Complete IT Service Support and Management Suite
Employee portal view
Have Servicing Team for HR
Employees can select service from service catalog
Supports creation of any HR Request with e - forms - without any programming
Integrated Configuration Management Database (CMDB)
Software Asset Management
ITIL Based Change Management
IT Service Lifecycle Management
The Most Complete ITSM Solution for Continual Service Improvement with service lifecycle management support
SMART Service Desk – IT Service Lifecycle Management provides the industry’s most flexible and comprehensive, out-of-the-box IT Service Management (ITSM) solution. It has fully integrated ITSM processes and is easily configurable to meet any organization’s needs. SMART IT service management is available on the OnDemand cloud platform and on-premises. SMART Service Desk solution has been certified by PinkVerify as “ITIL®-aligned,” and supports the ISO/IEC 20000 and ISO/IEC 27001 requirements
FEATURES & BENEFITS
- Designed to support ITIL® and ISO/IEC 20000/27001 with workflow support for critical processes.
- Comprehensive and integrated: incident, problem, change, release, knowledge, asset, service level and configuration management.
- Services can be configured to be requested only by authorized users.
- Flexible work-flow authorization processes.
- Processes verified by pink elephant and designed to support ITIL V3.
- Ability to customize forms with ease, without any programming.
- Comprehensive and Intelligent Service Catalog.
- Record incidents and Service Requests, rapidly through web interface logging forms, or create pre-populated common or routine incidents / service requests.
- Supports integration with leading event / system monitoring tools.
- Integration capability with leading contact center phone systems.
- Advanced analytics and dashboards for all ITIL processes.
- Make your own reports using Adhoc reports builder.
- Ability to Export Reports or Query Data in Adobe PDF, CSV and EXCEL.
- Advanced Search Query Builder.
- Lifecycle support for Assets.
- Notify Technicians using Email / SMS / Social Media.
- Ability to Integrates with external directory services such as Microsoft® AD / HR Databases and many social media applications.
- Scalable and Robust software.
- Multi-Site and Multi-Currency Support.
- All Master Data’s can be imported using Excel files.
- Self Service Portal for Customers.
- Customer browser access.
- Dedicated SMART phone Apps from Google Play and Apple Store.
- Customer Surveys for Feedback Management.
- Increase productivity of customers, IT teams and management by providing effective analytics and timely access to information.
- Reduction in volume of Service Desk tickets, to help IT teams focus on bigger issues.
- Improve resolution times to enhance Customer Satisfaction by resolving Incidents and Requests faster.
- Implement a IT and Business Services Catalog.
- Reduce Cost of IT Services, using automated and integrated service desk.
- Enable proactive IT Service Management using Self-service, Service Level Management and knowledge management functionality.
- Reduce recurring incidents by implementing problem management.
- Guaranteed Reduction in support Costs & Reduce Your TCO.