Enterprise Service Desk (ESM)

Modernizing Enterprise Service Management (ESM)

SmartSuite unifies internal services—HR, Facilities, Finance, Legal/Compliance, and more—into one consistent employee experience. Standardize intake, automate routing and approvals, track SLAs, and deliver real-time visibility so service teams operate efficiently and employees always know what’s happening.

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Overview
Benefits
Platform
Users
Pricing
Resources

One Platform for Connected Enterprise Service Management

SmartSuite centralizes internal service delivery across HR, Facilities, Finance, Legal/Compliance, and other shared services in one connected platform. Employees get a consistent portal and clear status updates, while service teams get structured workflows, SLAs, and dashboards—improving speed, quality, and accountability.

Unified Intake

Provide a single portal for HR, Facilities, Finance, and Legal requests.

Workflow Automation

Route requests, approvals, and tasks automatically with clear ownership.

SLA Management

Track response times, escalations, and service performance consistently.

Service Visibility

Monitor backlogs, trends, and workload with real-time dashboards.

IT Service Delivery

Enterprise Service Desk (ESM) Products

Knowledge Management

Centralize and deliver knowledge across service workflows with structured content, real-time access, and integration into support and operations processes.

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Service Catalog

Define and deliver services with a centralized catalog, structured request forms, and automated workflows across your organization.

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Service Desk & Request Portal

Manage tickets, service requests, and fulfillment workflows with a centralized service desk, self-service portal, and automated operations.

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Explore all IT service delivery products

Capabilities in the Enterprise Service Management Suite

SmartSuite provides the core capabilities needed to deliver a unified internal service experience while enabling each service team to run its own workflows and governance.

Deliver a unified internal service experience with clarity and accountability.

Centralize HR, Facilities, Finance, and Legal requests in one connected workspace. SmartSuite links intake, workflows, approvals, and SLAs—providing real-time visibility, faster resolution, and consistent service delivery across the enterprise.

Employee Self-Service Portal

Give employees a portal to submit requests, find answers, and track status across HR, IT, facilities, and more.

Service Catalog

Publish a service catalog with request options, eligibility, SLAs, and automated routing for consistent service delivery.

Automated Routing

Rules-based assignment, categorization, prioritization, and handoffs across teams.

Approval Workflows

Multi-step approvals for HR exceptions, finance spend, legal reviews, and policy routing.

SLA / OLA Tracking

SLA timers, breach alerts, escalation rules, and performance monitoring.

Service Request Management

Intake and route service requests with forms, SLAs, approvals, and status tracking across teams.

Self-Service Content

FAQ and knowledge linking to reduce ticket volume and improve resolution speed.

Shared Services Reporting

Live dashboards for backlog, SLA performance, category trends, and service team workload.

Provide One Unified Portal for Employees

Give employees a single, consistent place to submit and track internal service requests.

Highlights:

  • Unified request portal across HR, Facilities, Finance, and Legal
  • Status visibility and notifications for requestors
  • Knowledge links to reduce repetitive requests
IT service management wheel linking requests, incidents, assets, policies, audits and reporting
Service request form capturing ticket summary, submitter, request type, criticality and details

Standardize Intake and Routing Across Service Teams

Replace email-driven intake with structured forms and automated triage logic.

Highlights:

  • Category-based routing rules and assignment workflows
  • Required fields to improve intake quality and reduce rework
  • Clear ownership and handoffs between teams

Manage Approvals and Multi-Step Workflows

Support real-world workflows like contract reviews, spend approvals, and HR exceptions.

Highlights:

  • Multi-step approvals with decision logs and comments
  • Conditional routing based on thresholds or request type
  • Automated reminders and escalations to prevent delays
Support ticket flow kanban by status from opened and urgent to on hold and in development
Ticket metrics showing tickets submitted, first response time, resolution time and reopen rate

Track SLAs, Backlogs, and Service Performance

Improve accountability with live dashboards and SLA discipline across service teams.

Highlights:

  • SLA/OLA timers with escalation workflows
  • Backlog dashboards by category, team, or location
  • Trend reporting to identify bottlenecks and staffing needs

Scale Shared Services with Governance and Control

Operate enterprise shared services with security, auditability, and role-based access.

