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We have aggregated ratings data on Alemba but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 5 out of 5.0, Reviewed

    Product(s): vFire

    Alemba is making significant improvements in an already good product.

    Overall Comment

    Alemba support is very responsive and easy to work with. Support is knowledgable about the products functions and features. As with every tool, there are some opportunities for improvement for which the vendor has an excellent process for submitting requests and vetting enhancements with all clients and overall product purpose and direction in mind. We implemented with no customizations and strive to evaluate our own process and usage keeping in check with ITIL guidance as this product facilitates.

    What one piece of advice would you give other prospective customers?

    If you are implementing with the notion of facilitating ITIL processes, have process review and improvement in mind. Do not expect to just implement things exactly as you have done them for years. It’s rarely the most efficient or current and it probably isn’t following ITIL guidance or fit an ITIL based systems functionality.

    What do you like most about the product or service?

    Using it effectively for years with no customizations and no assistance with patching and upgrades. Most things are easy to configure if you have your processes defined. Ease of use is really all in how well prepared we are and how we chose to configure it.

    What do you dislike most about the product?

    That there weren’t better examples / templates for any of the processes. However, they now offer quick start templates, though I have not seen them to speak to their usefulness in the real world.

    What one thing do you wish the vendor did differently?

    So much has improved since we originally implemented years ago, addressing many of the things we needed. In addition the future Roadmap is very promising. At the moment, I think consistent “advanced search” across all search screens, not just call & request but again already addressed in the roadmap.

    If you could start over, what would your organization do differently?

    Have better defined processes mapped out for easier workflow implementation.

    Product capabilities - overall comment

    IPK Management, including Major Incident and some request fulfillment. Configuration Management Change Management Knowledge Management Service Level Management AD integration Limited Event management

    Service & support - overall comment

    Timely, pleasant, intelligent and patient.

    1 of 1 peer(s) found this review helpful.


  • 5 out of 5.0, Reviewed

    Product(s): vFire

    Recent change in management has breathed new life into the product.

    Overall Comment

    The local team we deal with has been extremely responsive to our requests after the management changeover a couple of years ago. The employees who represent the company have a real engagement and interest in the product and this shows in the service they provide. There is also real engagement with their user community and this is visibly driving the development of the product.

    What one piece of advice would you give other prospective customers?

    get internal processes sorted out before you look at a tool

    What do you like most about the product or service?

    very responsive to the user community

    What do you dislike most about the product?

    core Analyst UI is a bit dated

    What one thing do you wish the vendor did differently?

    nothing comes to mind at present

    If you could start over, what would your organization do differently?

    Invest time in understanding current processes and adjusting where appropriate to fit desired future state. Also limiting customisation and utilising the product out of the box where possible.

    Service & support - overall comment

    Alemba has put together a very good team of resources locally


  • 5 out of 5.0, Reviewed

    Product(s): Alemba, vFire, Other...

    Product upgrade and support throughout it was great.

    Overall Comment

    Alemba worked closely to obtain our needs and assist with the technology. They sent staff onsite and had staff on boarded via our internal processes in order to enable them to work side by side with user and internal support staff alike.

    What one piece of advice would you give other prospective customers?

    Get your requirements right up front, don’t be afraid of customizations just make them considered ones, at the same time utilise the processes in the tool, don't customise it to your work practices, especially if they are not working already.

    What do you like most about the product or service?

    The ease of support, administration and integration.

    What do you dislike most about the product?

    That it kept changing hands and was not considered a viable ongoing product by such a large organisation as VMWare. Big missed the opportunity for them.

    What one thing do you wish the vendor did differently?

    Not really anything they could have done with regards to the decisions that were made but had they been consulted more I am sure the outcomes would have been different.

    If you could start over, what would your organization do differently?

    Properly define business and technical ownership of Service Management products and have a roadmap in place to meet the changing demands of a large government organisation.

    Service & support - overall comment

    Alemba worked closely to obtain our needs and assist with the technology. They sent staff onsite and had staff on boarded via our internal processes in order to enable them to work side by side with user and internal support staff alike.

    Integration & Deployment - Overall comment

    Alemba worked closely to obtain our needs and assist with the technology. They sent staff onsite and had staff on boarded via our internal processes in order to enable them to work side by side with user and internal support staff alike.


  • 3 out of 5.0, Reviewed

    Product(s): vFire

    Not always intuitive, but the breath and depth of data and analysis is great.

    Overall Comment

    Vendor has always been willing to work with us and develop the best configurations for our outcomes.

