Modernizing IT Service Management
SmartSuite powers your service desk, incident, problem, and change workflows on a unified platform. Standardize request intake, automate routing and approvals, and monitor SLAs with real-time visibility into the services that keep the business running.
One Platform for Connected IT Service Management
SmartSuite unifies IT service delivery on one connected platform—reducing silos, improving service quality, and providing real-time SLA visibility. Standardize service desk workflows, manage incidents and problems, govern change, and deliver a consistent experience for every end user.
Service Desk
Manage requests and tickets with consistent intake and routing.
Incident Response
Resolve incidents faster with clear ownership and escalation.
Change Control
Govern changes with approvals, scheduling, and audit trails.
SLA Visibility
Track performance, breaches, and trends with real-time dashboards.
Information Technology Service Management (ITSM) Products
Plan, approve, and implement changes with structured workflows, risk controls, and real-time visibility across systems and services.
Detect and resolve IT incidents quickly with structured workflows, SLA tracking, and real-time visibility across systems and service operations.
Capabilities in the IT Service Management Suite
SmartSuite provides the core ITSM capabilities needed to deliver consistent service, manage incidents and change, and improve reliability — with SLAs, automation, and real-time visibility.
Deliver reliable IT services with structured workflows and real-time SLA visibility.
Centralize service requests, incidents, problems, changes, and approvals in one connected workspace. SmartSuite links service activity to owners, priorities, and escalations—providing faster resolution, fewer repeat issues, and full transparency across the services that keep the business running.
Capture, categorize, prioritize, and route tickets with clear ownership, queues, and end-user visibility.
Manage incident lifecycles from detection through resolution, including severity handling and consistent response workflows.
Coordinate major incidents with escalation paths, stakeholder updates, timelines, and post-incident reviews.
Identify root causes, implement long-term fixes, and prevent recurring issues.
Plan, approve, and track changes—risk, impact, testing, CAB decisions, and post-change reviews.
Provide standardized request types with automated workflows, approvals, and fulfillment steps for consistent service delivery.
SLA timers, breach alerts, escalation rules, and performance monitoring.
Track backlog, resolution times, SLA performance, top categories, and service trends with real-time dashboards.
Centralized IT Service Desk
Unify incident, request, and problem management in one place. SmartSuite provides a single source of truth for all IT operations — increasing efficiency and reducing response times.
Highlights:
- Omnichannel ticket intake (email, chat, portal)
- Configurable SLAs and escalation rules
- Role-based dashboards for agents and managers
Automate Service Workflows
Streamline repetitive tasks with no-code automation. From request approvals to change scheduling, SmartSuite automates every step of IT service delivery.
Highlights:
- Trigger-based workflows for incidents, changes, and assets
- Integration with Slack, Teams, and email for alerts
- Scheduled automations for maintenance and patch cycles
See IT Service Management in Action
Watch how SmartSuite centralizes tickets, incidents, problems, changes, and service requests — delivering faster resolution, clearer ownership, and real-time SLA visibility across IT service delivery.
Gain Complete Visibility with Dashboards
Track service performance, SLAs, and backlog in real time. Interactive dashboards help IT leaders identify bottlenecks and improve outcomes across the organization.
Highlights:
- Real-time metrics on resolution times and SLA compliance
- Compliance readiness and aTrend analysis by category, priority, or assigneeudit status dashboards
- Custom dashboards for executives, managers, and agents
Manage Changes with Confidence
Implement structured change processes that minimize disruption and risk. Automate approvals and maintain audit trails for compliance.
Highlights:
- Impact and dependency analysis through visual CMDB
- Automated approval workflows and notifications
- Change calendar with deployment tracking
Empower Users with Self-Service
Provide employees with a service portal and knowledge base that deliver answers instantly. Reduce IT workload while improving satisfaction.
Highlights:
- Branded service portal with AI-powered search
- Knowledge base linked to request and incident forms
- Deflection tracking to measure self-service success
Built For Modern IT Service Teams
SmartSuite brings enterprise-grade ITSM with consumer-grade usability. Start with the workflows you need today and expand as service complexity, SLA requirements, and change volume grow.
Adopt a Single Capability
Begin with Service Desk Ticketing, Incident Management, or a Request Catalog—prove value fast and expand from there.
Roll Out a Full Category
Enable ITSM end-to-end—connecting incidents, requests, problems, changes, SLAs, and approvals in one coordinated system.
Connect ITSM to ITAM and ITOM
Link tickets and incidents to assets, releases, and maintenance events for deeper context and faster resolution across IT operations.