Highlights:

  • Role-based permissions for sensitive categories
  • Audit trails and version history for decisions
  • Consistent workflows across departments and regions
IT service request for a new laptop with request details, management fields and timeline

Built For Modern Shared Services Teams

SmartSuite delivers enterprise-grade service management with consumer-grade usability. Start with one internal service area—then expand into a unified service model across the enterprise.

Start Small

Adopt a Single Capability

Begin with HR Requests, Facilities Work Orders, or Finance Approvals—prove value fast and expand from there.

Scale Confidently

Roll Out a Full Category

Enable ESM end-to-end—standardizing intake, routing, approvals, and SLAs across multiple internal service teams.

Unify Everything

Deploy a Unified Enterprise Service Model

Bring all internal services into one portal and dashboard experience—connecting service performance, governance, and reporting across departments.

Explore Further

Learn more about enterprise service management, internal shared services, and how to design scalable intake and workflow automation.

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About SmartSuite
What's new
What is Self-Service & Knowledge Management in ITSM
What Is Enterprise Risk Management (ERM)?
What is IT Service Management?
What is Legal Intake Management?
What is ITSM Metrics & Analytics for IT Service Delivery
What is Workflow Automation?
What is Matter Management?

Frequently Asked Questions

Answers to common questions about how SmartSuite improves internal request management and service delivery.

What is Enterprise Service Management (ESM)?

ESM applies service management principles—intake, workflows, SLAs, and reporting—to internal service teams beyond IT.

Can SmartSuite support HR, Facilities, Legal, and Finance requests in one system?

Yes—each team can run its own workflows on a shared framework with one unified portal.

Does SmartSuite provide an employee self-service portal?

Yes—employees can submit requests, track status, and access knowledge in one experience.

Can we automate routing and approvals?

Yes—routing rules, approvals, notifications, and escalations are fully configurable.

Do you support SLAs and escalation workflows?

Yes—SLAs, OLAs, breach alerts, and escalations are supported across service categories.

See How SmartSuite Unifies Internal Services

Experience one service model for HR, Facilities, Finance, and Legal—with consistent intake, routing, SLAs, and reporting.

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The Connected Value of SmartSuite ESM

Quantifiable improvements achieved when organizations centralize internal service intake, routing, approvals, and SLAs in SmartSuite.

33%

Source: Gartner Internal Service Delivery Benchmark, 2023 — unified internal service platforms reduced request cycle times by 30–35%.

Faster Internal Request Resolution

Structured workflows and automated routing reduce time-to-resolution across service categories.

30%

Source: Forrester Enterprise Service Efficiency Study, 2023 — centralized service desks reduced repetitive admin work by 28–32%.

Reduction in Manual Triage and Status-Chasing

Shared workspaces replace email threads and spreadsheets, reducing back-and-forth and clarifying ownership.

32%

Source: McKinsey Operational Services Benchmark, 2022 — unified service visibility improved decision-making by ~32%.

Improved Visibility into Service Backlogs and SLAs

Dashboards provide real-time insight into volumes, SLA health, bottlenecks, and team capacity.

36%

Source: BCG Employee Experience Study, 2023 — integrated service desk platforms improved satisfaction by 30–36%.

Better Employee Experience & Cross-Team Alignment

A consistent portal and clear status updates improve satisfaction and reduce confusion across departments.

Key Benefits of the ESM Suite

Modern shared services require consistent intake, structured workflows, SLA discipline, and transparent reporting. SmartSuite delivers a unified service model across HR, Facilities, Legal, Finance, and other internal service teams.

Unified Service Experience & Visibility

Single Employee Portal

Provide one consistent entry point for all internal service requests.

Standardized Intake Forms

Capture required information upfront to reduce back-and-forth and rework.

Real-Time Status Visibility

Give requestors clear updates, ownership, and next steps at all times.

Central Service History

Maintain full context and traceability across requests and interactions.

Service Performance Dashboards

Monitor backlog volume, trends, and SLA performance in real time.

Improved Employee Experience

Reduce frustration by replacing email and tickets with clear workflows.