    What one piece of advice would you give other prospective customers?

    consider the breath of what the tool has to offer and develop a strategy and constantly keep in mind with solid configuration the processes can meld easily for proactive, efficient services

    What do you like most about the product or service?

    It's highly configurable and can integrate with a number of things at once

    What do you dislike most about the product?

    Support doesn't get back to you in a timely manner and the CMDB isn't as up to snuff from an integration perspective as it could be.

    What one thing do you wish the vendor did differently?

    Better support of the tool in the US and more experienced staff on the help desk.

    If you could start over, what would your organization do differently?

    More out of the box functionality and ensure we cross referenced the processes as we built

    Service & support - overall comment

    Be prepared for them to have to go find an answer


  • 5 out of 5.0, Reviewed

    Product(s): vFire

    Great product, does most everything you will need in the ITIL world.

    Overall Comment

    While a little quirky, once you have spent the time learning the product it does nearly everything you need in an ITIL world, and what little it doesn't you can easily ingrate custom external pieces. They are also more than able to create custom components for you if you don't have an on-staff team.

    What one piece of advice would you give other prospective customers?

    Take the time to learn the product, and plan to use as much of it as you can.

    What do you like most about the product or service?

    Product is easy to use, reduces training and daily operations.

    What do you dislike most about the product?

    Just a little quirky, and takes some getting used to on the administrative side.​ API documentation could be cleaned up a bit.

    What one thing do you wish the vendor did differently?

    In our case, they did what we asked, in our needed timeframe.

    If you could start over, what would your organization do differently?

    Utilize more of the modules up front.

    Service & support - overall comment

    All service issues have been handled quickly.


  • 5 out of 5.0, Reviewed

    Product(s): vFire

    vFire Customer Portal an excellent experience for your service.

    Overall Comment

    The team at Alemba are very customer focused and a fantastic team to work with to deliver desired outcomes and results. We have engaged their Professional Services, vNow Services, Service desk and have found their work ethic, professionalism and knowledge exceptional.

    What one piece of advice would you give other prospective customers?

    Make sure you have clear defined business processes as the area's where we had good processes were quick and easy to deliver within the tool with great results as the tool as great flexibility.

    What do you like most about the product or service?

    The ability to create workflow and screen to meet your business requirements and processes. This also helps for gathering information at a user level when they log calls where the language on portal screens are user-friendly and more technical within the system.

    If you could start over, what would your organization do differently?

    We have run two projects with them and it was easier to have them onsite for the go-live. However the remote delivery did work just as well but it is a risk you have to accept should remote access fails for some reason.

    Service & support - overall comment

    Service and support has been outstanding. All of the divisions across the world of Alemba work well together to deliver what is required for the customer in a timly and agreed manor.


  • 4 out of 5.0, Reviewed

    Product(s): vFire

    Taken some time, but the product is developing at a good pace, nice features being added

    Overall Comment

    Working with Alemba has always been a good experience. Their staff are very knowledgeable regarding the product and take the time to understand what we are trying to achieve and help us get the best from the product. As with any tool, there are some limitations that we have adapted to, but as ever these are taken on board by the vendor and the roadmap for future releases does look to add further capability. We are looking to move up to the latest release, and at each stage, we have removed levels of customization making the tool easier to administer and manage.

    What one piece of advice would you give other prospective customers?

    Listen and learn from others who have been along the journey. Don't think you are unique and have 'special' procedures and processes. If you want to work with a framework then a large part of what you will end up will be the same as others have already done.

    What do you like most about the product or service?

    It's very easy to configure and learn how to use, staff has taken to it very quickly

    What do you dislike most about the product?

    The service catalogue/portal - although this is being addressed in v9.5 - we are looking to upgrade!

    What one thing do you wish the vendor did differently?

    It's slowly getting there, but a good customer portal and catalogue to simplify demand onto the service is a must

    If you could start over, what would your organization do differently?

    Understand the limitations of the toolset, and refine the process to fit, rather than customise the tool

    Service & support - overall comment

    The portal element is very good for tracking calls logged. Always received a timely response to issues.

    Integration & Deployment - Overall comment

    A Very good project team with a clear plan and testing strategy, especially around upgrades and ensuring any customizations are carried forward.


  • 4 out of 5.0, Reviewed

    Product(s): vFire

    It does what it's been designed to do but has some flaws & quirks that can be addressed

    Overall Comment

    Worked with this product for quite some time before it was taken over by Alemba. It does what it is intended to do but there are quite a few issues within the product which have been inherited from previous versions. Can be somewhat complicated to configure for some processes if you are unsure of what you are doing.