Explore Further
Learn more about IT service management best practices and how SmartSuite helps modernize IT operations across the enterprise.
Frequently Asked Questions
Answers to the most common questions about SmartSuite’s IT Service Management capabilities.
SmartSuite ITSM combines the power of traditional IT service management with the flexibility of a modern no-code platform.
Unlike legacy ITSM tools that require costly configurations and rigid processes, SmartSuite empowers IT leaders to customize workflows, automate service delivery, and integrate seamlessly with enterprise systems — all through an intuitive interface designed for rapid adoption.
SmartSuite ITSM aligns with ITIL best practices, supporting Incident, Problem, Change, Request, Configuration, and Knowledge Management out of the box.
Teams can easily extend these processes with SmartSuite’s automation engine and linked data model to manage additional IT workflows such as asset management, service requests, and vendor coordination.
Yes. SmartSuite’s Enterprise Integration Framework connects with tools such as ServiceNow, Jira, Slack, Microsoft Teams, Salesforce, and Okta, as well as monitoring and security platforms.
These integrations allow IT teams to centralize operations and gain end-to-end visibility across incidents, assets, and changes.
SmartSuite’s automation engine reduces manual effort by automatically assigning tickets, routing approvals, and sending escalation alerts.
Dashboards and analytics provide real-time insights into SLA compliance, mean time to resolution (MTTR), and team workload — helping IT leaders continuously improve performance and customer satisfaction.
Absolutely. SmartSuite is built on a SOC 2 Type II certified infrastructure and includes role-based access, SSO, 2FA, and IP restrictions to meet enterprise security requirements.
All data is encrypted at rest and in transit, and full audit logs capture every change, ensuring traceability and compliance for IT governance and regulatory audits.
See How Modern ITSM Connects Teams and Workflows
Experience how SmartSuite unifies governance, risk, and compliance in one connected platform — linking policies, risks, and audits to help teams work faster, stay aligned, and make smarter decisions.
The Connected Value of SmartSuite IT Service Management (ITSM)
Quantifiable improvements achieved when organizations unify incidents, requests, changes, assets, and service delivery workflows in SmartSuite.
Source: HDI Technical Support Benchmark, 2023 — unified ITSM platforms reduced resolution times by 25–35%.
Faster Ticket Resolution and Reduced Backlog
Standardized intake, routing, and ownership improves throughput and reduces time-to-resolution.
Source: Gartner ITSM Efficiency Report, 2023 — automation reduced manual workload by 30–35%.
Reduction in Manual Triage and Status-Chasing
Automation reduces repetitive admin work and eliminates disconnected status updates across teams.
Source: McKinsey IT Operations Transparency Study, 2022 — connected visibility improved coordination by ~28%.
Improved SLA Compliance and Escalation Discipline
SLA timers and escalation rules help teams respond consistently and prevent missed commitments.
Source: AXELOS ITIL Practice Impact Report, 2023 — organizations using structured change processes improved success rates by 30–40%.
Better Alignment Across IT, Security, and Business Stakeholders
Shared dashboards and clear service status improve communication during incidents and changes.
Key Benefits of the ITSM Suite
Modern IT organizations need consistent workflows, strong SLA discipline, and clear visibility into service health. SmartSuite provides a unified ITSM foundation that improves speed, quality, and reliability.
Service Visibility, Consistency & End-User Experience
Manage service requests and incidents through one consistent intake experience.
Apply consistent categories, priorities, ownership, and queues across IT services.
Keep users informed with clear updates and consistent communication.
Provide structured request forms and catalogs for predictable fulfillment.
Monitor backlog volume, trends, and service performance in real time.
Reduce confusion and delays with transparent, reliable service delivery.
Workflow Automation, SLA Management & Operational Efficiency
Assign tickets automatically based on category, urgency, and rules.
Track response times, breaches, and escalations consistently.
Coordinate response and communications during high-severity incidents.
Deliver repeatable fulfillment for common service requests.
Summarize tickets and draft responses to speed resolution.
Reduce manual effort and accelerate service delivery.
Governance, Change Control & Reliability Improvement
Manage changes with approvals, scheduling, and CAB-style controls.
Link recurring incidents to root causes and long-term fixes.
Maintain traceable records of actions, decisions, and approvals.
Analyze trends to improve service reliability over time.
Evolve workflows and SLAs without engineering support.
Improve reliability through consistent governance and visibility.
Transform Service Delivery Through Collaboration and Automation
Break down silos, eliminate manual processes, and connect IT with the business.