Workflow Efficiency, Automation & SLA Control

Automated Routing & Triage

Assign requests automatically based on category, urgency, and department.

Multi-Step Approvals

Support finance, legal, and policy approvals with structured workflows.

SLA & OLA Enforcement

Track response times, escalations, and overdue items consistently.

Repeatable Service Workflows

Standardize common service requests for predictable execution.

AI-Assisted Request Handling

Use AI Assist to summarize requests and accelerate triage (optional).

Faster Resolution Times

Reduce delays by eliminating manual coordination and follow-ups.

Governance, Security & Scalable Shared Services

Role-Based Access Controls

Protect sensitive HR, legal, and finance data with granular permissions.

Audit Trails & Decision History

Track approvals, changes, and actions with full traceability.

Cross-Department Reporting

Identify bottlenecks, staffing gaps, and demand trends across teams.

Scalable Service Catalogs

Support multiple locations, divisions, and service models.

No-Code Adaptability

Evolve workflows, SLAs, and forms without engineering effort.

Consistent Service Governance

Apply shared standards while preserving department flexibility.

Deliver Faster, More Consistent Internal Services at Scale

Replace email-based requests with structured workflows, clear ownership, and real-time SLA visibility across service teams.

Talk to an ESM expert

How the SmartSuite Platform Powers Enterprise Service Management

SmartSuite connects intake, routing, approvals, SLAs, and reporting—enabling shared services to deliver consistent internal support across the enterprise.

No-Code Configuration

Customize request forms, workflows, routing rules, dashboards, and SLA models without engineering.

Example:
An HR Operations Manager creates a new “Employee Equipment Request” form with required approvals, SLA targets, and conditional fields for role, location, and cost center.
Automation Engine

Automate triage, routing, approval tasks, escalations, SLAs, and status updates.

Example:
When a facilities request is submitted as “Urgent,” SmartSuite automatically routes it to the on-call team, escalates if SLA thresholds are missed, and notifies the requester of progress.
AI Assist for Internal Service Teams

Automatically classify requests, summarize conversations, generate responses, and recommend next actions.

Example:
AI Assist generates a concise summary of a multi-comment legal request and drafts a response explaining next steps for the requester.
Linked Record Architecture

Connect employees → requests → tasks → approvals → documents → history in one system.

Example:
A finance approval request links directly to the employee record, supporting documents, approval decisions, and final resolution for complete traceability.
Dashboards & Analytics

Monitor service demand, backlog, SLAs, category trends, and team capacity.

Example:
Shared services leaders review dashboards showing request volume by department, average resolution time, SLA compliance, and staffing load.
Permissions & Governance Controls

Apply advanced security for HR, Legal, Finance, and sensitive workplace data with audit trails and role-based access.

Example:
Legal and HR requests are restricted to authorized roles, while leadership receives read-only access to anonymized performance metrics and trends.
Explore the SmartSuite platform

Connect Service Delivery Across Departments

SmartSuite enables HR, Facilities, Finance, and Legal teams to operate on one shared service model—without siloed tools.

Powered by :
Linked Records
Service Catalog
Permissions & Access Controls
Real-Time Updates
IT help desk working report of user requests grouped by department with priority

Streamline Triage, Approvals, and Resolution

Automated routing and multi-step workflows reduce delays and improve service consistency.

Powered by :
Automation
Approval Workflows
Notifications
Task Management
AI prompt that assigns a priority to each new service request and records its reasoning

Gain Real-Time Visibility into Shared Services Performance

Dashboards provide live insight into backlog, SLAs, trends, and workload.

Powered by :
Dashboards & Reporting
Global Filters
SLA & Escalations
KPI Scorecards
Shared services ticket dashboard with requests submitted by priority and by type

AI Assist & Governance Improve Service Quality

AI improves response speed and clarity while governance ensures traceable decisions and secure data handling.

Powered by :
AI Assist
Activity History (Audit Trail)
Permissions & Access Controls
Version History
AI automation that creates service tickets from each device assessment record

The SmartSuite Platform:
Powered by Eight Interconnected Frameworks

The SmartSuite Platform consists of eight interconnected frameworks that provide a foundation for designing, automating, analyzing, and governing connected workflows.

