AlfaPeople

AlfaPeople IT Service Management and Helpdesk

by AlfaPeople
  • App Type

    Online Application
  • Business Need

    Customer Service, CRM, Help Desk Services
  • Works With

    Microsoft Dynamics CRM 2013, Microsoft Dynamics CRM Online, Microsoft Lync 2013
  • Industry Focus

    General - Applicable to All, Government, Professional Services

AlfaPeople Service Management gives your organization the ability to focus your help desk and IT service strategy and around established industry best practices for greater efficiency.

AlfaPeople Service Management provides an ITIL 3.0 certified ITSM solution based on Dynamics CRM 2013, offering complete service management functionality embedded in a familiar, easy to use solution.

The solution helps your Contact Center improve performance; remain agile, collaborative and customer-focused. In addition, ITIL processes ensure a consistent delivery and support of your services.

AlfaPeople Service Management includes the following features:

• Ticket and SLA Management: Manage incidents, service requests, problems and change requests efficiently, instantly identifying and assigning incidents based on category and SLA's
• Integrated Platform: Seamlessly integrates with Lync, Skype, 3rd party APIs and self-service portals
• Social Media: Report incidents via Twitter; post resolutions on Facebook

Pink Verified ITSM Processes:
1) Change Management
2) Incident Management
3) Request Fulfilment
4) Service Catalogue Management
5) Service Portfolio Management

We have very good working knowledge and experience with:
1) Knowledge Base
2) Configuration Items
3) Service Level Agreements
4) Problem Management
5) Service Asset & Configuration Management

AlfaPeople Service Management offers the following Benefits:

• Ease Of Implementation: Complete out-of-the-box functionality with the flexibility to easily configure the system to established business practices
• Productivity: Standardize processes for consistency, efficiency and excellence
• Reduced Costs: Increased efficiency through use of ITIL proven best practices
• Customer Satisfaction: Professional, efficient approach to service delivery;
• Visibility: Track incidents and requests throughout the ticket life-cycle for accurate reporting and improved customer service
• Ease of Use: Native Outlook experience allows for a familiar, intuitive interface with personalized screens and dashboards
• Flexible Reporting: Real-time accurate and configurable dashboards and reports

Recent Reviews

  • 5.0
  • Overall Rating 5 stars

Awesome SLA Engine

Reviewed by:nzregs Reviewed on:5/9/2013

  • 5.0
  • Overall Rating 5 stars

Mike Persson

Reviewed by:Mikkelsen Reviewed on:2/13/2013

  • 4.5
  • Overall Rating 4.5 stars

ITILised

Reviewed by:CRM_guy Reviewed on:1/28/2013

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Release Date

11/4/2013
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