Review: SMTX Service Catalogue SSP

This independent review is part of our Self Service Market Review.

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Commercial Summary

Vendor SMT-X
Product SSP
Version reviewed 7.1
Date of version Release October 2014
Year Founded 2009
Customers 45
Pricing Structure #End Users

Review

Elevator Pitch High End Service Catalogue and fulfillment engine, with a user-friendly front end. Suitable to be used in conjunction with legacy ITSM tools.Extensive functionality and control, plus integration experience. Also built to include other enterprise functions such as HR and Finance, room booking etc. Good front end to make an existing IT department engaging/accessible, without having to replace a legacy tool.
Industry areas Aimed at IT and back office functions in large enterprise organizations. Nice front end tool for big IT departments and service operations.
Unique points Nicely built and thought out applications for e.g. HR – requesting future managers, creating email addresses etc.
 
Asset functions built around good practical functions, e.g. lost and stolen kit.
Target market Enterprise organisations and their IT and back office functions.
Solutions/ issues solved For large Enterprise organisations – no coding, just configuration.Organisations to gain control over internal and external services.
Product/vendor gaps
  • Not an ITSM tool, so obviously doesn’t do ITSM standard functionality.
  • Workflow design looks a bit clunky and could be more visually appealing
Positives
  • Product looks good and is generally intuitive.
  • Well-presented pitch, approach and product
  • Planned feature to provide strategic business level Catalog views
  • Future Service Catalogue – ITIL
  • Can define multiple bundled business services, SLAs etc
  • Good functions about asset lifecycle – including lost/stolen status
  • Established links with ITSM tools – Assyst, ServiceNow, BMC, HP TopDesk
  • HR onboarding -some nice features around future roles and working relationships, creating an email address
  • Nice graphics showing progress bar
Negatives
  • It isn’t an ITSM tool, so obviously doesn’t do that standard functionality.   Workflow design looks a bit clunky and could be more visually appealing
  • Company is currently small and may have to make strong choices on direction and sales and marketing approach
  •  Small company at present
  • Workflow forms -looks a bit complicated, not beautiful graphics
Overall view
  • A good option where a front end and user collaboration tool is needed, but the ITSM tool is embedded and may take time to replace – this can sit on top of that and deliver relatively quick results.
  • Projects a professional image to the IT dept.
  • Currently most clients are on premise
  •  If they stick to their niche it could do well – may benefit from some strategic partnership approaches for targeting

 Vendor information

smtx logoSMT-X is a specialized software company, providing a state-of-the-art Self Service solution with a strong ability to integrate. Its flagship solution, SSP, provides a solid basis for any IT department wishing to provide an easy to use and easy to understand service catalog to their users. Through webshops, appstores, dynamic request forms, reservations, mobile apps, and workflows, SSP enables these IT departments to streamline even the most complex requests, removing complexity for the end-users, and providing end-to-end control to service owners, service delivery managers, service level managers, and department heads.

End-users can browse through their service catalogue showing only those services of interest to them. End-users will never be confronted with complex back-office solutions again and always know where to go for new orders.

By using out-of-the-box integration adapters existing IT service management solutions can be fully integrated with SMT-X’s SSP solution.

SSP offers service request templates containing commonly used forms, like employee onboarding, software distribution, file access management, meeting room reservations, and hardware ordering, making it easy to set up the relevant catalog(s) and start rolling it out.

SSP’s administration is fully web-based and doesn’t require any programming skills. Adding products to a shop and releasing them to any number of users is done in minutes. A complete new request form with dynamic question trees and approval workflow is realized within a single day.

Get in touch with SMT-X to learn how you can add more value to your customers by offering your customers a state-of-the-art request management portal.

Screenshots

 

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