    What one piece of advice would you give other prospective customers?

    Do your research and get assistance when setting it up

    What do you like most about the product or service?

    Fairly customisable

    What do you dislike most about the product?

    Still has issues and the designer functionality is full of bugs

    What one thing do you wish the vendor did differently?

    Offer more support from their professional services team

    If you could start over, what would your organization do differently?

    Look at other vendors to compare to. A lot of them now offer SAAS solutions which is the way to go!

    Service & support - overall comment

    Support team for Alemba is quite good


  • 4 out of 5.0, Reviewed

    Product(s): vFire

    Vendor support for upgrades has been excellent.

    Overall Comment

    First level phone support generally needs improvement but sales/2nd level support has been great.

    What one piece of advice would you give other prospective customers?

    Walk through ALL requirements with pre-sales to ensure all business requirements are taken care of not only for IT staff but for all staff involved in the use of an ITSM tool.

    What do you like most about the product or service?

    Functionality and ease of use once proper training has been provided.

    What do you dislike most about the product?

    Not much.

    What one thing do you wish the vendor did differently?

    Better phone support and localized support - the latter has improved by adding 2 local country based technical resources that have easy access.

    If you could start over, what would your organization do differently?

    Keep up with the upgrade path of the application with the vendor.

    Service & support - overall comment

    N/A


  • 5 out of 5.0, Reviewed

    Product(s): vFire

    Mature Service Management System. Wide-ranging functionality that is simple to implement.

    Overall Comment

    Alemba has gone beyond our expectations in assisting with the implementation. vFire is a mature tool that has been in the market (Infra/VMware Service Manager) for many years. vFire has been stable and performed very well. The ease of implementation compared to other Service Management applications has surprised business areas within the Department and has exceeded expectations.

    What one piece of advice would you give other prospective customers?

    Purchase extraction Reporting tool along with vFire to get the most of the data gathered in vFire.

    What do you like most about the product or service?

    Alemba consultants going out of their way

    If you could start over, what would your organization do differently?

    Provide additional resources to developing Knoweldge Bank articles.

    Product capabilities - overall comment

    vFire is a future Service management system with extensive functionality supporting IT department ITIL processes and business areas at the same time.

    Service & support - overall comment

    Local support team has always been very responsive.

    Integration & Deployment - Overall comment

    Deployment has been very straight forward. The Alemba consultant integrated the system with AD is an afternoon.


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Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(16)
4.1

Ability to understand your organization's needs

(20)
4.5

Timely and complete response to product questions

(20)
4.6

Pricing and contract flexibility (pricing and terms)

(17)
4.3
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(20)
4.3

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

6 - 9 months (<9)

I don't know

12 months or more

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(13)
3.8

Ease of integration using standard APIs and tools

(18)
4.1

Quality and availability of end-user training

(14)
4.2

Ease of deployment

(20)
4.3
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(20)
4.6

Did you purchase a support package from the vendor?

Yes

No


Timeliness of vendor's response

(20)
4.6

Quality of technical support

(20)
4.8

Quality of peer user community

(16)
3.6
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(20)
4.5

Incident and Problem Management

(20)
4.6

Change, Configuration and Release

(19)
4.2

Self-Service/Request Fulfillment

(19)
4.3

IT Knowledge Management

(17)
4.1

Reporting and SLA Management

(19)
3.7

Process and Workflow Design

(19)
4.3

Data Source/ITOM Tool Integration

(17)
3.5
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Rollout and Install

User Training

Application Lead

Development/Integration

Maintenance and Support

Functional Assessment

Technical Assessment

Vendor Management

Vendor/Product Selection

Executive Sponsor

Other...


What other vendors were considered?

BMC Software

Alemba

Hewlett Packard Enterprise

ManageEngine

Cherwell Software

Heat Software

LANDESK

Microsoft

ServiceNow

Spiceworks

SysAid

TOPdesk

Zendesk

Axios

CA Technologies

IBM

Landesk

Serena Software

Other...


Why did you purchase an IT Service Support Management Tool?

Improve customer relations/service

Create internal/operational efficiencies

Improve business process outcomes

Improve business process agility

Enhance decision making

Improve compliance and risk management

Drive innovation

Cost management

Drive revenue growth

Improve supplier or partner relations

Other...


What were the key factors that drove your decision?

Product functionality and performance

Product roadmap and future vision

Overall cost

Strong customer focus

Strong services expertise

Pre-existing relationships

Breadth of services

Strong consulting partnership

Strong user community

Financial/organizational viability

Other...