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 IT Service Management and Helpdesk has an overall rating of 5 stars  from 3 customers.

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The views and opinions submitted and expressed here are not those of Microsoft.

Awesome SLA Engine

  • 5.0
  • Overall Rating 5 stars

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

Pros
The built-in SLA engine is very flexible and we were able to achieve exactly what we wanted from it. The base ITIL implementation saved us from 'reinventing the wheel'. It also meant that we didn't have to deploy & integrate a new system alongside CRM and ERP. The CRM now truly does hold a 360deg view of the customer.
Cons
Initially the solution was locked down a bit which made heavy customisation difficult, but the team at Alfapeople were very responsive and made changes to the product to ensure that we could make the changes we needed.
Additional Comments
The Alfapeople ITSM solution is a great solution, especially if you already have Dynamics CRM. You could be deployed and up and running with elements including CMDB, Incidents, Problems and SLA Escalations in a matter of days.
  • Price 5
  • Deployment Time 5
  • Needs Met 5
  • Compatibility 5
  • Performance 5

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Mike Persson

  • 5.0
  • Overall Rating 5 stars

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

Pros
Simple to setup and great start with predefined process templates for Incidents and Service requests. Advanced SLA's feature and built in portal got us up and running in just over a week
Cons
Would like a better CMDB
Additional Comments
Great app
  • Price 5
  • Deployment Time 5
  • Needs Met 5
  • Compatibility 5
  • Performance 5

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ITILised

  • 4.5
  • Overall Rating 4.5 stars

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

Pros
Provides a great headstart into using the ITIL framework
Cons
That I didn't learn about it earlier
Additional Comments
If ITIL is important to you, and you use already use Dynamics CRM, then I believe deploying AlfaPeople ITSM is an easy decision to justify.
  • Price 5
  • Deployment Time 5
  • Needs Met 4
  • Compatibility 5
  • Performance 4.5

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The views and opinions submitted and expressed here are not those of Microsoft.