Achieving World-Class ITSM Support at Barts Health NHS Trust
Read the Success Story
+44 (0)203 479 7900
+1 612 416 2177
+61 (0)2 8880 9500
+64 (0)4 488 7481Resolve issues faster, with less disruption.
When incidents occur, every minute counts. Downtime can quickly derail operations, frustrate users, and affect business performance. Alemba Service Manager (ASM) equips your IT team with a powerful Incident Management solution to respond quickly, resolve issues efficiently, and minimize the impact on your organization.
Book a demo
ASM manages the full incident lifecycle—from initial logging to investigation, resolution, and closure—helping service teams maintain control and meet service expectations. With intelligent automation, real-time tracking, and seamless integration across ITSM processes, your team can focus on restoring service instead of chasing updates or handling repetitive tasks manually.
Without structured incident handling, service teams struggle with delays, inconsistent processes, and growing backlogs. ASM eliminates these bottlenecks with features that enforce best practices, streamline communication, and improve collaboration between service desk analysts and users.
Incidents can be logged via the Core UI or self-service portal, then automatically categorized, prioritized, and routed based on predefined rules. SLA timers track progress from the moment an issue is raised, and escalation workflows alert the right people before service targets are breached.
By quickly identifying and resolving incidents.
With visual performance indicators and deadline alerts.
Through transparent, prompt communication.
With automated routing, categorization, and escalations.
By resolving more incidents at the first point of contact.
Through knowledge sharing and workflow consistency.
With complete incident histories.
Alemba’s Incident Management functionality is purpose-built for speed, accuracy, and user experience:
Capture Incidents and Major Incidents via the Core UI or Self-Service Portal.
Use a drag-and-drop screen designer to tailor data collection and layout.
Explore the form designer →Route incidents based on service, urgency, or user-defined rules.
Ensure high-impact or overdue issues get immediate attention.
Visual timers, breach alerts, and traffic-light indicators keep teams aligned.
Explore service level management →Surface relevant articles to reduce time-to-resolution.
Explore knowledge management →Associate Incidents with related Problems, Changes, or Requests.
Explore problem management →Empower users to log and monitor incidents without contacting IT.
Explore the portal →Maintain complete traceability for compliance and service reviews.
Incident Management is a key IT service management (ITSM) process that aims to restore normal service operation as quickly as possible after a disruption. Its goal is to minimize the impact of incidents on business operations and ensure the highest possible availability of services.
Alemba Service Manager provides a user-friendly interface to log, categorize, and track incidents. It includes automation tools for assignment and SLA monitoring, integrates with a knowledge base for faster resolution, and offers a self-service portal for end users.
Yes, users can track the status of their incident tickets through the Alemba Self-Service Portal. They can view progress updates, see who is handling their case, and check resolution timelines.
An incident is a single unplanned interruption or reduction in the quality of an IT service. A problem is the underlying cause of one or more incidents. Incident Management restores service quickly, while Problem Management focuses on root cause analysis and long-term fixes. In ASM, it's possible to link Incidents and Problems, or clone Incidents to Problems and vice-versa.
Users can log any number of user-defined incidents, including hardware issues, software errors, network outages, password resets, and service access problems. The system supports categorization and prioritization for each incident type.
Yes. The platform includes built-in SLA timers and a visual traffic-light system to monitor compliance. Alerts and automated actions help ensure SLAs are met consistently.
Yes. Alemba Service Manager is aligned with ITIL best practices, supporting key processes like Incident, Problem, Change, and Service Level Management. ASM is a PinkVERIFY certified ITSM platform.
Discover how Alemba Service Manager can help your organization reduce incident volume, accelerate resolution, and improve service outcomes.
Book a demo