Softcat Limited

Alemba Service Manager

Alemba Service Manager is an ITIL aligned Enterprise level IT Service Management Software tool that inherits over 25 years of industry knowledge and offers a truly innovative user interface that puts customer experience front and center.

Features

  • Automate complicated processes, with easy use drop and drag capability
  • Optimise, manage technology investments by importing details, giving visibility/control
  • Quickly and easily log incidents with only one click.
  • Analyse, predict and resolve possible issues before your customer aware.
  • Reduce 1st line costs, users log/update their incidents/requests
  • Organise, manage and control planned and unplanned outages
  • Provide an accurate, single representation data for all IT processes
  • Manage the lifecycle of assets ensuring unnecessary expenditure
  • Automate and improve contractual processes and satisfy increasing compliance needs
  • Define, plan, measure, improve all the availability of IT services

Benefits

  • Automate complicated processes, with easy use drop and drag capability
  • Optimise, manage technology investments by importing details, giving visibility/control
  • Quickly and easily log incidents with only one click.
  • Analyse, predict and resolve possible issues before your customer aware.
  • Reduce 1st line costs, users log/update their incidents/requests
  • Organise, manaage and control planned and unplanned outages
  • Provide an accurate, single representation data for all IT processes
  • Manage the lifecycle of assets ensuring unnecessary expenditure
  • Automate and improve contractual processes and satisfy increasing compliance needs
  • Define, plan, measure, improve all the availability of IT services

Pricing

£29.00 per user per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

2 9 5 7 3 5 2 3 0 7 0 5 5 9 3

Contact

Softcat Limited

Charles Harrison

01612725766

psitq@softcat.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints We are happy to work with all customers to find a technical solution to their requirements.
System requirements
  • “Services” accessed by https
  • Runs on a variety of platforms and browsers.
  • Pplication has software and hardware requirements for the VM

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Alemba provides support based on priority. A priority 1 call has a 15 min response time.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Alemba Service Manager end users access chat through the license free customer portal. Analysts access chat within the core application using wither a concurrent or dedicated license. External chat systems such as Skype for business can be integrated using the extensive snap-in connector platform.

Alemba's chat functionality allows users to change the font type, font size and font colour using the settings for the Self Service Portal Global Font. This enables customers to set the desired configuration to support guidelines within disability acts. We have tested that the input field for chat dynamically resizes to display all the text to be seen, and that it is possible to resize the chat window as desired within the bowser. We have also tested that coloured indicators determine individual’s status and availability. We have also verified that when a message is received, the recipient will see the chat window dynamically appear on top of other windows, allowing a window taking a large proportion of the screen to be minimised
Web chat accessibility testing Alemba has a number of users that beta test the accessibility features of the tool in both the UK and US.
Onsite support Onsite support
Support levels We provide Production Support, 24x7 and Basic Support, business hours, Monday - Friday. Both can be accessed by phone, email, customer portal or web chat. We also offer v-Fire NOW contract (optional), providing a team of dedicated support users to assist and configure the application on your behalf.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Alemba provides a range of Professional and Support Services (including training) around the Alemba Service Manager product suite. With specialist consultants to cover each stage of the implementation lifecycle and train users. Alemba is ideally positioned to deliver a successful, end-to-end ITSM project within your organisation.

Alemba typically provide a ‘train-the-trainer’ approach to our user training courses to ensure that knowledge transfer is seamless between teams and individuals. Alemba also will create video training material specifically tailored to the customers Alemba Service Manager system usage for knowledge material going forward.

Full supporting documentation including System Management User Guides, General User Guides, Installation, Release documentation etc. are provided. Further documentation can be produced in direct partnership with the customer as a result of any training exercise taken place in order to maintain their own library of collateral specific to the customer system itself.

Alemba training videos are also available on-line via the Alemba Help site that include useful How To's, configuration tips, Alemba Service Manager release feature videos etc.

Alemba provides customer access to our website and forums which include useful updates, videos, blogs and customer interaction.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats Videos & Help Site
End-of-contract data extraction At the end of the contract Alemba provides customers with a back-up of their database and 5 user non-product license so that users can install the apoplication locallly and access their data in a structured way.
End-of-contract process At the end of the contract Alemba provides customers with a back-up of their database and 5 user non-product license so that users can install the apoplication locallly and access their data in a structured way.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service All interfaces of ASM can operate on mobile platforms such as tablets and smart phones providing 100% of functionality.

