The 5 Key Capabilities you need from a SMART service desk solution

Posted on 1 November, 2022 by Emma Wong

Traditional ITSM tools no longer cut it. They’re not capable of meeting current enterprise expectations and they’re not future ready. What does now look like?

61% of support organizations saw an increase in ticket volume and related costs over the past year. *1
47% of business leaders prioritized revenue growth, cost reductions, and customer experience improvement. *2
Business-aligned organizations are more likely to spend money on technologies such as artificial intelligence (AI), predictive analytics, service automation, and virtual agents over the next twelve months. *3
74% of business-aligned IT organizations use an ITSM solution outside of IT. *3
52% said they would consider new applications pre-packaged in containers in the short term. *4



  1. HDI: 2018TECHNICAL SUPPORT Practices & Salary Report
  2. Forrester webinar: Enterprise Service Management: The New System of Engagement
  3. HDI: State of Today’s IT: Process Maturity, Business Alignment, and Digital Transformation
  4. IDG Research: Quick Poll Research: CONTAINER TECHNOLOGY

What does SMART look like?

Smart analytics and machine learning for automated ticket categorization, hot topic identification and other insight Service portal for one-stop shopping for goods, services, and support – with smart search and 24x7 support via chatbot Task, workflow automation and orchestration to remediate incidents, execute and verify changes and more. Smart service desk extension into business departments and processes like HR portfolio and facilities management. Flexible deployment model based on container technology to run the solution on premises, in the cloud or SaaS.


Micro Focus SMAX is the only container-based management solution offering this level of SMART capability. Hosted on-premise, on private-cloud or on public-cloud and delivering IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM), it is easy to use, easy to extend, and easy to run anywhere.


For more information, visit

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Information sources:  Micro Focus SMAX