Smart Service Desk

Somajiguda, Hyderabad, Telangana

Business Challenge Everyday Incidents happen within IT & Business systems as a challenge, along with stress and anxiety they cause. The Weak Incident handling process will have a negative impact on your business. To have an efficient and effective service desk to handle all of your incidents, you should have supported software tools for Incident Management that facilitates the restoration of normal operation of an IT Service, as early as possible. How SMART Incident Management can help you? SMART Service Desk Incident Management would improve the quality of your IT Service, productivity and customer satisfaction; reduce costs and achieve operational excellence using an single out of the box Integrated software solution Benefits Reduced cost of operation. Minimize service disruptions. Improved quality of service. Unified call logging and resolution mechanism for geographically diversified locations. Use ITIL best practices for IT Service improvements. Reduce repeat Incidents using a pro-active approach. Develop Knowledge base, based upon problem solving experience. Enhance the Business unit's confidence and perception of IT Systems.

Improving the satisfaction level of Internal & External customers and reducing operating costs are critical for Organizations to succeed in the new world economy. SMART Service Desk Request Fulfillment module stops paper at the source, helping companies increase accountability and boost productivity. SRM is used by service desk professional from IT, HR, Facilities, Finance and Administration Departments to support service requests. Service Support Associates can view the requested services, access customer data, check the required approvals and resolve the service requests. Implementing SMART SRM will achieve the following Provide all standard services using SRM (such as getting new hardware, new software media and other HR, Payroll & Facilities services). Provide a uniform mechanism for processing service requests, by giving reliable information on availability of service requests and implement an approved process of how to obtain them. Assist in General Information's, queries, suggestions and complaints

Business challenge the challenge of effective it service management is to analyze to causes of incidents and permanently remove them by providing solutions for recurring incidents. Lack of effective problem management techniques will cause high costs and low motivation for both users & support staff, since similar incidents have to be resolved repeatedly without anyone able to provide a permanent solution. How smart problem management can help you? smart service desk problem management extends incident management by providing workarounds, and temporary fixes, until it has found the root cause of incidents. Problem management depends on reviewing all the accurate information of incidents to enable reactive and pro-active analysis of the underlying root cause. Smart problem management allows it staff to become pro-active & helps them to get solely out of the fire-fighting mode, by identifying problems & known errors before the incidents occur.

In our technology driven age, often changes occur so rapidly that it becomes difficult to Manage. Proper tools and best practices are necessary for managing change. SMART Service Desk Change Management module assists IT Organizations to deploy changes in a controlled way. Change Management Provides a repeatable standardized methods and procedures for making changes. Helps in making Changes quickly and accurately as per the business needs. Protect Services while making changes – minimize the business risk.

The goal of Release Management is to ensure the integrity of live environment is protected and that correct Hardware or Software components are released. You can handle releases by recording your rollout plans and tasks, which can be assigned to appropriate release management team members, associates or groups, who will deal with the assigned work until the release has been properly deployed. SMART Service Desk, can easily be integrated, with various network and system monitoring tools – alerting the service desk issues, and potentially fixing them, before your end users and customers even know there is anything wrong. For example, using Integration with Microsoft’s System Center Operation Manager (SCOM), you can create rules, so that when an event happens, such as a failed server notification, an incident is created in SMART and alerts are sent to the appropriate support staff or support group.

SMART Knowledge Management Software allows you to develop a single database, to record and Share Information with Your Team. SMART Service Desk - Integrated Modules lays foundation for Data-to-Information-to-Knowledge-to-Wisdom (DIKW) - to understand the relationships between incident, service requests, problem, change, release and Configuration Management Database. SMART Knowledge management software facilitates the improvement of quality decision making of management and support associates, by ensuring that accurate and reliable knowledge information is provided during the entire service lifecycle. Knowledge Management ensures that IT & Business service providers have adequate information to perform their jobs in an efficient manner. SMART Knowledge Solution Managers, allows you develop enterprise-grade knowledge base, which helps you to share information from your Intranet or website, thus reducing customer support, enhancing staff productivity and eliminating time wasted searching for information across different systems such as shared online folders and paper documents. SMART Knowledge management solution is useful for SME businesses, education providers, non-profits associations and enterprise organization Benefits Reduce on-job training costs. Improve Knowledge transfer mechanism amongst staff. Reduce Duplicate Resolution efforts for same incidents, problems and change requests. Keeping Knowledge Base Updated with consistent and accurate information.

