SMART Service Desk

IT Service Management

SMART Service Desk will help you improve service quality and resource utilization across your entire IT infrastructure. SMART Service Desk is compatible with IT Infrastructure Library ITIL 2011 & ISO/IEC 20000-1:2011 guidelines for Service Management System (SMS). It is a comprehensive application that facilitates end to end service operations processes of high-quality.

SMART Service Desk’s Software as a Service (SaaS) solutions on the Cloud allow you to seamlessly manage services, customers and quality improvement programs. Available through any Web browser, our solutions are designed to help you shorten deployment times, reduce risks and lower costs, including support and maintenance expenses.

With SMART Mobile Custom Applications you can access applications from SMART Phones for faster and better-informed business decisions. You will be able to easily automate incidents, service requests, problems, knowledge, inventory, system assets, service catalogue, quality, customer self-service, contracts, policies, audit, workflow, surveys, reports, dashboards and deliver superior end-user support.


Key Features of SMART Service Desk

  • A full set of IT service management integrated modules that share best-practice process flows from a leading service desk solution provider
  • A closed-loop change and release process tied to incidents and problems. 
  • Self-service request catalogue for IT, HR, security, administration and other business needs.
  • Track incident response times and service desk performance against your business SLAs.
  • Real-time performance, dashboards & KPI metrics reporting. 
  • Tightly Integrated Knowledge Management with efficient knowledge management tool support. 


Benefits of SMART Service Desk

  • Deploy a common service desk for global, regional, and local IT support organizations.
  • Help you increase availability of business-critical systems by speeding incident and problem resolution.
  • Improve accountability and visibility of IT/Business service and support. 
  • Reduce costs through faster incident & service requests resolution times.
  • Track performance against service level agreements to ensure commitments are met.
  • Build a Service Portfolio with Service Levels agreed as per business needs.
  • Improve IT Staff efficiency, productivity by ensuring their optimal utilization. 
  • Make IT more secure by ensuring IT changes do not leave any holes in your organization.