Hi [firstname,fallback=]

Well, summer is nearly over and we are yet to see any sun!

The last 6 months have been extremely busy and very exciting. Firefly has generated a lot of interest and is being piloted in a few customer sites! We have also increased our team by five, with another three joining Alemba in September. We are extremely proud of the expertise that we are acquiring and hope that you will see the benefit of these individuals joining our team.

I would welcome any feedback on the newsletter. Particularly, if there is content that you would like included in the future, do let us know.

Enjoy what’s left of your summer!

Lisa Nugent
Managing Director

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Change to Alemba Email Addresses

In order to keep pace with Alemba’s expansion outside the UK, we have moved away from the alemba.co.uk email addresses and have started using alembagroup.com as the default.

All alemba.co.uk addresses will continue to work and will simply forward to the new alemabgroup.com equivalent but for future proofing, it is recommended that you update to the new format as soon as possible.

New Starters

Sally Robinson – Product Consultant
I have worked in the Services Industry for the past 15 years most recently as Head of Business Applications within the IT department of an Investment Bank in Knightsbridge. I am a Prince 2 practitioner with 6 years project management experience implementing business critical applications, in my move to Alemba I hope to bring in-depth user knowledge on the important functionality required in a Service Management system.

Scott Pollock – Developer
Originally from Wollongong, Australia. Following university, I worked with the Infra development team in Sydney for two years then transferred to the UK Infra office. Continued to work for Infra (under EMC, then VMware) until leaving last year to travel in Central Asia following six months of living in Kazakhstan.

Rose Kelly – Support Officer
Recently Graduated from University and looking forward to embracing a carer in Service Management.

Joe Frawley – Support Officer
Working on an IT Service desk on first and second-line support, I was involved in working within support of senior leadership in the Northern Ireland Civil Service.

Rohana Aslam – Branch Administrator
I recently graduated from the University Of Portsmouth, where I left with an English Language Degree. I hope to further my knowledge and study in September, when I study a Linguistics Masters alongside working for Alemba and utilise my skills within much Document analysis and checking – Spellcheck beware! I’m very glad to be a part of the team and look forward to embracing any new challenges that lay ahead.

NHS Five Nations Golf

Congratulations to the Northern Ireland golf team (sponsored by Alemba) who included several members from the Business Services Organisation and who came back victorious from the NHS five nations golf tournament!

Meet the Team:
Phil Nixon

Phil Nixon has a long history of customer support in an IT environment.

He worked within the IT Department of what was to become the 2nd largest Health Trust in Northern Ireland for just under 17 years, taking on the role of Service Desk Manager in 2000. He first became exposed to Infra Enterprise 8 as a member of the project team responsible for the regional implementation of the toolset across all the Trusts in the province, taking the role of pilot site for both the toolset, and subsequent additional customisations and modules.

His drive and determination to deliver the application based not only on ITIL best-practice, but also on best-fit for the customer-base brought him to the attention of our senior consultants. After a brief foray into the private sector as a Service Delivery Manager, he joined Alemba at the end of April this year, and has readily accepted the role of Service Manager within the company, and has immediately established a new Customer Support Centre.

Firefly from Alemba

Using innovative touch technology, Alemba’s Firefly Application is a first for the IT Service Management market. Designed to run on iPads or desktop browsers, Firefly allows both end-users and support officers to interact with an Enterprise-grade ITSM system. Using a host of custom controls appropriate for a 21st Century ITSM interface, you will find Firefly packed with sliders, kiosk buttons, Buddy Bubbles and auto-scrollers.

Firefly Officer:
Allow your officers to manage their call queues in a totally new way. Designed from the ground up to have a zero learning curve, Firefly puts all the information you need at your fingertips. Using advanced ergonomic techniques, Firefly ensures that the next move is always obvious and removes the need to memorise menu lists or multiple levels of navigation. This makes it ideal for second or third line support staff that may use the ITSM software less frequently than their first lines colleagues.

Officers can build and save advanced searches in minutes. Saved searches are subsequently available at click and can be further filtered and grouped with ease. Searches operate all the entities on your Service Desk – Incident, Problems, Change Requests, Tasks and Service Requests.

Firefly Portal:
Give your end-users an unprecedented view of the IT service desk. Again, simplicity is the key but as the interface is highly slick and modern, they will want to come back again and again. Users can log and review calls and requests and will be presented with a dashboard showing all Major Incidents open on the desk as well as news bulletins and personal updates on calls they have logged previously. As well as this, the Firefly Reporting Cube gives an immediate view of whether current (and past) calls are hitting performance commitments.

VSM-NOW

For a simpler way to operate and develop your VMware Service Manager 9 installation the VSM-NOW service from Alemba provides a flexible range of service options to support whatever level of VSM out-sourcing you require.

Read More »

Alemba completes Virtualisation Management Lighthouse Programme

Due to its previous experience with VMware Service Manager, Alemba was one of a handful of companies worldwide to be selected for VMware’s Virtualisation Management Lighthouse programme.

VMware’s lighthouse programmes allow selected partners to get an early view of the latest technologies and training before these are formally released to the rest of the partner community.

Alemba successfully completed the programme with Tom, Jose and Laurence being certified and carrying the knowledge back to the rest of the team.

With vCloud Director Request Manager merging back into core Service Manager 9.1 and with the release of the new vCenter Operations stack, organisations now have an end-to-end solution for managing the provision of virtualization within their data centres.

Please email Kerrie.ridge@alembagroup.com if you would like more information and slide decks on managing the provisioning of virtualization with VSM.

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