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.
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.
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 launched a long-term project with the goal of developing the maturity of its IT processes and significantly evolved their use of Alemba Service Manager to meet this objective.
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 and Galloway Council is the third largest in Scotland and serves a population of almost 150,000 people. The Council’s IT team consists of 75 members, three of which are dedicated help desk technicians that support 3,000 corporate users, 3,000 school network users and 4,500 devices in offices and remote locations.
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.
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