SmartSuite unifies ITSM, internal service delivery, asset management, and change workflows — all linked to GRC risks and controls.
Yes — HR, Finance, Legal, and Facilities teams share the same intake and workflow structure.
Yes — SmartSuite provides lightweight dependency mapping with linked assets and services.
Shared calendars and dependency graphs identify conflicts before implementation.
Absolutely — built-in metrics track SLAs, OLAs, escalations, and turnaround times.
Yes — SmartSuite’s no-code builder allows you to tailor IT and service workflows easily.
Yes — it supports multi-team operations, governance models, and complex dependencies.
Requests, incidents, assets, changes, and dependencies can be linked directly to risks, controls, audits, and remediation workflows.
Chief Information Officer (CIO)
Drives enterprise IT strategy, ensuring technology investments support business goals, service reliability, and operational performance.
- Benefit Statement:
SmartSuite gives the CIO unified visibility into service performance, trends, and risk areas — enabling faster, more informed decisions that strengthen IT’s impact on the business.
- Benefit Source:
Centralized dashboards, real-time SLA monitoring, cross-workflow reporting, and configurable KPIs that tie IT performance to strategic outcomes.
Unified IT Oversight
Monitors SLA performance, uptime, ticket volumes, and risk indicators in a single pane of glass.
Strategic Alignment
Connects IT initiatives, service levels, and resource needs to organizational KPIs and outcomes.
Data-Driven Decisions
Uses analytics trends to prioritize investments and forecast operational needs.
Chief Operating Officer (COO)
Ensures operational activities align with organizational risk tolerances and resilience goals.
- Benefit Statement:
SmartSuite enables COOs to monitor operational risks and verify that remediation actions are effective.
- Benefit Source:
Real-time dashboards, KRIs, linked issues, and operational risk views.
Operational Risk Monitoring
Tracks risks affecting business operations, services, and processes.
Trend Analysis
Reviews risk patterns and emerging operational exposures over time.
Issue Oversight
Monitors remediation progress for risks impacting delivery and performance.
Director of IT Operations / Infrastructure
Owns day-to-day operational stability, maintenance planning, and outage coordination.
- Benefit Statement:
SmartSuite centralizes changes, maintenance, outages, and dependencies into one operational system.
- Benefit Source:
Ops calendars, outage workflows, and dependency views.
Operational coordination
Manages change and maintenance schedules
Outage oversight
Tracks major events and follow-ups
Capacity planning
Anticipates upcoming operational demand
IT Service Management (ITSM) Manager
Oversees incident, request, problem, and change workflows.
- Benefit Statement:
SmartSuite standardizes IT service operations with structured processes and SLAs.
- Benefit Source:
Ticketing workflows, SLA timers, and escalation logic.
Ticket queues & SLA monitoring
Incident & problem governance
Change workflow oversight
Internal Service Director
Manages HR, Finance, Legal, or Facilities request queues and service processes.
- Benefit Statement:
SmartSuite creates consistent intake and workflow governance across service functions.
- Benefit Source:
Request forms, approval workflows, reporting dashboards.
Request triage
SLA tracking
Workload management
Security Analyst / IT Risk Manager
Monitors risks related to IT change, configuration, outages, and internal operations.
- Benefit Statement:
SmartSuite enables risk-aware service delivery.
- Benefit Source:
Linked risk records, audits, dependency mapping.
Impact analysis
Risk reviews
Change validation
Service Desk Analyst / Ops Coordinator
Handles internal or IT requests and manages resolution workflows.
- Benefit Statement:
SmartSuite provides a single workspace to track, update, and escalate work.
- Benefit Source:
Ticket queues, assignment boards, automation.
Request intake
Work routing
Communication with requestors
Technician / Systems Administrator / IT Engineer
Executes technical tasks, maintenance, and troubleshooting.
- Benefit Statement:
SmartSuite links tasks to assets, dependencies, and change logs.
- Benefit Source:
Asset history, configuration maps, change records.
Maintenance tasks
Change execution
Coordination with Ops teams