Dumfries & Galloway Council uses Alemba Service Manager (ASM) to deliver governed IT service management across Council and Schools IT operations, supporting 3,000 corporate users across a 150,000-resident local authority. With incident and service request processes embedded across its environment, the Council is now preparing for a planned ASM upgrade and configuration refresh to modernise and future-proof its ITSM platform.
Dumfries & Galloway Council selected Alemba Service Manager to provide ITIL-aligned IT service management across Council and Schools IT services. ASM supports incident and service request management, helping the Council maintain service consistency, accountability and visibility across a complex public sector environment.
With its existing platform in place, the Council is now preparing for a planned upgrade and full configuration refresh to align with current best practice and the latest ASM version.
Dumfries & Galloway Council operates in a complex local authority environment, supporting a wide range of departments and schools across a large rural region. The IT team needed a structured service management platform capable of delivering visibility, control and consistency across incident and service request processes.
As services evolved, it was important that the platform remained easy to manage internally, flexible enough to adapt to changing requirements, and capable of supporting asset visibility and user account management across the estate.
Alemba Service Manager provides a structured ITSM framework for managing incidents, service requests and service performance across Council and Schools IT operations.
“Without any formal promotion of the system, we’ve seen a natural and organic growth in Customer Portal users logging everyday calls from 8% to 15% over the past 12 months.”
The platform embeds categorisation, prioritisation, SLA tracking, escalation management and reporting within daily workflows, enabling the IT team to maintain consistency and control across a geographically dispersed estate.
The team were able to rapidly create new user forms and order forms using ASM’s enhanced screen designer features, allowing them to adapt processes as requirements evolved.
Alemba also worked with the Council to deploy and configure ASM’s integration with Microsoft SCCM, improving asset visibility and strengthening estate management across the region.
“Alemba help set that up, thank goodness, to bring in all user accounts and details to give us a like-for-like upgrade.” Jeanette Sneddon, Senior Technician, Dumfries & Galloway Council
ASM’s customer portal enables users to log and track incidents and service requests directly, reducing reliance on email and phone while improving service transparency.
“Alemba’s team were very accessible. They were always available and quick to get back to us when we asked them to look into issues.”
This measurable increase in portal adoption reflects improved usability and growing confidence in the system across the organisation.
The Council also highlighted the strength of the working relationship throughout implementation and ongoing support.
“Working with Alemba is easy. They are easy to get hold of, knowledgeable about the system and very helpful. You always know exactly what’s going on. From a support point of view Alemba are really good.” Carol Brownlie, Mobile and Desktop Principal Officer, Dumfries & Galloway Council
Dumfries & Galloway Council headquarters, Scotland
To support its next phase of IT service maturity, Dumfries & Galloway Council has commissioned a structured upgrade and reconfiguration programme.
The upcoming project will include:
Rather than carrying forward legacy configuration, the Council has chosen a “clean start” approach to:
The project will also implement:
This next phase positions the Council to modernise its IT service management environment, reduce technical debt, and strengthen governance across its IT operations.
Dumfries & Galloway Council is the local authority responsible for delivering public services across Dumfries & Galloway in south-west Scotland. The Council supports communities, schools and regional services through a wide range of digitally enabled operations.
Kirklees Council leverages Alemba Service Manager (ASM) to streamline their IT Service Management, enhancing self-service capabilities and IT operations across the borough. Through their partnership with Alemba, Kirklees Council has transformed its IT services, achieving greater efficiency, user satisfaction, and alignment with ITIL best practices.
St. Helens Council, serving 180,000 residents and over 7 million annual visitors, became the first UK local authority to achieve ISO/IEC 20000 certification with Alemba Service Manager (ASM) playing a pivotal role. The Council selected ASM to support their digital transformation efforts and raise the standard of IT service delivery across the organization.
A leading UK-based food manufacturer partnered with Alemba to roll out automated, scalable service management portals for Logistics, IT, and HR teams. The Logistics portal was a direct requirement for post-Brexit regulations for the export of food products. Alemba Service Manager (ASM) enabled the customer to deliver department-specific portals, rapidly deploy self-service workflows, and integrate across multiple business-critical systems.
The Indiana Department of Revenue transformed its IT operations with Alemba Service Manager, automating processes, enhancing compliance, and delivering seamless service to over 1,000 users across 10 departments.
Frimley Health NHS Foundation Trust transformed IT Service Management with Alemba Service Manager, streamlining workflows, enhancing efficiency, and delivering measurable improvements - including increasing CSAT to 80% and an 82% reduction in escalations within three months.
Te Herenga Waka - Victoria University of Wellington uses IT Service Management tool, Alemba Service Manager (ASM), to streamline ITSM, enhance customer satisfaction, and achieve process efficiencies across multiple departments.
A New Zealand Government agency partnered with Alemba to enhance their IT service management (ITSM) capabilities, transforming their operations into a fully functional enterprise service management platform. Alemba Service Manager helped the agency streamline workflows, increase automation, and efficiently manage service requests for multiple agencies while maintaining a shared services model.
Luton Borough Council (LBC) successfully transitioned their IT support back in-house, implementing Alemba Service Manager (ASM) to streamline and enhance their IT Service Management processes.
Worcestershire County Council enhances IT service delivery and efficiency using Alemba's IT Service Management solution, Alemba Service Manager (ASM), benefiting 5,000 customers and 100 analysts.
APS Bank harnesses Alemba Service Manager's powerful automation to make employee on-boarding and management quick and simple, reducing the requirement for repetitive tasks and minimizing human error.
Barts Health NHS Trust modernised its IT service management using Alemba Service Manager to improve service performance, governance, and staff experience across a large, complex healthcare environment.
With Alemba Service Manager, the Thirteen Housing IT team was now able to visually show the automated process, from the initial email through to the creation of requests, the completion of tasks and the final outcome of granting or revoking access to equipment such as company laptops.
Established in 1883, The Kroger Co. is one of the largest general retailers in the United States.
Liverpool City Council is the governing body for the city of Liverpool in Merseyside, England. It consists of 90 councillors, three for each of the city's 30 wards.
For a newly-trimmed Service Desk department, coping with over 200 analysts across 16 divisions as diverse as payroll and motor vehicles was a big ask. That was, until they used Alemba Service Manager + vRealize Orchestrator to automate their Active Directory updates.
Dumfries & Galloway Council uses Alemba Service Manager (ASM) to deliver governed IT service management across Council and Schools IT operations, supporting 3,000 corporate users across a 150,000-resident local authority. With incident and service request processes embedded across its environment, the Council is now preparing for a planned ASM upgrade and configuration refresh to modernise and future-proof its ITSM platform.
Founded in 1883 Cardiff University boasts 6000 staff members and 28 000 students across two main campuses, three colleges and 27 schools.
Barnardo’s is a British charity that works to protect, nurture and provide opportunities for the most vulnerable children and young people. It works directly with 240,000 children, young people and families every year and runs more than 960 vital services across the UK.
+44 (0)131 241 1343
+1 612 416 2177
+61 (0)2 5632 9243
+64 (0)4 488 7481