Data Architecture Framework

Build structured, relational data models using tables, fields, and records that ensure consistency and scalability across workflows.

Workflow Orchestration Framework

Design and tailor workflows visually with structured data models, clear progression, and intuitive interfaces for every step.

Automation Framework

Streamline work with triggers, conditions, and multi-step actions that eliminate manual effort and orchestrate end-to-end processes.

Artificial Intelligence Framework

Embed intelligence into workflows with AI that analyzes data, supports decisions, and automates complex steps securely.

SmartSuite
Platform
Designed for the way modern teams work  - fast, visual, and intuitive.
Secure Collaboration Framework

Enable contextual collaboration with comments, file sharing, notifications, and external access—all governed by SmartSuite permissions.

Enterprise Reporting Framework

Visualize and analyze data using dashboards, charts, and real-time reports that update instantly across your workspace.

Integrations Framework

Connect SmartSuite to your ecosystem using native integrations, iPaaS connectors, APIs, and webhooks so data flows between systems.

Security & Governance Framework

Protect data with role-based access, authentication controls, audit history, and enterprise-grade governance that scales organization-wide.

Security and Governance, Built for Enterprise Scale

SmartSuite provides fine-grained, role-based permissions that protect data without slowing innovation.
Define access down to the record, field, or workflow level, enforce compliance with SSO, 2FA, and IP restrictions, and maintain a complete audit trail of every action.
With SmartSuite, governance and agility work together — innovation moves fast, and your security moves with it.

See how SmartSuite keeps data secure
Role-Based Access

Control visibility by user, role, or team.

Authentication

SSO, 2FA, and IP restrictions built-in.

Audit History

Track every change for 3+ years.

Compliance

SOC 2, GDPR, and enterprise governance ready.

Work Anytime, Anywhere, on Any Device

Stay connected and productive wherever you are.
SmartSuite works flawlessly across web, tablet, and mobile, so your team can manage projects, collaborate, and automate workflows in real time — whether in the office, remote, or on the go.

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The Platform That Connects Intake, Workflows & Governance

SmartSuite links request intake to approvals, tasks, evidence, and reporting—so service operations stay consistent and audit-ready.

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Role-Based Capabilities for Enterprise Service Management (ESM)

SmartSuite supports shared services teams across HR, Facilities, Finance, Legal/Compliance, and Operations with a unified intake experience, structured workflows, SLA discipline, and real-time visibility. Each role uses SmartSuite to deliver faster service, reduce manual coordination, and improve the employee experience.

Executive Leadership

Chief Operating Officer

Chief Operating Officer

Ensures operational activities align with organizational risk tolerances and resilience goals.

Explore the Chief Operating Officer role

  • 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.

How they use the Enterprise Service Desk suite

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.

Head of Shared Services / Director of Enterprise Operations

Head of Shared Services / Director of Enterprise Operations

Leads shared services strategy, standardization, and continuous improvement across internal service teams.

Explore the Shared Services Director role

  • Benefit statement

    SmartSuite standardizes intake and execution across service teams while preserving department-specific workflows—improving consistency without slowing teams down.

  • Benefit source

    Unified portal, request catalog, routing rules, SLA governance, and service analytics.

How they use the Enterprise Service Desk suite

Service model design

Defines standardized request types, workflows, and SLAs.

Performance management

Monitors backlog, SLA attainment, and resolution trends.

Continuous improvement

Identifies bottlenecks and optimizes service processes.

Cross-Functional & Departmental Roles

HR / People Operations Manager

HR / People Operations Manager

Oversees employee lifecycle workflows such as onboarding, training, compliance, and engagement.

Explore the HR Operations Manager role

  • Benefit statement

    SmartSuite centralizes HR operational processes—improving visibility, compliance, and collaboration across teams.

  • Benefit source

    Automated onboarding workflows, compliance tracking, people analytics dashboards.

How they use the Enterprise Service Desk suite

Onboarding workflows

Automates employee setup with cross-department task coordination.

Compliance tracking

Monitors certifications, training completions, and policy acknowledgments.

