SMART Service Desk

SMART SERVICE DESK ITSM

5 / 5 27 reviews

Who Uses This Software?

Banks, Retails, Automobiles, FMCG, Universities, Manufacturing, Pharmacy, construction, Real estate, Government, all other private and government sector organizations


Average Ratings

27 Reviews
  • 5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • SMART Service Desk
  • smartservicedesk.com/
  • Founded 2012
  • United States

About SMART SERVICE DESK ITSM

We offer cost effective, Multi-lingual (English, French, Spanish, Turkish & Arabic), Integrated IT Service Management, Governance & Risk Management and Help Desk solutions. With SMART Suite your organization will be up & running within days. A comprehensive IT Service Management Tool based on ITIL framework Streamlines IT operations by automating Service Operations such as Incidents, Service Requests, Problems, and Service Desk Function. Also includes modules for complete service lifecycle


SMART SERVICE DESK ITSM Features

  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract Management
  • Dashboard
  • Incident Management
  • Problem Management
  • Release Management
  • Self Service Portal

SMART SERVICE DESK ITSM Reviews Recently Reviewed!

Highly customizable application with support for integrations

Jun 04, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: 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

Easy and Professional

Jun 04, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: Very easy and user-friendly. Implements ITIL without complications. Integrates with other solutions seamlesly.

Cons: Session time out it annoying.

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

Jun 04, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Comments: 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.

One Stop Service Desk

Jun 04, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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

Maintenance Service Request & Resolving

Jun 04, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
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Comments: 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.

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.

Jun 03, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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 .

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

May 01, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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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.

Overall: ....

Great tool for driving IT Service Management maturity

Nov 20, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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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

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

Recommendations to other buyers: Good for full suite implementation.

Smart Service Desk, ITSM tool, streamlined our Service Management

Nov 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: ITIL is simplified

Cons: None i am aware of

Overall: 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.

Recommendations to other buyers: Very well designed software for serious Service Desk Managers

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

Nov 11, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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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.

Overall: 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.

Recommendations to other buyers: Best ITSM Software money can buy

SMART Service Desk

Oct 11, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: 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.

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

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Easy to use and understand interface.

Overall: 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.

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

Oct 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

Overall: 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.

Recommendations to other buyers: Go for it, you will get enterprise class service desk at very reasonable cost.

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

Sep 26, 2016
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Comments: 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.

Simple and steady

Oct 11, 2015
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

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

Customization is the best part of this tool

Oct 09, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: 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

by SMART Service Desk on July 29, 2016

Thanks Vinay for feedback Now we have a new responsive user interface.

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

Oct 08, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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

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

Oct 08, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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

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

Oct 08, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: 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.

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

Oct 08, 2015
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: 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

by SMART Service Desk on October 08, 2015

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

Easy to understand the functionality and user friendly.

Aug 23, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: 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.

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

Aug 20, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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

Excellent software easy to setup and use

Aug 19, 2015
5/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: 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

Excellent Pink Elephant approved ITSM and GRC Software

Aug 19, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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

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

Nov 11, 2009
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

Overall: Excellent !

SMART Suite is easy to customize

Nov 11, 2009
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Pros: We 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.

Cons: We have not faced any support issues.

Overall: Excellent - specially to meet your customized software needs Service Management.

Easy to use and fast to implement

Nov 11, 2009
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: Using 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.

Cons: No major issues seen so far in past 12 months.

Overall: Great value for investment we have made.