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Improve Productivity and Operations Management with the SMART Suite
SMART Suite is a service management portal with enterprise class capabilities that easily meshes with your processes, technology and people. SMART Suite is an ITIL® compliant solution based on Microsoft® .NET platform with the lowest TCO at a price that small and medium-sized businesses can afford.
Incident Management (IM)
Incident Management aims to resolve incidents and provide business continuity by resolving user problems as quickly and efficiently as possible. SMART Suite IM automates and streamlines the process of reporting and tracking incidents. An intuitive user interface with customizable workflow templates enable support staff to respond faster and resolve incidents more quickly – all while minimizing the negative impact on business operations.
Service Request Management (SRM)
Service Request Management (SRM) system stops unnecessary paperwork at the source, which helps companies increase accountability and boost productivity. Service desk professionals across departments can view requested services, access customer data, check the required approvals and process service requests more effectively with SRM.
Problem Management (PM)
Problem Management identifies which problems to tackle first and initiates the process of the root-cause and containment analysis. Properly tracking, prioritizing and routing problems allows efficient management of a problem. As a result, support organizations can effectively address the underlying causes of incidents.
Change & Release Management (CRM)
Change Management controls any asset changes within the enterprise infrastructure in a systematic manner while minimizing disruption. Release Management replaces ad-hoc implementation efforts with standardized and repeatable processes, thereby keeping enterprise environments stable – all while avoiding costly downtime.
System Asset & Configuration Management (SACM)
Configuration Management goes beyond conventional asset management by keeping technical information as a configuration item (CI) baseline. SMART SACM is integrated with Incident, Problem and Change & Release Management Modules.
SLA Management
SMART Suite SLA management module allows tailored service level agreements based on different business needs, hours of operation, quality of service and escalation.
Knowledge Management (KM)
Support personnel “re-invent the wheel” because they don’t realize that a problem was already solved by someone else. Knowledge can be captured at the closure of an incident. Leveraging this knowledge means less call volume and improved customer service. Only unsolved problems get escalated. The end result is a more lean and efficient operation.
Reporting
SMART Suite has real-time and ad-hoc reporting capabilities. Use our pre-defined reports or create your own custom reports.
Surveys
Conduct online surveys to gather customer feedback on quality of service and use data to drive continuous improvement.
Please contact us for a free consultation.