11. In v11, we do have Event Management to monitor and integrate with any type of monitoring tools such as Nagios, Solarwinds and SCOM
Replied October 2015
Richard
Information Technology and Services, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2016
Using Smart Service Desk is just a smart choice for your business
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.
PROSEasy to use and understand interface.
Wayne
Used free trial
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2016
SMART Service Desk
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.
Biswaranjan
Used free trial
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2016
Smart service desk- ITA /MOH/ OAB / Infoline
It's been great support and after we have implemented smart solutions and they are very flexible and customer oriented. Support is excellent and also follow the SLA . Association with smart solutions also helped us managing our large and multi dimensional operation , very effectively. Also the SAS model was very supportive to keep out cost low and alow us to maintain balance between capex & Opex . Great patner to work with.
Shaik
Used free trial
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
Reviewed August 2015
Easy to understand the functionality and user friendly.
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.
Vinay
Used free trial
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
Reviewed October 2015
Customization is the best part of this tool
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.
Vendor Response
Thanks Vinay for feedback Now we have a new responsive user interface.
Replied July 2016
Abdul
Used free trial
OVERALL RATING:
5
EASE OF USE
4
CUSTOMER SUPPORT
5
Reviewed November 2009
SMART Suite is easy to customize
Excellent - specially to meet your customized software needs Service Management.
PROSWe have used SMART Suite Help and its architectural to make specific customizations of Software to meet our needs. Our users are very happy with use of software company wide.
CONSWe have not faced any support issues.
Mohamad
Used free trial
OVERALL RATING:
5
EASE OF USE
3
CUSTOMER SUPPORT
4
Reviewed August 2015
Excellent software easy to setup and use
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
Amit
Used free trial
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
Reviewed November 2009
We were looking for Multi-lingual (French & English) product
Excellent !
PROSBased on customers demand we were looking for a multi-lingual product in French and English to our customers demand in Canada.
CONSOur customers and technical staff are very happy in using the product.