smart service desk - itsm - pinkverified - solution power point

05/01/2023

IT Service Support and Management Solutions – ITSM + GRCCitizen and HR Case Management Solutions

smartservicedesk.com

05/01/2023 WWW.SMARTSERVICEDESK.COM

SMART Service DeskA Pink Verified, IT Service Support Management SolutionProviding enterprise class solutions at an affordable price to SMB ITSM Product Launched in 2012Currently being used by 100,000 plus users worldwide SaaS and On-Prem deployments to support from 20 to 20,000

users Local support and implementation services are available in U.S.,

U.K., South Africa, Australia, U.A.E, Saudi Arabia, Bahrain, Oman, Indonesia and Philippines

Event Management

Incident Management

Request Fulfillment &

IT Automation

Problem Management

Change / Release

Management

Knowledge Management

Risk Management

Audit Management

Compliance Management

Policy Management

Service Continuity

Management

Project Management

ITSSM: From Integrated Service Desk to Governance & Risk Compliance

SMART Solutions

Key FeaturesWorkflows

Dynamic Reports

Security

Flexi-Screens

Surveys

Context Driven Options

Easy to Configure Workflow Automation, tailored to your business processes Multi-level approvals and escalations

Dashboards

Centralized Reporting to measure standard ITIL KPIs (standard, adhoc and scheduled)

SSO using AD or any custom providerEvery resource (text box, link, tab, etc…) can be secured individually

Per Service Catalogue Item, modify forms by adding custom fields or add completenew forms

Auto-triggered Surveys to drive continuous business improvements

Access kb articles, checklists, related tickets, admin functions using single clicks

Real-time dashboards with personalized views

Productive on Day 1:Installed in minutes; Configured in hours.

Mobile Support:Mobile applications support for Android, iPhone/iPad

Tool grow with your needs:Ability to scale from 20 to 20k+ users

Support a multi-ethnic workforce:Multi lingual: English, French, Arabic, Spanish

Automation :Automate business activities and IT operations using customizable process-packsSocial Media Integration:Twitter & Facebook

Deep Business Insights:125+ KPI Based Standard Reports & Dynamic reports

Tailored to your needs:Easy Customization and Administration without need for Programming

Value Proposition

Competitive Landscape with similarITIL compliance certificate from pink verify

Product Roadmap

Existing

Legend

Governance & Risk Compliance

IT Service Management

Field Service Management

IT Automation SMART IOT Connector

FY 2010-2015 FY16 FY17 FY18 FY19

Analytics and Reporting

Big Data & Predictive Analytics

Leverage our Certified Service Automation Platform• Add to IT Automation capabilities to manage Private and Public Clouds • Develop the Open, Internet of Things (IOT) SMART Connector to interface with multiple sources of events• Leverage Big Data to aggregate multiple sources of information• Enhance our Analytics to provide Predictive Maintenance

Our Customers (Partial List)

Published Case StudiesCustomer Name Customer Since Industry Benefit Realization

2012 ElectronicsReduced support costs by 40%

2013 Car Rentals60% Increase in customer satisfaction levels

2015 Finance40% reduction of system outages

2015 Oil and Gas70% decrease in Mean time to repair

Service Catalog

Rich Responsive User Interface

Users can select Servicing Team before creating a ticket

Visual Service Catalog per Servicing Team

Flexible Forms for each Service – Created with zero code

Data on forms changes dynamically based on user selection

Create Ticket with all required details – beginning of paperless transformation with e forms

Ticket creation confirmation

Ticket list with rich search

Resolution is provided to user

Users can add activity to communicate with agents

Solution for Managed ServiceProviders with Multi-Tenancy

HTML based email notifications

Get Online Approvals for all Requests

Enforce Service Level Targets

Link Equipment's / Configuration Items to Tickets

Complete Audit History Tracking

Advance Search Capabilities

Change Management Process

Manage Timesheets

Change Approval Tracking

Knowledge Management

Comprehensive Service Catalog

Comprehensive Asset Management

SMART Auto Asset Discovery

Software Asset Management

Procurement Management

Contracts Management

Intuitive Dashboards

User Feedback Surveys for Service Improvement

Event Monitoring for Service Operations Management

Risk Management for compliance with ISO 27001:2013 & NIST

Manage Internal Audits

Manage ISMS Controls

Easy to configure workflow rules

Citizen Case Management

Platform extended for Contact Center Automatic call distribution (ACD)

Screen popup

Find last agent

Caller priority

Voice logger

Agents working on multiple skills

Interactive dashboard

Set of supervisory features

Set of agent features

Flexible IVR

Wall board

Integrated CRM

Synthesized Voice with IVR system

Chat Module

Email Module

E-Fax Module

Last Agent Routing

Predictive Dialer.

And many more

PROPOSED SMART SERVICE DESK – IMPLEMENATION IN PHASE 1

ITSM Quick wins

Incident Management

Service Request Management

Service Level Management

Service Catalog Management

Business Rules and AutomationKnowledge Management

Portfolio Management

Survey Management

Dashboards & Reports

PROPOSED SMART SERVICE DESK – IMPLEMENATION IN PHASE 2

Service Improvement

ProblemManagement

Change Management

ReleaseManagement

ConfigurationManagement

Asset Discovery AutomationAsset ManagementSoftware Management

HR Service Desk

CRM , Governance Risk & Compliance Management

For more details please contact

Email: info@smartservicedesk.com

smart service desk - itsm - pinkverified - solution power point

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