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Transforming Procurement, IT, and HR Services with Alemba Service Manager

A leading provider of fresh food in the UK • Manufacturing & Logistics • EMEA

A leading UK-based food manufacturer partnered with Alemba to roll out automated, scalable service management portals for Procurement, IT, and HR teams. In response to regulatory and operational pressures - particularly around post-Brexit requirements - Alemba Service Manager (ASM) enabled the customer to deliver department-specific portals, rapidly deploy self-service workflows, and integrate across multiple business-critical systems.

In brief

  • Industry: Food Manufacturing & Distribution
  • Employees supported: 3,500+
  • 3 Customer Portals: Procurement, IT, HR
  • Implementation timeframe: 4–6 weeks per department
  • Request volumes increased by 70% in Procurement, with no increase in headcount
  • Phase-based rollout across critical business units
  • Seamless integrations with Event Management, CMDB tools, CTI, and HR systems

Benefits

  • Streamlined, department-specific portals for ease of use
  • Rapid configuration to meet post-Brexit regulatory demands
  • Increased request handling capacity in Procurement by 70%
  • Self-sufficiency enabled in HR through codeless system admin capabilities
  • Strong integration with internal systems including CTI, SolarWinds, Workspace ONE, Altiris
  • Improved service transparency through built-in reporting and SLA monitoring

The Challenge

With complex, time-sensitive requirements in Procurement, IT, and HR, the customer needed to:

  • Meet new import/export regulatory demands brought on by Brexit
  • Deliver scalable internal IT and HR support to a distributed workforce
  • Empower non-technical teams to automate and maintain their own service processes
  • Integrate seamlessly with numerous third-party systems and data sources
  • Avoid a "one-size-fits-all" platform that could confuse users from different departments

The Solution

Alemba and the customer deployed three tailored customer portals, with each department going live in order of business urgency: Procurement, IT, then HR.

Procurement

  • A brand-new service platform was built from scratch to handle post-Brexit export/import requests.
  • Email-based automation from 4 upstream systems was used to pre-populate requests via templated mailboxes and field mapping.
  • SLA metrics were configured for internal monitoring.
  • Deployment was completed in just 4 weeks, enabling the team to handle a 70% increase in volume without additional staff.
  • User-friendly tile-based service catalogue improved request accuracy and speed.

IT Services

  • ASM replaced legacy ITSM systems in a phased rollout across 3 key implementation stages.
  • Core processes included Incident, Request, Knowledge Management, and Service Catalogue workflows.
  • Knowledge base usage was tied to formal service versions, maintained under Change Management control.
  • Advanced integrations were delivered with CTI (phone systems), SolarWinds, Workspace ONE, Altiris, and SQL CMDBs.

HR Services

ASM marked the first introduction of service automation for the HR team. Alemba supported the HR team in building their own service catalogue and workflow designs. HR system administrators were trained to manage and extend the platform independently, leveraging the codeless architecture. Enabled process ownership and rapid iteration within the HR department.

Outcomes

  • All three departments now operate independently managed portals tailored to their needs.
  • The platform delivers strong metrics, automation, and integration, aligning with the organisation’s digital strategy.
  • Ongoing expansion of workflow automation and service ownership across departments.
  • Alemba’s flexibility proved critical in adapting to diverse use cases quickly and efficiently.

About the Customer

This leading UK-based food manufacturer supplies fresh prepared food to major retailers and foodservice providers. With a complex and fast-moving production environment, they require high-efficiency internal support operations across their Procurement, IT, and HR functions to ensure continuous service delivery and regulatory compliance.

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