What users are saying about
7 Ratings
8 Ratings
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Score 7.6 out of 100
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

Alemba Service Manager

When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.
Amr ElGarhy | TrustRadius Reviewer

Spoke

Spoke is well suited to ingesting the myriad questions and requests I get throughout my workday. If I receive requests directly, they make it easy to change those requests into tickets, which helps my team track and demonstrate the work that we do. Spoke is also great for auto-answering common issues and questions. It only takes three of the same general question for it to start recognizing and offering the answer from our KB. Spoke has also been a great partner in helping our team be more efficient and more effective, something we never got with our old provider. I can’t emphasize enough that Spoke is NOT for external-facing helpdesks. It’s just not. It works best for teams that are supporting their own colleagues. I would also say that, at the moment, it doesn’t scale well past a few hundred users. They’re implementing features this year that will be more helpful for that sort of thing. But it does work great for remote support!
Rose Layton | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Alemba Service Manager
Spoke
8.4
Organize and prioritize service tickets
Alemba Service Manager
Spoke
7.3
Expert directory
Alemba Service Manager
Spoke
8.3
Service restoration
Alemba Service Manager
Spoke
10.0
Self-service tools
Alemba Service Manager
Spoke
8.7
Subscription-based notifications
Alemba Service Manager
Spoke
8.5
ITSM collaboration and documentation
Alemba Service Manager
Spoke
8.2
ITSM reports and dashboards
Alemba Service Manager
Spoke
8.0

ITSM asset management

Alemba Service Manager
Spoke
9.0
Configuration mangement
Alemba Service Manager
Spoke
9.0
Policy and contract enforcement
Alemba Service Manager
Spoke
9.0

Change management

Alemba Service Manager
Spoke
8.3
Change requests repository
Alemba Service Manager
Spoke
8.7
Change calendar
Alemba Service Manager
Spoke
8.3
Service-level management
Alemba Service Manager
Spoke
8.0

Pros

Alemba Service Manager

  • Manage service processes
  • Manage pools
  • Automate services
Brian Kedash | TrustRadius Reviewer

Spoke

  • Routes questions to the right team or person via Slack, email or text
  • Obtain status updates on current job requests
  • Allows IT to follow up more efficiently on the job requests from employees
Anonymous | TrustRadius Reviewer

Cons

Alemba Service Manager

  • Embedded CI (configuration Item) scanner
  • Reporting and dashboarding engine
Amr ElGarhy | TrustRadius Reviewer

Spoke

  • Newer company, a lot of features on the road map that aren't yet available.
  • A few bugs with the Slack integration.
  • Filtering/searching tickets is not intuitive.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Alemba Service Manager

Alemba Service Manager 8.0
Based on 1 answer
It's performed just how I want it to, so no real complaints really
Brian Kedash | TrustRadius Reviewer

Spoke

No score
No answers yet
No answers on this topic

Support Rating

Alemba Service Manager

No score
No answers yet
No answers on this topic

Spoke

Spoke 8.0
Based on 1 answer
Any questions we've had were fielded in a very timely manner and their staff have been very helpful in our launch and ongoing inquiries. Internally, it has been very well received amongst staff and has increased efficiency, company wide
Anonymous | TrustRadius Reviewer

Alternatives Considered

Alemba Service Manager

It wasn't my selection, it's been used for more than five years in the current organization.
Amr ElGarhy | TrustRadius Reviewer

Spoke

Spoke is just... easier. Easier to set up and easier to use, for both admins and users. We already have asset management and didn’t necessarily need our ticketing system to be directly connected to it. We wanted a product that was friendly to use, not crazy expensive, and didn’t require us to purchase an implementation package and/or a multi-day training package to roll-out. It’s not rocket science!
Rose Layton | TrustRadius Reviewer

Return on Investment

Alemba Service Manager

  • Less management time spent on VMs and virtual environment
  • Less money spent on compute
  • Less money spent on servers
Brian Kedash | TrustRadius Reviewer

Spoke

  • Spoke has been very cost efficient, more than paying for itself in gained productivity hours.
Kristen Houston | TrustRadius Reviewer

Pricing Details

Alemba Service Manager

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Spoke

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Alemba Service Manager
9.0
Spoke
8.6

Likelihood to Renew

Alemba Service Manager
8.0
Spoke

Support Rating

Alemba Service Manager
Spoke
8.0

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