People analytics

Reviews hiring, attrition, and workforce trend metrics.

Domain Service Leaders

Facilities / Workplace Manager

Facilities / Workplace Manager

Oversees workplace service requests including building issues, office moves, safety items, and operational service needs.

Explore the Facilities Director role

  • Benefit statement

    SmartSuite centralizes facilities requests and improves execution visibility—reducing delays and improving service quality across locations.

  • Benefit source

    Work order workflows, scheduling views, SLA timers, and operational dashboards.

How they use the Enterprise Service Desk suite

Request management

Tracks facilities issues with ownership and priority.

Work coordination

Assigns tasks and monitors progress to completion.

Service performance

Reviews backlog trends and SLA attainment.

Finance Operations / AP Manager

Finance Operations / AP Manager

Manages finance service workflows such as PO questions, invoice resolution, payment approvals, and internal finance requests.

Explore the Controller role

  • Benefit statement

    SmartSuite standardizes finance request intake and approvals with audit-ready documentation—improving control and reducing cycle time.

  • Benefit source

    Approval workflows, document attachments, SLA tracking, audit trails, and dashboards.

How they use the Enterprise Service Desk suite

Approval routing

Manages spend approvals and finance-related workflows.

Documentation control

Ensures invoices and supporting artifacts are tracked.

SLA management

Monitors turnaround times and escalations.

Legal Operations / Compliance Intake Manager

Legal Operations / Compliance Intake Manager

Routes legal/compliance requests such as contract reviews, advisory requests, and policy/compliance questions to appropriate owners.

Explore the Legal Operations Manager role

  • Benefit statement

    SmartSuite creates transparent, traceable intake and review workflows—reducing delays and improving auditability for legal and compliance services.

  • Benefit source

    Intake forms, routing rules, approval logs, version history, and permissions.

How they use the Enterprise Service Desk suite

Request routing

Assigns requests based on category, urgency, and owner.

Review tracking

Monitors status and ensures timely completion.

Audit readiness

Maintains decision trails and supporting documentation.

Support Teams & Contributors

Service Desk Coordinator / Operations Analyst

Service Desk Coordinator / Operations Analyst

Supports triage, assignment, follow-up, and reporting across internal service request workflows.

Explore the Service Desk Analyst role

  • Benefit statement

    SmartSuite reduces manual coordination by automating routing and providing real-time SLA and backlog visibility.

  • Benefit source

    Automated routing, queue views, SLA dashboards, and analytics reports.

How they use the Enterprise Service Desk suite

Triage & assignment

Routes requests and ensures ownership is clear.

SLA monitoring

Flags and escalates requests at risk of breach.

Reporting support

Produces trends and backlog summaries for leadership.

Service Desk Operations

ESM Service Desk Manager / Service Delivery Lead

ESM Service Desk Manager / Service Delivery Lead

Owns service desk operations across multiple internal service teams and ensures consistent execution and service quality.

Explore the Service Desk Manager role

  • Benefit statement

    SmartSuite provides a single control center to manage queues, SLAs, escalations, and cross-department performance.

  • Benefit source

    Queue dashboards, SLA timers, routing automation, escalation rules, and reporting.

How they use the Enterprise Service Desk suite

Queue governance

Monitors workload distribution and queue health.

Escalations

Manages overdue and high-priority request escalation paths.

Performance review

Evaluates service trends and quality improvements.

Service Desk Coordinator / Shared Services Analyst

Service Desk Coordinator / Shared Services Analyst

Supports triage, assignment, follow-up, and reporting across internal service request workflows.

Explore the Service Desk Analyst role

  • Benefit statement

    SmartSuite reduces manual coordination by automating routing and providing real-time SLA and backlog visibility.

  • Benefit source

    Automated routing, queue views, SLA dashboards, and analytics reports.

How they use the Enterprise Service Desk suite

Triage & assignment

Routes requests and ensures ownership is clear.

SLA monitoring

Flags and escalates requests at risk of breach.

Reporting support

Produces trends and backlog summaries for leadership.

Requestor & Stakeholder Roles

People Manager / Department Manager

People Manager / Department Manager

Submits requests and approvals related to onboarding, exceptions, workplace needs, or finance/legal workflows for their team.

