it service management

Implement AI For Process Imporvement

Published January 16, 2019

Below are some of the key areas for improvement business process using AI


Most of the service desk tickets are usually ‘basic’ or ‘simple’ questions, queries that take a lot of time to answer that might impact your ticket management process and you may miss your SLAs. Chatbot takes care of these simpler questions and allows IT service desk agents to focus on more complex queries, therefore saving time and cost while greatly improving support efficiency.

Chatbot uses machine learning to learn answers to repetitive support requests and improves the response time, SLAs and overall IT service management process.

SMART Workflow & ticket assignment

AI can automatically route the incoming tickets to the respective support agent/group based on the categorization of services without the need of support agent (physically) doing the assignment manually by reading each and every ticket.

SMART Email reader

The end user can send an email to the designated support email account and describes the issue in natural language without the need to login to the ITSM solution. The ITSM tool identifies the user and creates the ticket based on the email content and also automatically assigns the ticket to the respective agent. End users gets better experience in opening tickets is easy and convenient manner, and support agents will have less manual work.


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About Us

SMART Service Desk is an Enterprise level ITSM Solution developed using industry leading best practices and standards such as ITIL Framework, ISO 20000, ISO 27001, ISO 9001, AS 9001 and NIST. SMART Service Desk has marquee customers in number of sectors such as, Government, Banking, Insurance, Oil and Gas, Electronic Retailers, Manufacturing and Educational Institutions And is currently being used by more than Half a Million Users worldwide and was primarily offered in UK, Middle East, South Africa and Australian markets with global development and support center in India.

SMART Service Desk is bringing the product line to Americas market and is now headquartered with new Development and Operations Center in Dallas, Texas along with offices in Canada, Brazil, United Kingdom, South Africa, India and Partner Offices in Philippines, Indonesia, Saudi Arabia, Bahrain, Oman, Qatar and UAE.

We offer SaaS and On-Premise solutions that let you seamlessly Manage Services, Customers and Quality Improvement Programs. Available through any web browser or native mobile apps, our solutions are designed to help you shorten deployment time, reduce risks and lower costs, including support and maintenance expenses.