SmartSuite helps IT teams deliver faster, more consistent service while driving efficiency and user satisfaction.
How the SmartSuite Platform Powers IT Service Management
SmartSuite’s no-code platform connects IT workflows, automates service operations, and delivers real-time visibility into performance. It gives IT teams the agility and control to streamline incidents, changes, and assets — all in one connected system.
Build and modify ITSM workflows — such as incidents, changes, or service requests — without developer support.
Keep services running efficiently with trigger-based automation that assigns tickets, updates statuses, and routes approvals.
Summarize incidents, generate change descriptions, or draft root cause analyses automatically.
Connect incidents, problems, and changes to related assets and users for full traceability.
Maintain governance and transparency across IT operations. Define who can approve changes, update configurations, or close incidents — all with complete audit tracking.
Visualize ticket volumes, SLA performance, and service trends with live dashboards.
Unify IT Workflows and Data Across Service Operations
SmartSuite connects incident, problem, change, and asset management in one unified workspace. Teams gain visibility across the entire IT ecosystem — linking service requests to changes, assets, and business impact for faster, data-driven decisions.
Automate Incident and Request Handling
SmartSuite’s automation engine eliminates repetitive steps in ticket management. Automatically assign incidents, route approvals, and trigger notifications — ensuring fast, consistent response without manual effort.
Gain Visibility and Control Through Dashboards
Dashboards and analytics provide real-time insight into IT performance — from SLA adherence to root cause trends. Service leaders can monitor efficiency, identify issues early, and demonstrate IT value through metrics that matter.
AI Assist and Seamless Integrations Drive IT Agility
SmartSuite’s AI Assist simplifies documentation and communication, while native integrations connect your ITSM processes with everyday tools. Sync incidents with Slack or Teams, update Jira automatically, and maintain centralized visibility across systems — all without code.
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.
Build structured, relational data models using tables, fields, and records that ensure consistency and scalability across workflows.
Design and tailor workflows visually with structured data models, clear progression, and intuitive interfaces for every step.
Streamline work with triggers, conditions, and multi-step actions that eliminate manual effort and orchestrate end-to-end processes.
Embed intelligence into workflows with AI that analyzes data, supports decisions, and automates complex steps securely.
Platform
Enable contextual collaboration with comments, file sharing, notifications, and external access—all governed by SmartSuite permissions.
Visualize and analyze data using dashboards, charts, and real-time reports that update instantly across your workspace.
Connect SmartSuite to your ecosystem using native integrations, iPaaS connectors, APIs, and webhooks for seamless data flow.
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.
Control visibility by user, role, or team.
SSO, 2FA, and IP restrictions built-in.
Track every change for 3+ years.
SOC 2, GDPR, and enterprise governance ready.
Work Seamlessly — 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.
The Platform That Powers Scalable IT Operations
From workflow automation and AI Assist to enterprise integrations and security controls, SmartSuite gives IT leaders a platform built for performance, governance, and growth.
Role-Based Capabilities for Modern IT Service Management
SmartSuite empowers every ITSM role — from CIOs to front-line support agents — to deliver consistent, efficient, and high-quality service experiences. Each role leverages connected workflows, automation, and real-time dashboards to transform IT service delivery.
Executive Leadership
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.
IT Leadership & Operations Oversight
IT Director / VP of IT Operations
Oversees daily IT operations and ensures the reliable delivery of IT services across the organization.
- Benefit Statement:
SmartSuite centralizes all service operations, enabling directors to maintain control over performance, enhance efficiency, and ensure process adherence.
- Benefit Source:
End-to-end ITSM workflows, automated SLA tracking, audit trails, and multi-team visibility across incidents, problems, and changes.
End-to-End Service Visibility
Tracks incidents, problems, and changes across regions, teams, and business units.
Performance Management
Reviews MTTR, SLA adherence, and operational KPIs in real time.
Governance & Compliance
Ensures consistent adherence to ITIL practices using standardized workflows.
Service Delivery & Operations Management
Service Delivery Manager
Ensures service quality, manages escalations, and drives continuous improvement across IT processes.
- Benefit Statement:
SmartSuite gives Service Delivery Managers real-time insight into service performance so they can improve resolution speed and elevate customer experience.
- Benefit Source:
Operational dashboards, queue health indicators, automated escalations, and cross-team reporting.
Operational Dashboards
Monitors SLAs, ticket queues, and bottlenecks.
Process Optimization
Identifies areas to streamline workflows and reduce delay.
Stakeholder Communication
Shares service performance insights with leadership and business units.
