Alemba: Empowering Enterprises with Impeccable ITSM solutions

A robust IT service management is the need for almost every business today. Moreover, with the disruptions that new technologies like cloud have brought to the table, organizations are in the lookout for better and innovative solutions that can help them seamlessly bridge the gap between IT and customers. Catering to this need is Alemba, an AWS consulting and Microsoft Gold Application Development partner, it offers an intuitive, ITIL- aligned ITSM solution – Alemba Service Manager, to help businesses streamline their service management process and enhance service delivery.

Alemba Service Manager is a highly efficient, 100 per cent ITIL-compliant IT Service Management tool with a specific focus on request fulfilment. Although, it encompasses every aspect of service management required to operate at an optimum level, right from workflow management to incident management to change management. Backed by 25 years of Alemba’s experience in the domain, Alemba Service Manager enables users to respond rapidly to business demands by dramatically reducing time to request fulfilment through automated work flowed integration.

In April 2019, the company released a new update, version 10, of their Service Manager. It now comes with the capability to deliver 100 per cent of its features on an HTML platform that will provide users to access the tools from any modern browser.

With the introduction of browser independence coupled with new fully re-designed user interface and advanced reporting capabilities, Alemba service manager ushers a new era of technological advancements for the ITSM solutions and cements Alemba’s position in the market. “With Alemba Service Manager V10, we are drastically reducing the total cost of ownership for customers. We are building on our strengths of highly sophisticated ITSM functionality with a strong focus on Request Fulfilment, and we are wrapping all of that in a completely remodelled UI,” says Alemba CEO, Simon Nugent. In one such instance, Cardiff University, founded in 1883, recognized the lack of a central recording mechanism for calls to the HR department. The university approached Alemba to employ a new HR Service Desk having a single point of contact for several HR teams. The goal was to support HR processes such as the eRecruitment System and Payroll, as well as the university's £2M CardiffPeople initiative. Since the beginning of the project, Alemba had the clear understanding that utilizing Cardiff University's existing IT VMware Service Manager (VSM) system in employing the new HR system would be beneficial in many ways, ensuing, for example, in the reduction of initial software-, implementation costs, and administrative training. After that, Alemba made use of VPN to attain remote access to the Cardiff University systems to aid in the process of technical delivery. When the testing phase got over, the major configuration changes included Integration Mapping, Officer Templates, Services, CIs, and SLAs, being migrated from the Development environment to Production using the VSM v9 Configuration Portability tool. As a result, Cardiff University’s new HR Service Desk, the number of calls logged to HR per month has increased exponentially. A total of 2487 and 24840 calls logged to Payroll and HR, respectively, are estimated for the first year of implementation.

Alemba, ideally positioning itself as an IT service management solutions provider with a strong consultancy background, expertise in the service management market and a strong focus on customer experience, delivers a successful, end-to-end service management project within the organization. Besides, the company can assist with every aspect of the Service Management needs, from software implementations to maintenance and support, training and upgrades.