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IT Service Support and Management Solutions – ITSM + GRCCitizen and HR Case Management Solutions
smartservicedesk.com
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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
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CMDB
Event Management
Incident Management
Request Fulfillment &
IT Automation
Problem Management
Change / Release
Management
Knowledge Management
CMDB
Risk Management
Audit Management
Compliance Management
Policy Management
Service Continuity
Management
Project Management
ITSSM: From Integrated Service Desk to Governance & Risk Compliance
SMART Solutions
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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
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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
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Competitive Landscape with similarITIL compliance certificate from pink verify
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Product Roadmap
Existing
New
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
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Our Customers (Partial List)
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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
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Demo
Service Catalog
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Rich Responsive User Interface
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Users can select Servicing Team before creating a ticket
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Visual Service Catalog per Servicing Team
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Flexible Forms for each Service – Created with zero code
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Data on forms changes dynamically based on user selection
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Create Ticket with all required details – beginning of paperless transformation with e forms
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Ticket creation confirmation
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Ticket list with rich search
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Resolution is provided to user
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Users can add activity to communicate with agents
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Solution for Managed ServiceProviders with Multi-Tenancy
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HTML based email notifications
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Get Online Approvals for all Requests
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Enforce Service Level Targets
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Link Equipment's / Configuration Items to Tickets
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Complete Audit History Tracking
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Advance Search Capabilities
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Change Management Process
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Manage Timesheets
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Change Approval Tracking
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Knowledge Management
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Comprehensive Service Catalog
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Comprehensive Asset Management
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SMART Auto Asset Discovery
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Software Asset Management
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Procurement Management
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Contracts Management
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Intuitive Dashboards
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User Feedback Surveys for Service Improvement
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Event Monitoring for Service Operations Management
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Risk Management for compliance with ISO 27001:2013 & NIST
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Manage Internal Audits
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Manage ISMS Controls
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Easy to configure workflow rules
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Citizen Case Management
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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
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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
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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