Surveys for Service Support Delivery: Get Support Feedback, after completion of Incident or service Request Tickets. You can Integrate employee or customer feedback with your existing business processes. Surveys for Employee Feedbacks: Get periodic employee surveys, since satisfied and motivated employees create more satisfied customers. Surveys for Training Feedback: Get end of course, student satisfaction feedback. Surveys for Customer Feedback: Measure and evaluate customer satisfaction, every time a customer interacts with your company. You can take actions and solve customer issues based on real-time feedback SMART Survey Management Solution, can be integrated with your existing Human Resourse, ERP Systems and your websites. Benefits Your Customers and Employees opinions and feelings are acknowledged as being important. Your Customers realize that their supplier is interested in improving business relationship and value the business from them. Your Employees are reminded that that their diligence and participation is paramount. Top Management is made aware of what their employees and customers think about them.

SMART Asset Management Solution is designed to optimize wide range of enterprise assets, including production, technical infrastructure, transport, utility, real estate, and IT assets. SMART Asset management software helps you to keep your plant, equipment, and facilities available, reliable, and safe. It is a powerful solution that can help you meet your environmental, compliance, and service goals, cut your inventory levels, purchasing costs, and safety violations, improve your staff’s productivity and help you to make decisions, faster. SMART Asset management software provides insight for all of your enterprise assets, their conditions and work processes, for better planning and control. You can manage asset deployment, specifications, monitoring, costing and tracking from a single system SMART Asset Management Solution helps in management of financial, contractual and inventory functions to support complete asset life cycle management and strategic decision making in IT environments. With SMART Asset Discovery you can capture all elements of software and hardware that are found in the modern day IT business environments. With all the detailed hardware and software attributes information gathered, organizations can make decisions about hardware and software purchases and redistribution. SMART Hardware Asset Management discovers and keeps track of the physical components of computers and computer networks, from acquisition through disposal. SMART Service Asset Management Life-cycle approach provides business best practices, which include request, approval process, procurement management, life cycle management, re-deployment and asset disposal management, with various configurable options. With a Financial Management of Assets in the hardware life cycle, organizations can make business decisions in a meaningful way and in line with the overall business financial objectives.

SMART CMDB, Maintain a Centralized Repository for Configuration Items such as, systems, software, facilities, and people as they exist at specific points in time with full visibility of infrastructure and services, leading to have more control of business environment and help to take better decisions. SMART CMDB allows you to use either predefined CI relationships or can create custom CI relationship types based business requirements. SMART CMDBs can be used for many things, including but not limited to, business intelligence, software and hardware builds, impact analysis for incident and change managements. CMDB implementations often involve the inclusion of data into the Tables from other sources such as asset management, in such a way that the source of the data retains control of the data.

SMART Software Management is the best practice incorporating a set of proven processes and procedures for managing and optimizing the purchase, deployment, maintenance, utilization, and disposal of software assets within an organization. Implementing SMART Software Management protects your software investments and helps organizations understand what software they have licensed, deployed, in use and reduce IT costs and limit operational, financial and legal risks related to the ownership and use of software. Further, SMART Software Management empowers an organization to better understand the hierarchical ranking of software products from a vendor management perspective, as well as help an organization in assisting the success of other IT functions, such as service management, procurement and strategic planning. SMART Software Management module helps in management of software assets, including license tracking, license compliance, version consolidation and installed endpoints. FEATURES

SMART Event Management can be used to define a process that helps to leverage automation and manage events to become more effective and efficient. It plays a significant role in ensuring the operational health of IT services. The SMART event management Provides operational information, as well as warnings and exceptions, to aid automation, along with process activities like event detection, Filtering, Notification, Event correlation, response and closure. SMART Event Management can integrate with any third party event monitoring and logging tools to capture all events that occur in IT infrastructure and can convert these alerts in to Incidents tickets and automate the process of incident assignments to the respective departments or groups using the SMART Workflow Engine. SMART performs a predictive analytics based on the data logged into charts and graphs.