  • Benefit statement

    SmartSuite provides clear status visibility and structured approvals—reducing delays and improving accountability.

  • Benefit source

    Request status dashboards, approval workflows, and notification updates.

How they use the Enterprise Service Desk suite

Request Submission

Submits structured requests through the portal.

Approval Participation

Approves exceptions and finance/legal steps as needed.

Status Visibility

Tracks progress without chasing updates.

Employee / Request Submitter

Employee / Request Submitter

Submits internal service requests and expects fast, transparent resolution and updates.

  • Benefit statement

    SmartSuite delivers a consistent employee service experience with clear intake, status tracking, and communication in one place.

  • Benefit source

    Employee self-service portal, notifications, request history, and knowledge access.

How they use the Enterprise Service Desk suite

Submit Requests

Uses a unified portal and structured request forms.

Track Status

Receives notifications and sees request progress in real time.

Self-Service

Accesses knowledge content to resolve common needs faster.

Built for Shared Services and Internal Operations Teams

Whether you lead HR Ops, Facilities, Finance Ops, Legal Ops, or IT service delivery, SmartSuite provides clear workflows and shared visibility.

Schedule a team demo

Flexible Pricing Designed for Every Organization

Whether you’re a growing team or a global enterprise, SmartSuite’s pricing adapts to how your business works.
Choose platform-wide access with user-based pricing or tailor licenses to your organization’s scale and structure with our solution-based model.

User-Based Pricing

provides access to the entire SmartSuite platform under one per-user license, perfect for connected workflows across teams and departments.

Solution-Based Pricing

is purpose-built for enterprises with thousands to tens of thousands of users, offering the flexibility to license only the specific SmartSuite Solutions needed for scale, compliance, and control.

User-Based Pricing: Simplify Access Across Every Team

Our Team, Pro, and Enterprise plans make it easy to scale access across your organization. Each licensed user
can access all SmartSuite solutions — with predictable pricing that grows as you do.

  • One per-user license for all SmartSuite solutions.
  • Ideal for organizations connecting workflows across departments.
  • Scalable across teams and business functions.
  • Available in Team, Pro, and Enterprise plan tiers.
Ideal For:
Small to mid-sized businesses or companies deploying SmartSuite across multiple teams who value simplicity and
unified access.
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Team
$15
seat / month billed annually
$20 billed monthly
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For teams that need a better way to manage workflows
  • SmartSuite AI
  • Min 3 Billable Users
  • Unlimited Solutions
  • 5,000 Records per Solution
  • 50GB of File Storage
  • 30 Days Recycle Bin
Professional
$32
seat / month billed annually
$36 billed monthly
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For teams and departments who need more advanced features to manage their workflows.
  • SmartSuite AI
  • Min 5 Billable Users
  • Unlimited Solutions
  • 100,000 Records per Solution
  • 100GB of File Storage
  • 45 Days Recycle Bin
Included Team Plan plus:
  • Folders
  • Gmail and Outlook Integrations
  • Advanced Permissions
Enterprise
Custom Pricing
Contact sales
For organizations that need scalable workflows with advanced features, security, and support.
  • SmartSuite AI
  • Min 10 Billable Users
  • Unlimited Solutions
  • 400,000 Records per Solution
  • 500GB of File Storage
  • 60 Days Recycle Bin
Included Professional Plan plus:
  • SSO
  • SCIM User Provisioning
  • SCIM-Synced User Groups
  • Audit Logs
  • IP Address Restrictions
  • Data Loss Prevention (DPL)
  • European Data Residency
  • Premium Support

Solution-Based Pricing: Purpose-Built for Enterprise Scale

For global organizations and regulated industries requiring complex governance or large-scale rollouts, SmartSuite offers a Solution-Based Pricing model. This model allows enterprises to license specific SmartSuite Solutions — such as GRC, ITSM, or Procurement — for tens of thousands of users, tailored to their exact needs.

