ALEMBA LIMITED

Alemba Service Manager ITSM - IT Service Management Software

Alemba Service Manager is an advanced ITSM tool that supports incident management, problem management, change management, request management, knowledge management, asset management, configuration management, release management, availability management, capacity management, event management and project management. ASM provides a customer-centric service catalogue, advanced ITSM self-service portal and zero-code workflow engine.

Features

• Drag and drop workflow engine no code business process engine
• Screen designer no code form rule and field builder
• Rest API powerful self describing API and webhook integration
• ITSM self service Portal Advanced licence-free customer centric support portal
• Skills-based call routing auto allocation based on agent skillsets
• Time and expenditure recording for Request fulfilment and Incident remediation
• Powerful real time ITSM analytics supporting dashboard and reports
• Secure data separation for true Enterprise Service Management (ESM).
• Full Project Portfolio Management including MS Project integration
• PinkVERIFIED Certification for 18 ITIL 4 processes

Benefits

• Mature, advanced, ITIL-aligned, out -of-the-box Enterprise ITSM solution
• GUI-driven visual user interface, zero code screen and rule configuration
• Site license customer portal providing external and internal license-free self-service
• GUI-driven white label branding engine to suit your brand identity
• Microsoft Azure platform integration for application extensibility
• Long term cost-effectiveness supported by Low Total Cost of Ownership
• Graphical workflow automation, maximising productivity by reducing manual tasks
• Real-time data understanding and decision making with data analytics
• Azure AD integration, Teams integration, Slack integration, etc.
• Pro-active delivery compliance using service level management: SLAs, OLAs, UCs

£37.50 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at laurence.scott-mackay@alemba.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

590486862540204

Contact

Laurence Scott-Mackay
0203 479 7900
laurence.scott-mackay@alemba.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Planned maintenance arrangements: Software on the Alemba Service Manager cloud platform is kept up to date at convenient times agreed between the customer and Alemba. Updates are applied transparently and with no disruption to customers at a time requested by the customer.
• System requirements:
  • A modern, HTML 5 web browser
  • SAML 2.0 integration is required to enable user SSO (optional)
  • Mail server supporting MS Graph API, SMTP, POP3, IMAP4
  • AD, Microsoft SCCM and SCOM connectors are provided free

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1 - 20 minute (24/7/365),; P2 - 1 hour (business hours, 8am-5pm, Mon-Fri),; P3 - 2 hours (business hours, 8am-5pm, Mon-Fri),; P4 - 1 working day (business hours, 8am-5pm, Mon-Fri)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Alemba does not provide different support levels. All customers get 24/7/365 P1 support, and business hours P2,3 and 4 support from a cloud engineer and a dedicated technical account manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Alemba provides a dedicated deployment programme, consisting of training, workshops, and online video training. Alemba provides each customer with free design/discovery services for the purpose of agreeing a scope of works, which will define the project success criteria. Alemba's Rapid Start database is a pre-configured, best practice ITSM system that gives customers a jump start in ASM deployment.; ; The next step in the on-boarding process is a meeting of members of the Project team from Alemba and the customer organisation. This meeting will introduce and define the roles within the forthcoming project and start to define the high-level business objectives.; During the project the Project Manager and Project Sponsor will be responsible for the successful delivery of the project.; ; Post- go live Alemba assigns a dedicated technical Account Manager to help develop the use and grow the adoption of the product and customer organisations. ; ; The training requirement, effort and cost, will be defined in the SOW associated with each implementation project. Alemba delivers training in three ways: ; ; 1. Hands-on Training - training implemented into implementation process.; 2. Training Video Creation - Alemba’s consultants and customer product champions will together build a training video.; 3. Self-paced training - video library.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: MS Word
• End-of-contract data extraction: Alemba provides a database back up and a 5 user non-production system that will allow customers to extract data at their convenience. If assistance is required to configure termination system, then a number of consultancy days charged at the rate in the Alemba rate card will be required.
• End-of-contract process: Alemba provides a database back up and a 5 user non-production system that will allow customers to extract data at their convenience at no charge.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Alemba provides a responsive design and there are no functional differences between mobile and desktop.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: The Alemba self-service portal allows customers to log, update and track calls and requests, access the service catalogue, review their assigned equipment and complete workflow approvals. Users can see real-time dashboards. The portal is 100% licence-free and can be branded to your unique requirements.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Alemba equips testers with various assistive technologies, such as screen readers (e.g., JAWS, NVDA), voice recognition software (e.g., Dragon NaturallySpeaking), and keyboard-only navigation tools. This has been lab-tested by our GUI experts.
• API: Yes
• What users can and can't do using the API: The Alemba API is comprehensive and allows access to all data entities, including user permissions and system configuration. There are no known limits.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers can customise the service by using Azure logic apps, which allow customers to build additional functionality.

