4.5 out of 5 (33 Ratings)
Apr 27, 2017
Customer focused and willing to understand my business needs
Apr 18, 2017
The most frustrating thing about the tool, is the Configuration Management section, it's very easy to miss steps or forget to update something in another section if you're out of practice. There are links between certain configuration options, which will not work correctly, or not appear at all, if you haven't configured something else in the system. This is easy to overcome, by planning out what you need to implement before doing it, however this needs in depth knowledge of how the system works, and how all of the different modules connect together. I have spoken to Alemba about this, and it is due to be addressed in upcoming updates.
Apr 17, 2017
The product seems very 'locked down' - I've been advised that many of my requests for improvement are not possible or must be submitted as Enhancement requests with the vendor; there appears to be little we can do in the way of customisation as many parts of the application are 'hard coded'. For example, Knowledge Article templates cannot be edited or adjusted to suit our needs as they're all reportedly hard coded; some of these templates do not adhere to the KCS Standard (E.g. they don't allow for a field to capture Environment). Further, the reporting functinoality in vFire is reportedly a decade old, with many of us finding it confusing.
Apr 17, 2017
The application is somewhat simple to use and reasonably easy to administer, however there are so many options and different choices that you can get lost very easily, the workflows are not that intuitive to create. From a user perspective it is easy enough to use but the application can become quite confusing if you have too many custom configs. The support offered by Alemba is great. they are always keen to get the issue resolved as quickly as possible. There seems to be far too may reports out of the box, and the report builder is only good if you know the entire database schema. if not there is no point in trying to create/builod a report.
Apr 17, 2017
Designer tool and end users view of current calls
Apr 14, 2017
Have a good understanding of your business, your current maturity especially processes and people, identify and involve the various IT stakeholders and vendor to demonstrate what's in it for them, especially the benefit of automation and self service.
Mar 23, 2017
Alemba's vFire is a fully featured end-to-end service management system, from the self- service web portal to the feature-rich and extensible web-based thick client, through to the back end which allows integration with systems such as Active Directory, VMWare's vCenter/vRO, MS SQL, PowerShell, etc. for data federation and automation. Throughout 2016 and 2017 Alemba deployed a stream of experience improvements and new features, many of which turned what were previously areas of weakness into real strengths (e.g. matching panel, autosense, dynamic forms, RESTful API). From the client experience perspective, they ran unmissable annual ANZ user group conferences in 2016 and 2017, and have been actively working with their customers in person and online to prioritise and deliver improvements and new functionality to the product and services. vFire supports an impressive breadth of processes, the core IT-facing client is still powerful and extensible for power users, and is getting easier and more pleasant to use with each update for new and occasional users (it still takes some time to learn and perform initial client configuration). The product has always had solid automation and workflow capabilities, but now with the revamped web forms it works elegantly from end to end for the complete automation of requests (e.g. application install, on-boarding new staff, server provisioning). Automation actions can also be scheduled, or initiated by the thick client; and are executed in the live environment by an orchestrator, script, SQL query or other any imaginable and executable command; meaning practically limitless opportunities.
Mar 19, 2017
The guys from Alemba have been fantastic. vFire is the market leading product in business process optimization and automation. Complimented by a full ITSM service desk system, and user portal.
Mar 16, 2017
The staff at Alemba bring energy and passion to the work that the do. They offer timely and effective responses to issues that we have faced along the way. Some of the technology that their solution is based upon is an end of life - but they are moving quickly and effectively to replace these portions with a new, modern technology stack.
Mar 16, 2017
Great team to work with. Very helpful.