About SMART SERVICE DESK ITSM

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 ITSM Software - Case management
SMART SERVICE DESK ITSM Software - Contract management
SMART SERVICE DESK ITSM Software - Dashboard
SMART SERVICE DESK ITSM Software - Incident dashboard
SMART SERVICE DESK ITSM Software - Service request creation
SMART SERVICE DESK ITSM Software - Service request list
SMART SERVICE DESK ITSM Software - Case management - thumbnail
SMART SERVICE DESK ITSM Software - Contract management - thumbnail
SMART SERVICE DESK ITSM Software - Dashboard - thumbnail
SMART SERVICE DESK ITSM Software - Incident dashboard - thumbnail
SMART SERVICE DESK ITSM Software - Service request creation - thumbnail
SMART SERVICE DESK ITSM Software - Service request list - thumbnail

SMART SERVICE DESK ITSM pricing

SMART SERVICE DESK ITSM has a free version and offers a free trial.

Starting Price:
Not provided by vendor
Free Version:
Yes
Free trial:
Yes

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SMART SERVICE DESK ITSM Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 31 View all reviews
Salma R.
  • Industry: Civil Engineering
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 4/10/2016

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.

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

Amelita A.
  • Industry: Primary/Secondary Education
  • Company size: 201-500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

5
Reviewed on 4/6/2017

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.

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.

Rashmi S.
  • Review Source
Value for Money
3
Features
3
Ease of Use
2
Customer Support
2

3
Reviewed on 26/9/2016

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

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.

Sethi B.
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 11/11/2016

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.

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.

Hisham A.
  • Industry: Information Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 3/9/2018

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.

Pros

Mobile 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

Cons

None I am aware of
Support team in Middle East & Africa is great

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