Name: SMART Service Desk
Rating: 7 (3 reviews)
Author: SMART Service Desk

Help Desk

Kiosk

Web and Video Conferencing

Customer Support

Agile Development

Interactive Application Security Testing (IAST)

Product Lifecycle Management (PLM)

Service Mesh

Development

Alumni Management

School Management

Education

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

Enhanced 911 (E911)

Operational Analytics

Enterprise

Accounting

Invoicing

Nonprofit Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Pay Equity

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Application Performance Management (APM)

Archiving

Build Automation

Cloud Storage

Composable Infrastructure

Data Integration

Data Privacy Management

Database Performance Monitoring

Email Verification

Ethernet Switches

Fraud Detection

Governance, Risk & Compliance

IP Address Management (IPAM)

Integration Platform as a Service (iPaaS)

Internet Security

License Management

Network Diagnostics

Network Performance Monitoring

Network Simulation

SQL Server Performance Monitoring

Storage Management

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Computer-Assisted Translation

Content Management

Creative Collaboration

Email Marketing

Marketing Automation

Product Sampling

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Web Analytics

Website Builder

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales

API Security

Security

Construction Management

ID Card

Laboratory Information Management

Last Mile Delivery

Municipal

Nonprofit CRM

Roofing

Vertical-Specific

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SMART Service Desk has proven to be a valuable solution for businesses facing various IT service management challenges. Users have successfully utilized this software to streamline their customer support operations and achieve a high return on investment. With SMART Service Desk, users can effectively create, monitor, report, and resolve service requests, leading to improved service delivery and enhanced IT governance. The flexibility and customer-oriented approach of SMART Service Desk have been highly appreciated by users, allowing them to efficiently manage incidents, service requests, changes, assets, and configurations throughout their lifecycle.

One of the standout features of SMART Service Desk is its simplicity and ease of use. Users have found it surprisingly user-friendly, even for those without programming experience. The codeless form creation feature has been particularly valuable for organizations seeking digital transformation, as it allows them to easily implement their helpdesk tool ideas into a fully functional ITSM tool. Additionally, SMART Service Desk goes beyond just providing a great product - it acts as a trusted business partner by assisting users in establishing IT service management practices and supporting other essential capabilities such as project, procurement, and contract management.

Another key advantage of SMART Service Desk is its cost-effectiveness. The SAS model offers a balance between capital expenditure and operational expenditure, ensuring that costs remain low while still delivering enterprise-class software capabilities. This affordability makes SMART Service Desk an excellent investment for managed service providers who require comprehensive functionality without breaking the bank.

Furthermore, users have praised the cloud instance of SMART Service Desk for its reliability and suitability for managing both IT and non-IT incidents and service requests. Its customizable workflows and escalations enable organizations to tailor the system to their specific technical support processes, although some customization may present challenges. Nonetheless, users have found the support team responsive and helpful in addressing any issues or feature losses.

In summary, SMART Service Desk addresses common business problems faced by organizations in terms of efficient service management, compliance with industry standards such as ISO, transparency, notifications, and activity reporting. Its user-friendly interface, ITSM modules, extended modules like CRM and GRC, and fast processing power provide a comprehensive one-stop solution for service desk needs. With good vendor customer support, customization options, and continuous improvement of the application, SMART Service Desk has emerged as a competitive tool in the market.

Flexible cost structure: Users have praised the flexibility of the cost structure, with several reviewers mentioning that it allows them to choose the modules that best suit their needs. 

Full-featured mobile apps: Customers highly value the availability of full-featured mobile apps on both Android and iOS platforms, as it enables them to access SMART Service Desk from anywhere. Several users have mentioned this as a key advantage.

Web-based platform: The fact that SMART Service Desk is completely web-based has been seen as a major advantage by many customers. This eliminates the need for additional software installation and allows for easy access. Numerous reviewers have expressed appreciation for this feature.

User Interface Improvement Needed: Some users have expressed that the user interface of SMART Service Desk could benefit from improvements, particularly for support staff. They feel that new enhancements should be made to make it more user-friendly and intuitive.

Annoying Session Timeout Feature: According to some users, the session timeout feature in SMART Service Desk is considered annoying. They find it disruptive and would prefer a longer session duration or an option to adjust this setting.

Limited Development on Contracts Management Module: Several users have mentioned that they would like to see more development on the Contracts Management module of SMART Service Desk. Specifically, they desire additional features related to in-depth financials and payments, which are currently lacking in functionality.

SMART Service Desk is an ITSM solution from the company of that name headquartered in Arizona.

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.

Starter

Growth

MSP - Pro

MSP - Power

MSP - Growth

IT Department - Professional

IT Department - Expert

IT Department - Master

Atera

SMART Service Desk

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.

IT Service Management (ITSM)

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Service restoration

Impact assessment and automated fixes for common problems

Self-service tools

Repository of information documenting common issues and known resolutions which can be accessed directly by users

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

ITSM reports and dashboards

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

ITSM asset management

Managing all IT assets and enforcing policy rules

Configuration mangement

Database for tracking and reporting all business assets

Asset management dashboard

Dashboard showing organization's software portfolio

Policy and contract enforcement

Ensuring that requesters have eligibility before fullfullment

Change management

Ensuring standardized processes for making changes to IT infrastructure

Change requests repository

Single repository of all planned changes and releases

Change calendar

Calendar showing change schedule to stakeholders

Service-level management

Process for negotiating agreements regarding service level expectations, and ensuring these are met

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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SMART Service Desk

Overview

What is SMART Service Desk?