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+64 (0)4 488 7481IT Service Management self-service portals are becoming increasingly popular in the modern workplace. They offer users a convenient way to access IT services without needing to contact the IT support team. Through these portals, users can manage their own accounts, troubleshoot issues, and quickly find answers to their questions.
The advantages of a user-friendly service catalog have been recognized by other service delivery departments, leading to the expansion of self-service portals beyond IT into areas like HR, Facilities, and Finance.
The Alemba Service Manager (ASM) customer portal is the ideal solution for service delivery departments beyond IT. When expanding your customer self-service support scope, a primary focus will be extending the service catalog to incorporate the new departments.
The ASM service catalog makes it easy for customers to submit requests and report issues, irrespective of the service being consumed, with a simple, centralized interface. The service catalog graphically displays the services each customer consumes and makes it simple to request new services and report issues. Behind each service, a form will gather the required information and the system will automatically trigger the required workflow to help the customer. This streamlined process cuts down on the time and effort needed to report issues, making sure requests are correctly logged and sent to the right teams for a fast response.
The Alemba Service Manager Customer Self-Service Portal
Alemba Service Manager supports its customers across a wide range of use cases, from employee onboarding to managing complex fraud investigations, enhancing customer service delivery across varied business functions. The following examples illustrate how Alemba’s customers use ASM to drive efficient service delivery.
Alemba Service Manager provides a powerful platform for streamlining and automating HR processes, particularly the critical functions of onboarding and offboarding staff. By utilizing Alemba Service Manager, HR departments can significantly enhance efficiency, reduce manual workloads, and improve the overall employee experience.
Onboarding Automation: Alemba Service Manager automates the onboarding process by creating a unified workflow that coordinates necessary departments and stakeholders. From generating offer letters to setting up IT accounts and provisioning hardware, every step is seamlessly orchestrated within the platform. This ensures new employees have a smooth transition into the company, with all necessary resources available from day one. Automated reminders and task assignments further ensure that nothing falls through the cracks, enhancing the onboarding experience and reducing the time HR teams spend on administrative tasks.
Offboarding Automation: Similarly, Alemba Service Manager automates the offboarding process, ensuring that all critical steps are followed when an employee leaves the organization. This includes revoking system access, collecting company assets, and managing exit interviews. Automated workflows ensure compliance with company policies and reduce the risk of security breaches. The platform also allows HR to track the offboarding process in real-time, providing visibility and control over each step, ensuring a smooth and secure transition for departing employees.
By integrating these processes into Alemba Service Manager, HR departments can not only save time and reduce errors but also focus more on strategic initiatives that drive business success. Alemba Service Manager’s automated and audited processes provide a great platform for formal governance and compliance certifications such as ISO 27001 and ISO 9001. The result is a more efficient, secure, and employee-friendly approach to managing the entire employee lifecycle.
Alemba have helped multiple customers, such as APS Bank, to automate their HR processes successfully.
The Alemba Service Manager Customer Self-Service Portal – HR example
Alemba Service Manager empowers Estates and Facilities Management teams to streamline their service delivery, improving operational efficiency and elevating the overall quality of service across an organization’s physical infrastructure.
Centralized Service Delivery: Alemba Service Manager enables the centralization of all Estates and Facilities Management activities through a single platform. By consolidating work orders, maintenance requests, and asset management into one integrated system, Alemba Service Manager eliminates the inefficiencies of fragmented processes. This centralized approach ensures that all tasks are tracked, managed, and completed in a timely manner, reducing downtime and ensuring the seamless operation of facilities.
Automated Workflows: With Alemba Service Manager, Estates and Facilities teams can automate routine tasks, with in-built flexible scheduling, such as maintenance scheduling. Automated workflows ensure that tasks are routed to the appropriate teams without delay, and that required approvals are obtained promptly. This reduces manual intervention, accelerates service delivery, and minimizes the risk of errors or oversights.
Resource Scheduler: The graphical ASM Resource Scheduler allows you to visualize the tasks requiring resource, your available resources, and a calendar of available time. By dragging the task into the available resource's calendar, it will be assigned to the resource and scheduled for the time slot on the resource calendar. Resources can be organized by availability and skillset, allowing you to pick the most appropriate resource. The system highlights any over-allocations against your available resources.
The ASM Resource Scheduler
Real-Time Monitoring and Reporting: Alemba Service Manager provides real-time visibility into the status of facilities, assets, and ongoing projects. Facilities managers can easily monitor key metrics, track the progress of work orders, and generate reports to assess performance and compliance. This data-driven approach enables proactive management of estates and facilities, ensuring issues are addressed before they escalate into larger problems.
