Alemba Service Manager vs BMC Track-It!

• Manage service processes
• Manage pools
• Automate services

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• The software is simple to use. There doesn't seem to be a lot of bells and whistles which could be attractive to some users.
• It includes email notifications where users are able to respond to an email and it updates the ticket.
• The system gives you the ability to customize your view so that you only need to see that tickets that are relevant to you or your group.

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• Embedded CI (configuration Item) scanner
• Reporting and dashboarding engine

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• Care must be taken when configuring automatic replies otherwise you can end up in an endless loop of emails if response goes to another auto-responder. This will cause tickets to automatically be generated with every reply and then it takes a while to clean up the unwanted tickets.
• The support model is prohibitively expensive if you let support lapse and then need support once again. This is because they expect you to pay for all of the previous versions/years between when you last paid for support and their current version. This means that if there have been 3 versions of the software since you last had support, they expect you to pay for the 3 versions even if you did not use them. This is a primary reason why we are looking at alternative ticketing systems currently.
• It would be nice to have the ability to selectively kick a user our of a ticket without having to kick them entirely out of the application.

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• Less management time spent on VMs and virtual environment
• Less money spent on compute
• Less money spent on servers

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• We were able to consolidate down to one ticketing system and build it to fit our needs without any extra add ons.
• Adoption did have some trouble with people trying to manipulate the data entry system to match the reports they wanted. This resulted in some wasted time as the system was reset and those individuals were removed from the implementation team.
• This was able to eliminate many spreadsheets for tracking project work. This eliminated 'lost' projects and work and kept progress going forward.
• The built in reporting replaced hours of work creating reports out of spreadsheets and emails.
• We moved our help documents to their Solutions knowledge base and were able to eliminate a separate wiki server for holding that information.

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