  • Tailored Licensing — Structure licenses by department, region, or regulatory requirement.
  • Purpose-Built for Scale — Designed for enterprises managing thousands of users.
  • Customizable Agreements — Includes the ability to tailor terms and access levels to meet unique business needs.
  • Enterprise Confidence — Built for large financial institutions, insurers, and global enterprises who require high-performance
    and governance.
Example:
A global bank licenses SmartSuite’s GRC Solution Suite for 12,000 users across multiple regions, integrating risk, compliance, and audit functions on a secure, unified platform — all within a tailored license framework that meets regulatory and performance requirements.
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GRC Solution Suite
Audit Management
  • Audit Management
  • Issues Management
Operational Resilience
  • Operational Resilience
  • Business Impact Analysis (BIA)
  • Incident Management
  • Crisis Management
Risk Management
  • Enterprise Risk Management:
  • Third-Party Risk
  • Vendor Portal
  • Cyber Threat Management
  • RCSA (Risk & Control Self-Assessment):
  • Issues Management
  • Business Structure
  • Contract Management
Compliance Management
  • Policy Management
  • Regulatory Change Management
  • SOC 2 Compliance
  • CRI Profile Compliance
  • Control Framework & Regulatory Libraries
  • Compliance Assessments & Testing
  • ESG & Sustainability Management

Compare Our Pricing Models

Access
Pricing Basis
Plans
Ideal For
Scalability
Governance
Flexibility
User-Based Pricing
All SmartSuite Solutions
Per active user license
Team, Pro, Enterprise
Growing businesses, cross-team workflows
Add users instantly
Standard platform permissions
Unified platform access
Solution-Based Pricing (Enterprise)
Licensed Solutions Only
Per solution license
Enterprise-only, tailored
Large-scale or regulated enterprises
Add new solutions as needed
Enterprise-grade compliance and controls
Tailored by solution, region, or compliance scope

Frequently Asked Questions

Answers to common questions about SmartSuite’s pricing models, plan options, and onboarding programs.

What are the different SmartSuite plan types?

SmartSuite offers four plan types: Team, Pro, Enterprise, and Signature.

  • Team, Pro, and Enterprise Plans use a per-user pricing model with feature and usage limits designed to scale as your organization grows.
  • Signature Plan provides per-solution pricing for enterprises that need to license specific SmartSuite Solutions — such as GRC, ITSM, or Procurement — for large user populations with advanced governance and support requirements.
How does the Signature Plan differ from other plan types?

You can start by filling out the partner program registration form here.

Are there limits on automations, API calls, or usage?

By signing up to the Service Provider Partner Program you agree to our terms and conditions.

What onboarding, training, and support services are included?

There is no cost. However, there are additional eligibility requirements to join.

First, you must be a customer of SmartSuite to be eligible to participate in the Service Provider Partner program. We believe it is important for all of our partners to be active SmartSuite users (minimum 5 active account members). It’s difficult to recommend a SaaS product that you do not see value in using yourself!

Additionally, you must have 15+ employees and $1.5M in annual revenue to join our network of solution partners.

Can SmartSuite provide customized pricing for complex organizations?

You will be able to work leads through your sales process to a closed-won or closed-lost state.

How can I get a customized quote for my organization?

You will be able to work leads through your sales process to a closed-won or closed-lost state.

Flexible Pricing for Shared Services Teams

Choose per-user or per-solution pricing that scales across departments and regions, with a unified internal service model.

Request a custom quote
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Featured Resources

Explore through leadership, case studies, and insights from financial services leaders.

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Distributed Teams — Standardized Internal Request Management
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Browse short, on-demand videos that demonstrate how SmartSuite’s Solutions and features work — from automation setup to real-world use cases.
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Support

Help When You Need It.
Access the knowledge base for best practices and step-by-step guidance, or connect directly with our support team for personalized assistance.
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Customer Stories

See How Leading Companies Succeed with SmartSuite.
Explore real-world examples of how organizations use SmartSuite to connect teams, improve efficiency, and achieve measurable results.
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Feature Requests

Help Shape the Future of SmartSuite.
Submit new ideas, vote on upcoming features, and see what’s on our product roadmap — your feedback drives innovation.
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Community

Collaborate with Builders and Innovators.
Join thousands of SmartSuite users to share ideas, learn best practices, and collaborate on creative solutions for real-world challenges.
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Developer Resources

Build and Extend with SmartSuite.
Access APIs, SDKs, and integration tools to connect SmartSuite to your enterprise stack and develop custom extensions.
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Frequency Asked Questions

300+ Articles. One Knowledge Base.
Explore 300+ short, plain-language articles that explain SmartSuite features, concepts, and best practices in clear, simple language.
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Security at SmartSuite

Enterprise Security You Can Trust.
Access detailed information on SmartSuite’s security architecture, compliance certifications, data protections, and enterprise-grade governance practices.
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What’s New

See what shipped.