Service Delivery & Operations Management
Problem Manager
Investigates recurring incidents to identify root causes and prevent future disruptions.
- Benefit Statement:
SmartSuite helps Problem Managers quickly detect trends and eliminate systemic issues before they escalate.
- Benefit Source:
Linked incidents-to-problems, analytics visualizations, and structured RCA workflows.
Root Cause Tracking
Centralizes RCAs with full traceability to incidents, changes, and assets.
Trend Analysis
Surfaces recurring issues through dashboards and historical patterns.
Proactive Resolution
Automates known error documentation and problem-prevention workflows.
Service Delivery & Operations Management
Change Manager
Manages evaluation, approval, and scheduling of IT changes while minimizing risk to operations.
- Benefit Statement:
SmartSuite reduces change risk by standardizing approvals, visualizing scheduling conflicts, and linking changes to impacted services.
- Benefit Source:
Custom change workflows, change calendar, approval routing, and asset/service relationships.
Change Review & Approval
Tracks changes from submission through CAB approval.
Change Calendar Management
Visualizes upcoming changes to avoid conflicts.
Risk Mitigation
Evaluates impacts by linking changes to assets, services, and incident history.
Built for Every Role in IT Service Management
Whether you’re a Service Desk Manager, IT Director, or Change Coordinator, SmartSuite adapts to your role — uniting people, data, and processes for better service outcomes.
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.
- Seamlessly scalable across teams and business functions.
- Available in Team, Pro, and Enterprise plan tiers.
unified access.
- SmartSuite AI
- Min 3 Billable Users
- Unlimited Solutions
- 5,000 Records per Solution
- 50GB of File Storage
- 30 Days Recycle Bin
- SmartSuite AI
- Min 5 Billable Users
- Unlimited Solutions
- 100,000 Records per Solution
- 100GB of File Storage
- 45 Days Recycle Bin
- Folders
- Gmail and Outlook Integrations
- Advanced Permissions
- SmartSuite AI
- Min 10 Billable Users
- Unlimited Solutions
- 400,000 Records per Solution
- 500GB of File Storage
- 60 Days Recycle Bin
- 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.
- Audit Management
- Issues Management
- Operational Resilience
- Business Impact Analysis (BIA)
- Incident Management
- Crisis Management
- Enterprise Risk Management:
- Third-Party Risk
- Vendor Portal
- Cyber Threat Management
- RCSA (Risk & Control Self-Assessment):
- Issues Management
- Business Structure
- Contract 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
Frequently Asked Questions
Answers to common questions about SmartSuite’s pricing models, plan options, and onboarding programs.
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.
You can start by filling out the partner program registration form here.
By signing up to the Service Provider Partner Program you agree to our terms and conditions.
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.
You will be able to work leads through your sales process to a closed-won or closed-lost state.
You will be able to work leads through your sales process to a closed-won or closed-lost state.
Flexible Plans for IT Teams of Every Size
SmartSuite offers both per-user and per-solution pricing options to match your IT organization’s needs.Scale confidently with the right mix of functionality, automation, and support — tailored to your environment.
Featured Resources
Explore through leadership, case studies, and insights from financial services leaders.
See IT Service Management in Action
Watch how SmartSuite centralizes tickets, incidents, problems, changes, and service requests — delivering faster resolution, clearer ownership, and real-time SLA visibility across IT service delivery.
-min.jpeg)
%2520(1).avif)
-min.jpeg)
.avif)
%252520(1).jpeg)
.avif)
.jpeg)
.avif)
SmartSuite Resources
Everything you need to learn, build, connect, and grow with SmartSuite — from expert guidance and self-paced learning to community collaboration and continuous innovation.
SmartSuite Academy
Demo Center
Support
Customer Stories
Feature Requests
Community
Developer Resources
Frequency Asked Questions
Explore Further
Learn more about IT service management best practices and how SmartSuite helps modernize IT operations across the enterprise.
Getting Started with SmartSuite
Learn the SmartSuite layout: workspace, Solutions, Views, Records. See how to navigate, search, filter, and create items to get productive fast.
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.
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.
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.
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.
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.
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.
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.
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.
Use Power Search to instantly find records across fields and Solutions. Combine keywords, filters, and operators to pinpoint exactly what you need in seconds.
Stay informed with SmartSuite notifications. Get real-time alerts for updates, assignments, comments, and changes so you never miss important activity.
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 Help You Build a Smarter IT Organization
Explore case studies, product guides, and best-practice webinars that show how IT teams use SmartSuite to modernize operations, automate workflows, and improve service delivery.