About SmartITSM
SmartITSM is an IT service management software from Smart Service Desk designed to improve service management efficiency. It offers SMART auto learning Workflow Engine, advanced service automation software, and is certified by PinkVerify for 11 key ITIL processes, so organizations can achieve better compliance and operational effectiveness. Awarded by Gartner FrontRunners for two consecutive years, SmartITSM is also appraised by Capterra as the best functionality ITSM software. This platform supports flexible modular licensing models, allowing organizations to customize their service management solutions according to their specific needs. Key capabilities: ITIL process compliance Workflow automation Service quality assessment Modular licensing User-friendly interface Best for: IT managers and service desk professionals that need to reduce operational costs and improve service delivery.
SmartITSM (SMART Service Desk) is a comprehensive IT Service Management suite designed to support organizations across the full IT service lifecycle. Built in alignment with ITIL best practices, the platform offers flexibility in deployment, allowing organizations to choose between on-premise, subscription on-premise, or cloud (SaaS) models, with the added advantage of portability between options. Its modular and multilingual design makes it suitable for diverse and growing IT environments. One of SmartITSM’s major strengths is its focus on operational efficiency and cost reduction. Features such as self-service portals, automated workflows, and survey-based user feedback help reduce IT support costs while improving service quality. Automation of incidents, requests, escalations, and approvals enhances staff productivity and ensures consistency in service delivery. The inclusion of problem and knowledge management further helps eliminate recurring incidents over time. Functionally, SmartITSM delivers a robust set of ITSM modules, including incident, change, release, and service level management, supported by configurable dashboards and reporting. Integration with tools like Active Directory, MS Exchange, VOIP, and quality management systems strengthens its enterprise readiness.
Pros & Cons
- +Flexible deployment options allow organizations to switch between on-premise and cloud as needs evolve.
- +Strong ITIL alignment helps standardize service processes and improve overall IT governance maturity.
- +Extensive automation reduces manual workloads and improves response consistency across IT operations.
- +High configurability enables customization of workflows and forms without requiring programming skills.
- +Built-in reporting and dashboards support data-driven decisions and SLA performance monitoring.
- −User interface may feel complex for small teams that only require basic service desk functionality.
- −Advanced automation rules may require training to configure correctly and avoid workflow errors.
- −Performance may vary depending on deployment model and underlying infrastructure capacity.
- −Reporting customization can be limited compared to specialized business intelligence tools.
- −Mobile app capabilities may not fully match the functionality available on the desktop version.
Features
Key features
- Deployment Flexibility
- Supports on-premise, subscription on-premise, and cloud SaaS with easy portability between models
- ITIL Alignment
- Developed in line with ITIL best practices to manage the full IT service lifecycle
- Process Automation
- Automates workflows, ticket routing, escalations, approvals, and recurring tasks
- Customization Without Coding
- Allows easy configuration and administration without the need for programmers
- Self-Service & Cost Reduction
- Reduces IT support costs through self-service portals, surveys, and knowledge management
- Integration Capability
- Integrates with Active Directory, MS Exchange, VOIP, social media, and contact center solutions
- Reporting & Dashboards
- Provides built-in reports and configurable dashboards for performance trackingDeployment Flexibility: Supports on-premise, subscription on-premise, and cloud SaaS with easy portability between models
- ITIL Alignment
- Developed in line with ITIL best practices to manage the full IT service lifecycle
- Process Automation
- Automates workflows, ticket routing, escalations, approvals, and recurring tasks
- Customization Without Coding
- Allows easy configuration and administration without the need for programmers
- Self-Service & Cost Reduction
- Reduces IT support costs through self-service portals, surveys, and knowledge management
- Integration Capability
- Integrates with Active Directory, MS Exchange, VOIP, social media, and contact center solutions
- Reporting & Dashboards
- Provides built-in reports and configurable dashboards for performance tracking
Additional features
- Single and Multi-Tier Account Management
- Supports different organizational and service support structures
- Service Catalog Management
- Manages incident and service request models through a comprehensive catalog
- Incident Management
- Handles logging, tracking, and resolution of incidents
- Request Fulfillment
- Manages user service requests efficiently
- Problem Management
- Identifies root causes and prevents recurring incidents
- Change Management
- Controls and tracks IT changes to minimize risk
- Release Management
- Manages deployment of IT services and updates
- Knowledge Management
- Centralizes solutions and documentation for faster issue resolution
- Survey Management
- Collects user feedback to improve service quality
- Service Level Management
- Defines, monitors, and tracks SLA performance
- Automatic Ticket Dispatch
- Routes tickets automatically using business rules
- Email-to-Ticket Conversion
- Converts incoming emails into service tickets
- Automated Escalation
- Uses customizable thresholds for escalation
- Predefined Templates
- Speeds up handling of recurrent incidents
- Reporting
- Generates operational and performance reports
- Dashboards
- Provides visual performance and KPI monitoring
- Mobile Apps
- Enables access and management on mobile devices
- Administration Tools
- Supports system configuration and user management
- ISO Standards Integration
- Integrates with SMART QMS to support ISO 9001, ISO 27001, and ISO 20000
Pricing
Countries & Languages
Interface languages
Billing currencies
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About SmartITSM
SmartITSM is an IT service management software from Smart Service Desk designed to improve service management efficiency. It offers SMART auto learning Workflow Engine, advanced service automation software, and is certified by PinkVerify for 11 key ITIL processes, so organizations can achieve better compliance and operational effectiveness. Awarded by Gartner FrontRunners for two consecutive years, SmartITSM is also appraised by Capterra as the best functionality ITSM software. This platform supports flexible modular licensing models, allowing organizations to customize their service management solutions according to their specific needs. Key capabilities: ITIL process compliance Workflow automation Service quality assessment Modular licensing User-friendly interface Best for: IT managers and service desk professionals that need to reduce operational costs and improve service delivery.
SmartITSM Details
SmartITSM's In-App Market Place
Does SmartITSM have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), CAD (C$), AUD (A$), JPY (¥), CNY (¥), INR (₹), BRL (R$), MXN (Mex$), CHF (CHF), SEK (kr), KRW (₩), SGD (S$), HKD (HK$), DKK (kr), NOK (kr), NZD (NZ$), ZAR (R), RUB (₽)
Pros & Cons
- Flexible deployment options allow organizations to switch between on-premise and cloud as needs evolve.
- Strong ITIL alignment helps standardize service processes and improve overall IT governance maturity.
- Extensive automation reduces manual workloads and improves response consistency across IT operations.
- High configurability enables customization of workflows and forms without requiring programming skills.
- Built-in reporting and dashboards support data-driven decisions and SLA performance monitoring.
- User interface may feel complex for small teams that only require basic service desk functionality.
- Advanced automation rules may require training to configure correctly and avoid workflow errors.
- Performance may vary depending on deployment model and underlying infrastructure capacity.
- Reporting customization can be limited compared to specialized business intelligence tools.
- Mobile app capabilities may not fully match the functionality available on the desktop version.
SmartITSM's Support Options
Email Address
support@smartservicedesk.comContact
1-800-123-4567Documentation
https://docs.smartservicedesk.comCommunity Forums
https://community.smartservicedesk.comSmartITSM's Alternatives
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