Every new feature, improvement and announcement, with the plans each one is available on.
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Latest updates
Mobile: Data Schema Widget
October 5, 2026
Managed Secrets
October 5, 2026
AI: Updated Supported Models
September 28, 2026

Explore Further

Learn more about enterprise service management, internal shared services, and how to design scalable intake and workflow automation.

All articles
About SmartSuite
What's new
What is Self-Service & Knowledge Management in ITSM
What Is Enterprise Risk Management (ERM)?
What is IT Service Management?
What is Legal Intake Management?
What is ITSM Metrics & Analytics for IT Service Delivery
What is Workflow Automation?
What is Matter Management?

Getting Started with SmartSuite

Play Getting Started with SmartSuite, part 1: Navigation
Part 1: Navigation

Learn the SmartSuite layout: workspace, Solutions, Views, Records. See how to navigate, search, filter, and create items to get productive fast.

Play Getting Started with SmartSuite, part 2: Homepage
Part 2: Homepage

Understand the Homepage layout: sidebar, header, search, and activity. Pin favorites, review assignments, and launch Solutions with one click. Make it your daily command center.

Play Getting Started with SmartSuite, part 3: Views
Part 3: Views

See your data from every angle. Learn Grid, Kanban, Calendar, and more. Switch views, sort and filter, group records, and save personal or shared views for repeatable workflows.

Play Getting Started with SmartSuite, part 4: Field Types
Part 4: Field Types

Explore SmartSuite field types: text, number, date, select, user, files, links, formulas, lookups, and more. Learn when to use each to capture, calculate, relate, and display data clearly.

Play Getting Started with SmartSuite, part 5: Dashboards
Part 5: Dashboards

Your command center: one Dashboard to track goals, tasks, and dependencies. Mix charts with lists, watch trends over time, and click through to fix issues immediately.

Play Getting Started with SmartSuite, part 6: Automations
Part 6: Automations

Automations do the busywork. Set a trigger, choose actions—notify people, update fields, create records, send webhooks—and let SmartSuite run it whenever conditions are met.

Play Getting Started with SmartSuite, part 7: Permissions
Part 7: Permissions

Set permissions once, scale safely. Use solution roles, table permissions, and saved views with filters to expose only relevant records to each team or stakeholder group.

Play Getting Started with SmartSuite, part 8: SmartSuite AI
Part 8: SmartSuite AI

Prompt-driven automations. Provide instructions with placeholders for record fields; AI uses that context to produce exactly what you need, then the automation stores or sends it.

Play Getting Started with SmartSuite, part 9: Formula Field
Part 9: Formula Field

Use Formula fields to calculate values from other fields. Combine math, logic, and text to automate totals, statuses, scores, and dynamic results across records. Quickly.

Play Getting Started with SmartSuite, part 10: Power Search
Part 10: Power Search

Use Power Search to instantly find records across fields and Solutions. Combine keywords, filters, and operators to pinpoint exactly what you need in seconds.

Play Getting Started with SmartSuite, part 11: Notifications
Part 11: Notifications

Stay informed with SmartSuite notifications. Get real-time alerts for updates, assignments, comments, and changes so you never miss important activity.

Play Getting Started with SmartSuite, part 12: Starred Items
Part 12: Starred Items

Star items you use most to access them fast. Keep important Solutions, Views, and records pinned for quick access and a more focused daily workflow.

Resources to Improve Internal Service Delivery

Explore templates, best practices, playbooks, and case studies for modernizing internal services across HR, Facilities, Legal, Finance, and more.

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