Scaling

• Independence of resources: Alemba uses a cloud model where each customer has a separate Azure tenancy and is not in contention with other customers for resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Alemba records the amount of time each agent uses the system.
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: IP Whitelisting
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data is extracted using the built-in search screens which produce CSV files or using the reporting engine which can extract data in CSV, Word, PDF or HTML formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • MS Word
  • HTML
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • MS Word
  • PDF
  • .xls
  • SQL

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.95% availability. Service credits by agreement.
• Approach to resilience: Alemba provides all services on the Microsoft Azure Cloud which is inherently resilient. Further details available on request.
• Outage reporting: Email, dashboard and account management team will inform users.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Alemba Service Manager supports a variety of authentication options:; • Username and password,; • Windows Authentication,; • Authentication against other LDAP sources using username and password,; • SAML based single sign-on,; • SAML identity providers typically support multi-factor authentication beyond that provided by Alemba Service Manager
• Access restrictions in management interfaces and support channels: Alemba Service Manager includes role-based access control (RBAC) that controls access to features, functions and data in accordance with compliance guidelines.; Roles are defined in the Alemba Service Manager administration application and can be defined at a high-level function access privilege e.g. Incident Management, Problem Management access etc. down to a granular-level field level security detail (Read/Write/Edit/Delete). Roles and users can be associated with workflows that they are allowed to access.; Typically, Alemba Service Manager credentials will be synchronised with existing identity management systems, e.g. Active Directory, allowing single sign on.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Alemba Service Manager supports a variety of authentication options:; • Username and password,; • Windows Authentication,; • Authentication against other LDAP sources using username and password,; • SAML based single sign-on,; • SAML identity providers typically support multi-factor authentication beyond that provided by Alemba Service Manager.

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR Limited
• ISO/IEC 27001 accreditation date: 15/10/2023
• What the ISO/IEC 27001 doesn’t cover: Alemba non-cloud operations.
• ISO 28000:2007 certification: Yes
• Who accredited the ISO 28000:2007: Alcumus ISOQAR Limited
• ISO 28000:2007 accreditation date: 15/10/2023
• What the ISO 28000:2007 doesn’t cover: Alemba non-cloud operations.
• CSA STAR certification: Yes
• CSA STAR accreditation date: 15/10/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Alemba non-cloud operations.
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type 2
  • ISO 27018
  • SOC 1

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: Alemba publishes a comprehensive set of security policies and procedures. These form part of all staff induction and refresher courses are conducted on an annual basis. Each departmental manager has an annual goal of ensuring policy compliance in their team and reports to the VP of Cloud Services.

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 records all configuration changes in its master CMDB, which records the configuration of each customer. Each change process includes a test phase where all configuration changes are trialled before production implementations. All changes will be subject to a CAB approval which will determine if there is a security implication and that further security testing such as pen tests will be required.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability Scanning and Penetration Testing of the Cloud Service Platform will be performed against exposed endpoints. This covers six phases of security testing covering:; Vulnerability analysis of the internet-facing applications, where all areas detailed in the OWASP Top 10 (Injection, Broken Authentication, Sensitive Data Exposure, Broken Access Control, Security Misconfiguration and more) are covered.; Vulnerability analysis of the supporting infrastructure, where analysis of the server build, network filtering policy and general setup took place.; Manual testing of common security configurations.; Assessment of logical errors that impact security.; Vulnerability scanning is conducted at least annually for each customer
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Alemba use several perimeter monitoring tools including Microsoft Sentinel to identify potential or actual compromises. Any security event triggers the security incident process, which involves the categorisation (red, amber, green) of each incident and its assignment to the appropriate escalation point. Alemba commits to response time for all Security Incidents of 15 minutes (Red, Amber and Green) and the resolve time is 4 hours.
• Incident management type: Supplier-defined controls
• Incident management approach: When an incident affects a computer system, a computer security incident response team (CSIRT) is activated to handle the threat. Examples of computer security incidents include attacks such as denial of service attacks and malicious code, which includes worms and viruses. Additionally, an incident can result in the misuse of confidential information on a computer system. This could include information such as Social Security numbers, health records, or anything that could include sensitive, personally identifiable information.; Alemba has detailed security procedures to deal with such events including using our own software to record specially categorised incidents.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Alemba takes fighting climate change very seriously and looks to minimise this in our products, services and collateral:; •Published content e.g. case studies, Brochures etc. are available to be distributed electronically or can be downloaded via our website. Hard copies of our brochures are available when attending trade shows or attending site at our customers and prospects; •Alemba Service Manager is a browser based application and requires a zero-client foot-print and anyone with access to a web browser can access ASM if they have a valid login and permissions to do so.; •The Alemba team from Support Desk, engineering through to Professional Services look to minimise mass document print production by sending its formal collateral electronically and will only store hard copies of material when the need permits e.g. NDA/Contracts.; •Alemba has established a remote-first policy to reduce our carbon footprint and ensure the health and safety of our staff and clients. All Alemba staff work remotely and face-to-face client engagements are kept to a minimum.