In addition, special mobile apps are available for IOS and Android to provide a better user experience on these platforms. All core logging and updating features are available in the mobile apps while administrative and configuration features are restricted to the web application.
Service interface Yes
Description of service interface The service interface is a screen responsive HTML 5 web application that uses a multi-column approach to empower users with as much information as possible including active call and knowledge matching on the logging screen.
Accessibility standards WCAG 2.1 A
Accessibility testing Alemba conducts testing for screen readers and screen magnifiers. Alemba also ensures the tab order makes logical sense for keyboard users.
API Yes
What users can and can't do using the API All aspects of the application can be used via the API.
API documentation Yes
API documentation formats Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Users can easily 'configure' forms using Alemba Service Manager Screen Designer, without the need for customisation, utilising drag and drop functionality. Alemba Consultants are available for analysis and scoping of your customisation and integration requirements, to implement the customised solution.

Scaling

Scaling
Independence of resources ASM is provided in the AWS platform which provides truly elastic computing that automatically expands and contracts compute on demand.

Analytics

Analytics
Service usage metrics Yes
Metrics types Alemba Service Manager ships with powerful inbuilt analytics, reporting and dashboard engine that enables customers to quickly develop the metrics they require as reports or dashboards. A large array of reports is provided out of the box. The report engine connects to the data through the ASM API which simplifies and normalises the data structure making user defined fields easy to incorporate in reports.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Alemba

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Secure Encrypted Transfer (SFTP or Physical Media dependant on customer requirements)
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • PDF
  • XML
Data import formats
  • CSV
  • Other
Other data import formats XML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks IPsec or TLS VPN gateway
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability In the context of service continuity in the Alemba Service Manager platform we provide 24 X 7 X 365 production level support. Guaranteed SLA up time is 99.95%. AWS provides high availability as part of the service, Alemba provide database backups daily with a retention period of 7 days.
Approach to resilience We use AWS Data Centres which have ISO accreditation.
Outage reporting By a monthly report

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Username or password
  • Other
Other user authentication IPsec VPN
Access restrictions in management interfaces and support channels Our dedicated cloud services team manages the Alemba Service Manager-Cloud estate.

Administration rights are never provided outside of the cloud services team and in fact can be restricted if required to specific personnel agreed with customer.

IT Service staff are able to access your hosted server, application and database, theoretically ITS Staff may be able to access API’s where service accounts have been provided for the purposes of third party integrations. Access to your system may from time to time be granted to Alemba Project Management or Support Personnel at the discretion of IT Services to facilitate their respective functions.
Access restriction testing frequency At least every 6 months
Management access authentication Dedicated link (for example VPN)

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Details can be given upon request
ISO/IEC 27001 accreditation date 28 June 2013
What the ISO/IEC 27001 doesn’t cover The scope of the ISO/IEC 27001:2013 certification is limited to the information security management system (ISMS) supporting the management of the infrastructure and services platform used to support the Alemba Service Manager application and in accordance with the statement of applicability version 3.8 and aligned to the control set in ISO/IEC 27017:2015 ISO/IEC 27018:2014.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date Details can be given upon request
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover Details can be given upon request
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes The Head of the Cloud services team uses automated monitoring tools to ensure security policies are adhered too. They aer empowered to take all required corrective action.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Alemba follows an ITIL based change management process that requires approval of any changes at every stage in the process including; requirements definition, design, development, testing and release. Alemba considers security as a primary design element and is always tested. Alemba maintains a CMDB which is updated automatically as part of the change management process which is automated in Alemba Service Manager.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Alemba subscribes to security notification services that provide news on active cyber threats so that precautions can be taken in conjunction with our partner AWS.

The highly resilient cloud platform provides abstraction from single points of failure in the hardware estate to circumvent service threats.

The Alemba security team constantly review IT environmental legislative threats and changes and these are fed into the product and cloud security protocols. Alemba carries out penetration testing in the cloud environment using JUMPSEC for security penetration testing who is an approved Crest vendor. This is typically carried out on an annual basis.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Alemba deploys a number of automated security packages that monitor and Alert to any threats such as website attacks. If such an Alert is raised the Alemba Cloud Support Team action it with immediate effect 24 by 7.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Alemba have a predefined process for general incidents against which an SLA operates based on Priority. Security Incidents have their own lifecycle and are always treated as a Priority 1 and operate on a 24 by 7 SLA. The Incident management process is automated in the Alemba Service Manager tool which provides logging of Incidents by Phone, email, customer portal or chat.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £29.00 per user per month
Discount for educational organisations Yes
Free trial available No

Service documents

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