SMT IT service desk for small businesses
SMT (service management tool) is a planned IT service desk for small businesses and their frontline teams. It is designed so a driver or operative can report a broken scanner by scanning its QR label, staff can ask for what they need from a short catalogue, and IT can work it all with clear priorities. SMT is part of the Thing.team suite from ML2 Consulting and is at the planning stage.
Planned
Who it’s for
- Drivers, operatives and office staffReport a fault or ask for something without knowing IT words.
- ManagersApprove a request in one tap from their phone.
- IT supportOne queue, clear priorities and the asset in front of them.
- The IT managerBacklog, changes this week and renewals due.
Problems it solves
- IT requests by email, phone and corridor, with nothing tracked.
- Nobody sure which scanner, tablet or laptop is where.
- New starters without kit on day one because IT heard too late.
Features and functions
What SMT is designed to do. It is at the planning stage, so every item is planned.
Reporting and requests
- A phone-first portal with two choices: "Something isn't working" and "I need something". Planned
- QR labels on equipment: scan to report a fault with that item. Planned
- A short catalogue of requests, with manager approval from a phone. Planned
Working the desk
- Incidents with priorities from impact and urgency, and major incidents with one update to everyone affected. Planned
- Requests split into tasks for different teams. Planned
- Problems for repeating faults, with the fix published to a knowledge base. Planned
- Service levels with UK bank holidays by nation. Planned
Assets
- An asset register with serial numbers, who has it, warranty and renewal dates. Planned
- Started from the people, sites and vehicles the other apps already know. Planned
Later in the plan
- Change management with a calendar and freeze periods, such as peak season. Planned
- Approvals and notifications in Microsoft Teams. Planned
How it works with the other apps
- A start or leave date in onPAHR raises a ready-made new-starter or leaver request.
- Shares one ticket system with Journey.
- Tickets and assets reportable in CROSS, and tickets can appear as cards on a Check board.
Included in every licence
- Every working feature of an app comes with every paid licence for it. Nothing on this page is held back for a higher price.
- What changes the price is scale: how many people use the apps, how many apps each person has, and hosting, storage and email at what they cost us plus 20%.
- A higher level for organisations that need more control, such as enforced single sign-on, data residency choices, test systems and custom roles, is planned. Its price isn't set yet.
Next step
Look around the Thing.team demo with sample data, or talk to us about SMT. The demo shows the platform’s set-up screens; SMT isn’t in it yet.
Questions
Is SMT only for IT?
IT comes first. The plan allows desks for other teams later, such as facilities, HR or a fleet workshop.
Does SMT install anything on our computers?
No. Network discovery agents are not planned. Equipment is added to the register by hand, by spreadsheet import or, later, from Microsoft Intune.
When will SMT be available?
SMT is at the planning stage: nothing is built yet and there is no price for it yet. SMT on thing.team has the latest.
Related
- onPAHR HR software: new starters and leavers become ready-made IT requests.
- IT project management: rolling out a service desk as part of a wider IT change.
- IT and software for warehousing: scanners and handhelds reported from the floor by QR label.
Tell us what's slowing your team down.
Email info@ml2consulting.com or call 07920 050366.