We are the Helpdesk and Service Management Experts!
AlfaPeople provides Service Management solutions worldwide on the Microsoft Dynamics CRM platforms. Our consultants are ITIL and Dynamics CRM certified and have vast experience in identifying and analysing business processes to meet and exceed your expectations and operational requirements.
ITIL is the “most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting services to the business”. Read more about ITIL on their official site.
ITIL can be adopted by organisations large and small. Some of the companies who have adopted ITIL include Microsoft, NASA, the NHS and HSBC bank.
The AlfaPeople ITSM solution provides the following processes:
- Incident Management
- Request Fulfilment
- Problem Management
- Knowledge Base
- Change Management
- Service Level Management
- Self Service Portal
- Service Portfolio Management
- Service Catalogue Management
- Service Assets and Configuration Management
Incident Management, Change Management and Request fulfilment are three common ITIL processes used by any size organisation which AlfaPeople specialise in implementing.
Incident Management is a popular tool that follows a standardised process in line with the ITIL Framework to allow Service Desks to handle all incidents and ensure they are treated in a defined and repeatable process; this could be a simple ticketing system to a worldwide ticket management system. The benefit of Incident Management is that it quickly builds up a wealth of knowledge of previous incidents. This can lead to some of the benefits shown in the diagram below:
Figure 1: Some benefits you can expect
To further enhance your Incident Management process, the AlfaPeople ITSM solution provides Service Level Agreements to compliment Incident Management. This allows you to report on how well you are performing against your service targets.
The consensus in Change Management is that the majority of incidents are commonly caused directly or in-directly by a change. The AlfaPeople ITSM solution provides a defined and checkpoint approach to implementing changes. This provides the means to enable and enforce management of the change and also provide accountability throughout the lifecycle. We can set-up a way of working that allows for various aspects of the change to be considered including cost, impact and the benefits of the change.
Figure 2: Impact of change
The AlfaPeople ITSM 2011 solution will allow you to standardise regular requests so they are dealt with in a repeatable and automated process. Our self-service portal allows for a managed end to end process providing automation before the request is received by the Service Desk.
This can be customised to keep in-line with your business needs. Our adaptive solution contributes to keeping costs down in the long term and provides you with more efficiently run operations.
Figure 3: A screenshot of the Self-Service Portal