SMART Service Desk Contract Management will help the organization to meet contract compliance regulations, centralize contract tracking and to improve overall contract administration. With SMART Service Desk Contract Management, you can manage any type of Contract such as employee, vendor, hardware annual maintenance agreements. SMART contract management has been designed to manage any type of contract with its built in interface that makes the users in the organization to easily create, configure new rules, edit and approve Contract quickly and efficiently. Centralize the management of all sub Contract, third party contact information, expiry dates, start date, end date, contract expiry alerts, approval managers, contract soft copies as attachments, Invoice Details, Financial Details & complete Audit history.

SMART Risk Management (RMA) software is available as On-Premise (licensed software) or On-Demand (SaaS) and is used to centrally identify, evaluate and prioritize organizational risks; plan and implement mitigation projects and mitigation controls; and help in monitoring key risk indicators across IT, finance, operations, and legal units organization. Our RMA software helps in risk evaluation efforts using risk registers, calculates risk score based on likelihood and risk impact. While working on risk registers you can create risk mitigation plans. With SMART workflow you can track status of risk treatment plans and ensure timely mitigation of risks. Based on the type of Risk, the system also specifies the recommended ISO/IEC standard controls, which can be used for closure of risk. Automated workflow system can raise escalation alerts to appropriate personnel, if risks are not mitigated within agreed time limits. SMART Risk Management Solution is part of Governance and Risk Compliance software suite, which has audit and compliance management modules, which allows seamless integration with other mitigation related processes such as audit findings - corrective actions, improvements, polices and change management. SMART Risk Management tool includes the following integrated modules Risk Register Management Risk Treatment Plan Management Control Objectives & Controls Management Compliance Management for CAPA/Remediation Management Policy Management Knowledge Management

Effective audit management and compliance with government regulations are driving the need for ongoing auditing. For organizations that are regulated by any type of quality management standards, regular audits are essential to reduce the risk of non-compliance. With SMART audit management organizations will be able to manage audit in a systematic manner, and allow elimination of spreadsheet based systems, which are difficult to manage internal audit programs. SMART audit management software can also be used in offline mode, which will allow auditors to record the audit findings, access checklists, while on the field/branch sites, which does not have network connectivity. Audit data entered during the field audits will be synced up with the server, after having proper validations, to ensure integrity of audit information’s. SMART Audit Management Module supports consistent management of audits to help achieve compliance for any type of standards and govt. legislations. Using dashboards audit and business managers can have real-time visibility of the compliance profile. With SMART audit management software solution you can schedule, plan, and conduct audits of any type; record audit steps, identify any subsequent non-conformances (major or minor), observations and improvements; and easily track remediation actions to ensure time closure of all audit findings within agreed deadlines. Escalations can be set before the deadlines or after the breach of deadlines to concerned business users or managers. With SMART solution, reporting is simplified, you can auto generate audit reports.

SMART Compliance Management Leverage the power of technology and data to proactively monitor and manage business and integrity risks. Compliance management can take many forms, it can be a mix of Policies, Procedures, Preparing reports and providing supporting documentation, internal auditing and third party audits SMART Compliance Management is highly configurable, which allows users to create relationships between Incident and Change Management process along with service equipment and facilities full of responsive and personalized interface Users, Managers can visualize compliance management processes through graphical dashboards with drill-down capabilities. Leverage a variety of configurable reports to monitor key control attributes, self-assessment and evaluation plans.

SMART Policy Management allows you to Manage, track and report on plans, policies, procedures and other critical documents to Control the content life cycle from creation to archive with end to end audit recording. SMART Policy Management manages your workflow and provides greater transparency to make compliance easier, by which users always have instant access to the most current version of policies and procedures. FEATURES Key Features Manage Purpose, Scope & Key words of a policy Support use defined multiple types of policies List names of all related Audience Search Policies using key words Link related Controls to individual Policies

SMART Work Order Management generates an orderly series of steps, such as Scheduling, assignment, and execution of work orders to individuals and groups accordingly to have access towards different parameters, which increase operational visibility in the business environment in the way workflow performs, Such as timesheet approvals, new customer account creation, customer account list, Invoice generation etc. SMART Users, Managers can visualize Work Order Management processes through graphical dashboards with drill-down capabilities, Leveraging a variety of configurable reports to monitor key control attributes, self-assessment and evaluation plans.

SMART Sales Management process is a summary of the activities for sales managers and users to create and manage sales quotes, sales orders, sales invoices, etc., along with timing, frequency, and expected outcomes that an organization can verify.