vFire 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 centre.
- Powerful business process engine driven by graphical workflow engine.
- Advanced integration platform to event management and ERP systems.
- Incident Management automation with powerful rules engine.
- Automated Problem Management with pattern recognition across Incident Records.
- User friendly Self Service Portal
- Change Management/Release Management process provided out-of-the-box.
- Federated CMDB supported by over 20 out-of-the-box connectors
- Asset Management, Vendor Management.
- Contract Management process provided out-of-the-box.
- Advanced graphical Availability Management records real-time service delivery performance.
- Automate complicated processes, with easy to use drop&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-allowing users to log/update their own incidents/requests.
- Organise, manage and control planned and unplanned outages.
- Provide an accurate/single representation of data for all IT processes
- Manage the lifecycle of assets ensuring unnecessary expenditure
- Automate/improve contractual processes and satisfy increasing compliance needs
- Define/plan/measure and improve all the availability of IT services
£29 per user per month
- Education pricing available
|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.|
|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 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'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||Yes, at extra cost|
|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
Alemba provides a range of Professional and Support Services (including training) around the vFire 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 vFire 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, vFire release feature videos etc.
Alemba provides customer access to our website and forums which include useful updates, videos, blogs and customer interaction.
|Other documentation formats||
|End-of-contract data extraction||We have an exit process to provide the users data back to them.|
|End-of-contract process||Customers either renew, or follow the exit process as above|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||The vFire system supports Windows and Mac desktop operating systems across a wide range of browser platforms. vFire Self Service provides a HTML interface that is fully browser and platform agnostic and will scale down to tablet size devices. The vFire Mobile application support access via iOS, Windows Phone and Android operating systems and can be downloaded from each respective store. The mobile application is designed to fit within the screen estate of each device on each OS to maximise the user experience.|
|Accessibility standards||None or don’t know|
|Description of accessibility||N/A|
|Accessibility testing||Alemba take accessibility levels very seriously and thus functionality to change size, fonts, colours and style options for all user requirements are available. During development Alemba ensures that all priority one requirements and the majority of priority two items of the W3C’s website accessibility Initiative requirements are taken into account where possible. All screens support magnification tools for partially sited. Alemba also has a VPAT certificate.|
|What users can and can't do using the API||All aspects of the application can be used via the API.|
|API documentation formats|
|API sandbox or test environment||Yes|
|Description of customisation||Users can easily 'configure' forms using vFire 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.|
|Independence of resources||Customers run on dedicated hardware in isolated networks with allocated resource and are not on a share platform with other customers.|
|Service usage metrics||Yes|
|Metrics types||Metrics on VM And Networking via vRealise Operations Manager and internal reporting tool.|
|Reporting types||Reports on request|
|Supplier type||Reseller (no extras)|
|Organisation whose services are being resold||Alemba|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing 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 export approach||Secure Encrypted Transfer (SFTP or Physical Media dependant on customer requirements)|
|Data export formats||
|Other data export formats||
|Data import formats||CSV|
|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
|Guaranteed availability||In the context of service continuity in the vFire Cloud platform we provide 24 X 7 X 365 production level support. Guaranteed SLA up time is 99.95%. vCloud Air 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 VMWare vCloud Air Data Centres which have ISO accreditation.|
|Outage reporting||By a Monthly Report.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Our dedicated cloud services team manages the vFire-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
|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||Between 6 months and 12 months|
|How long system logs are stored for||Between 1 month and 6 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||Schellman & Company|
|ISO/IEC 27001 accreditation date||28/06/2013|
|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 vFire 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. Assets within the scope of the ISMS include: information, software, databases, hardware, and VMware vCloud Air and employees supporting the vFire service offering.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
|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 vFire.|
|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 VMware.
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 vFire tool which provides logging of Incidents by Phone, email, customer portal or chat.|
|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
|Connection to public sector networks||No|
|Price||£29 per user per month|
|Discount for educational organisations||Yes|
|Free trial available||No|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Terms and conditions document||View uploaded document|