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+64 (0)4 488 7481A 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.
A New Zealand Government agency, supporting over 4,000 customers and managing 8,000 calls per month, decided to enhance its IT service delivery by implementing a new instance of Alemba Service Manager (ASM). This allowed them to consolidate workflows, improve efficiency with automation, and adopt a multi-agency managed service model. With a highly customized system in place, the agency utilizes almost every aspect of ASM’s functionality and has established a strong partnership with Alemba to maintain their high standards in ITSM.
380 analysts managing internal staff and external education agencies. Over 4,000 internal and external customers. Approx. 8,000 calls/requests managed per month. 20,000+ config items tracked via dashboards for financial transparency by business unit.
In late 2018, the agency began functioning as a managed service provider (MSP) for several external New Zealand agencies. They needed an ITSM solution that could support this complex shared services model while improving the user experience for both internal IT staff and external customers. The key challenges were:
Alemba worked closely with the agency’s Technical Support Team to design a new ASM system tailored to their managed services model. Key enhancements included:
By partnering with Alemba and implementing ASM, the agency transformed its ITSM capabilities, ensuring efficient service delivery across a multi-agency environment, with a focus on innovation and automation.
This New Zealand Government agency provides IT services to internal staff and external agencies. Supporting over 4,000 users, they deliver a range of IT solutions, from incident management to service request fulfillment, while operating as a managed service provider for other agencies across New Zealand.
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.
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