SMART Service Desk Features
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Incident Management Track, prioritize, and resolve incidents using ITIL‑aligned workflows and SLA monitoring. -
Request Management Handle user requests via a structured service catalog and request fulfillment system. -
Problem Management Identify root causes and prevent recurrence by linking incidents to problems. -
Change Management Plan, review, approve, and implement changes with minimal disruption and audit trail. -
Asset Management Manage IT asset lifecycle from acquisition to disposal, track hardware/software inventory. -
Configuration Management Maintain a centralized database of configuration items and their relationships. -
SLA Management Define, monitor, and enforce SLAs, OLAs and performance thresholds. -
Workflow Automation Automate approvals, escalations, ticket routing, and notification workflow rules. -
Email Integration Convert inbound emails to tickets and send automatic alerts and responses via email. -
Multichannel Communication Support email, portal, VOIP, social media and other channels for ticket intake. -
Knowledge Management Publish FAQs, articles, cross‑reference solutions and attach files in knowledge base. -
Feedback Management Trigger CSAT surveys post‑resolution for continuous improvement. -
Interaction Tracking Log communication history, ticket activities, and audit trails for all interactions. -
Deployment Management Schedule and manage release planning, deployment and post‑release review. -
Contract / License Management Track software licenses, contracts, warranties and renewals centrally. -
Custom Branding Tailor branding, forms, thresholds, templates and workflows without coding.