  Tackling economic inequality

  Alemba significantly contributes to combating social inequality by donating a portion of its profits to initiatives supported by customers in their local area. This strategy aligns Alemba's resources with our customers’ in-depth understanding of community needs, ensuring that contributions are directed towards areas where they can make the most meaningful impact. By focusing on key issues identified by our customers, such as education, healthcare, housing, and employment support, Alemba can target its efforts towards addressing the root causes of social inequality.; Collaboration with our customers allows for a strategic approach to philanthropy, ensuring that donations support targeted impact initiatives. These initiatives have included funding educational programs to improve literacy among underprivileged children, healthcare projects for low-income families, or affordable housing to reduce homelessness. Such targeted donations not only address immediate community needs but also contribute to long-term social improvement.; Engaging employees and stakeholders in these efforts further amplifies the impact. Involvement can range from volunteer opportunities and matched funding schemes to participation in advisory panels that include customer and community representatives. This engagement boosts morale within Alemba and strengthens its community ties.

  Equal opportunity

  Alemba is committed to a policy of equal opportunity and diversity in employment and recognises that this is essential to the success and growth of the organisation.; To this end, Alemba makes every effort to select, recruit, train and promote the best candidates based on suitability for the job; to treat all employees and applicants fairly, regardless of race, sex, marital status, age, nationality, ethnic origin, religious belief, sexual orientation, or disability; and to ensure that no employee suffers harassment or intimidation.; Managers are trained in interview skills and the importance of adhering to our Equal Opportunities Policies during the hiring process. All potential candidates are made aware of Alemba’s Equal Opportunities Policy and asked to confirm that they will comply with this if hired.; Alemba as a global company operates a Global Responsibility program that ensures no supplier is used that has not committed to the enforcement of anti-modern slavery measures. All members of staff across all regions of employment are always paid more than the UK living wage irrespective of their country of employment.

  Wellbeing

  Supporting the physical and mental health and wellbeing of our employees is of paramount importance to Alemba.; Physical Wellbeing and Health and Safety:; •It is the policy of Alemba to create and improve standards of Health and Safety, leading to the avoidance and reduction of risks and ensuring that the company complies with all Health and Safety legislation.; •Risk Assessments are carried out for pregnant employees throughout their pregnancy ensuring we maintain a healthy environment for the mother and unborn child.; •Homeworkers must complete a Risk Assessment before Alemba agrees to them working at home, ensuring that their homeworking environment is a safe place to work.; •Health & Safety and Fire officers actively implement Alemba’s policies, standards, and procedures. The policy standards and procedures are communicated to employees through contracts of employment, staff handbooks, operating manuals, bulletins and notice boards and staff training.; A Commitment to Mental Health:; •Managers are trained to handle discussions with employees experiencing mental health issues, depression, or stress.; •Alemba offers a flexible working environment, allowing employees to work from the comfort of their own homes and maintain a healthy work-life balance.; •An internal forum has been launched to offer a social outlet for staff members working from home, where team members can engage in an informal setting discussing topics ranging from hobbies and interests to managing physical and mental health. This initiative is aimed at mitigating a sense of isolation that could result from home working and offering team members a platform for forming connections outside of everyday work discussions.

Pricing

• Price: £37.50 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trialling Alemba offers an insight to its cloud-based platform, enabling users to explore features, from IT Incident Management to HR Case Management. Trials last 2-4 weeks, but can flex to suit customer needs. Trial periods are agreed with the Business Development Manager and the customer to meet each customer's requirements.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at laurence.scott-mackay@alemba.com. Tell them what format you need. It will help if you say what assistive technology you use.