AlfaPeople IT Service Management & Helpdesk

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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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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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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