ASM Dashboards and Reporting example
Enhanced Communication and Collaboration: Alemba Service Manager fosters better communication and collaboration among Estates and Facilities teams, vendors, and other stakeholders. The platform allows for easy sharing of information, real-time updates, and coordinated efforts across different departments. Alemba Service Manager’s out of the box integration with Microsoft Teams enhances and simplifies agent collaboration on a familiar platform. This collaborative environment ensures that everyone is aligned, improving the overall efficiency and effectiveness of service delivery.
By leveraging Alemba Service Manager, Estates and Facilities Management teams can significantly improve their operations, delivering faster, more reliable services while reducing costs and enhancing the overall workplace environment.
Alemba have implemented Estates and Facilites Management processes for many customers, especially those in Government and Education sectors.
The Alemba Service Manager Customer Self-Service Portal – Estate & Facilities Management example
The investigation of fraud in the modern world involves investigating and prosecuting complex and serious fraud cases, bribery, and corruption. The cases often involve significant financial loss and a high degree of complexity. Fraud prevention agencies across the world work to uphold the integrity of the global financial system and to bring justice to those involved in serious financial crimes.
Alemba Service Manager offers a flexible and configurable platform that is ideally suited for implementing robust case management solutions to support fraud investigations. By leveraging Alemba Service Manager’s powerful capabilities, organizations can create tailored workflows and processes that align with their specific investigative needs, ensuring that every fraud case is managed efficiently and effectively.
Customizable Workflows: Alemba Service Manager allows organizations to design and implement customized workflows that streamline the entire and often complex fraud investigation process. From the initial report of suspicious activity to the final resolution, each step can be automated and tracked within the platform. This ensures that all relevant information is captured, assigned to the appropriate investigators, and handled according to established protocols, reducing the risk of oversight and enhancing the overall investigative process.
Centralized Case Management: With Alemba Service Manager, all case-related data, documents, and communications are centralized in one platform, providing investigators with a comprehensive view of each case. This centralization not only facilitates easier access to information but also enables better collaboration among team members. Investigators can track the progress of a case in real-time, ensuring that no detail is overlooked and that investigations proceed smoothly.
Configurable Reporting and Analytics: Alemba Service Manager’s configurable reporting and analytics tools provide investigators with deep insights into trends, patterns, and outcomes of fraud investigations. Customizable dashboards allow for real-time monitoring of key metrics, helping organizations identify emerging threats and optimize their investigative strategies. These insights are critical for making informed decisions and enhancing the effectiveness of fraud prevention efforts.
ASM Dashboards and Reporting example
Integration: Alemba Service Managers ability to integrate with other systems ensures that investigators have access to all necessary data in a single place, further streamlining the investigation process.
By implementing case management for fraud investigations on the Alemba Service Manager platform, organizations can enhance their ability to detect, investigate, and resolve fraudulent activities, ultimately protecting their assets and maintaining trust with stakeholders.
By leveraging Alemba Service Manager's advanced automation capabilities, organizations can streamline the process of responding to routine payroll queries, including the publication of frequently asked questions (FAQs).
FAQs Search: The Alemba customer portal allows employees to quickly find answers to common finance and payroll questions without requiring manual intervention from finance or HR teams. This reduces the manual effort required by finance and HR teams, enabling quicker and more accurate responses to common questions.
Task Automation: For complex enquiries Alemba Service Manager supports the creation of customized workflows and automated escalation processes, ensuring that the more complex inquiries are routed to the appropriate teams promptly. By automating repetitive tasks and improving the efficiency of inquiry handling, Alemba Service Manager helps organizations deliver faster, more consistent service to employees, ultimately enhancing overall operational efficiency and employee satisfaction.
Many Alemba customers take advantage of ASM’s ability to support Finance and Payroll query management, including local and central government organizations from across the globe.
The Alemba Service Manager Customer Self-Service Portal – Estate & Facilities Management example
Many legal firms struggle with the prioritization and allocation of legal support resources used for activities such as Matter production to ensure all court cases are optimally supported.
Dynamic Workload Prioritization: Each Matter request is recorded with a priority and a deadline in the ASM system, allowing the legal services coordinator with ability to prioritize and re-prioritize work to ensure all deadlines are met.
Global distribution of legal requests
Document Management: The powerful integration platform of ASM allows easy integration into document management systems, providing a quick and instant link from an allocated task to the correct version of a document.
The versatility of Alemba Service Manager allows organizations to extend the power of IT Service Management far beyond traditional IT boundaries. From automating HR onboarding processes to managing fraud investigations, Alemba empowers various departments such as HR, Facilities, Finance, and Legal to streamline their workflows, improve service delivery, and enhance operational efficiency. By implementing these solutions, organizations can foster cross-departmental collaboration, reduce manual workloads, and ensure consistent, high-quality service to employees and customers alike. Whether you’re in HR, Finance, or even Legal, Alemba Service Manager is the flexible ITSM platform designed to support your service delivery needs, now and in the future.
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