AlfaPeople IT Service Management (ITSM)

Tired of ITSM solutions that seems more like tools of oppression than something that helps you run your business smarter?

Time to take charge

ITSM For too long, a few heavy-weight vendors have dominated the ITSM market with solutions that demanded your organization to accommodate the way that processes and user experience was designed 20 years ago. Some have accepted that being simply ”the ways things are, let’s just make the best of it” while others, more creative CIO’s have gone out and bought additional systems off the shelf and as a result created silos of information where data is locked away and impossible to analyse. Our ITIL endorsed ITSM solution based on Dynamics CRM gives your organization the ability to focus IT service strategy around established industry best practices for greater efficiency but with the all the benefits and flexibility that comes with a great CRM solution. We provide IT Service Management solutions worldwide, powered by the Microsoft Dynamics CRM platform. Our consultants are ITIL and Dynamics CRM certified and have vast experience in identifying and analyzing business processes to meet and exceed your expectations and operational requirements.
ITIL is the “most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting services to the business”. Read more about ITIL on the official site.


ITIL can be adopted by organizations large and small. Some of the companies who have adopted ITIL include Microsoft, NASA, the NHS and HSBC bank.

Our ITSM solution provides the following processes out of the box without any integration requirements between processes:

  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Knowledge Base
  • Change Management
  • Service Level Management
  • Self Service Portal
  • Service Portfolio Management
  • Service Catalogue Management
  • Service Assets and Configuration Management
  • NEW: Release & Deployment Management with TFS Integration
  • NEW: Event Management

Common ITIL Processes

Incident Management, Change Management and Request fulfilment are three of the most common ITIL processes and should be adopted by any organization seeking to optimize how IT services are delivered.

Incident Management


Incident Management follows a standardized process in line with the ITIL Framework to allow Service Desks to handle all incidents and ensure they are treated in a defined and repeatable manner; this could be a simple ticketing system to a worldwide ticket management system. The benefit of Incident Management is that it quickly builds up a wealth of knowledge of previous incidents. This can lead to some of the benefits shown in the diagram below:


Figure 1: Some benefits you can expect

To further enhance your Incident Management process, the AlfaPeople ITSM solution provides Service Level Agreements to compliment Incident Management. This allows you to report on how well you are performing against your service targets.

Change Management


The consensus in Change Management is that the majority of incidents are commonly caused directly or in-directly by a change. The AlfaPeople ITSM solution provides a predefined approach to implementing changes. This provides the means to enable and enforce management of the change and also provide accountability throughout the lifecycle of the change. We can set-up a way of working that allows for various aspects of the change to be considered including cost, impact and the benefits of the change.


Figure 2: Impact of change

Request Fulfilment

The AlfaPeople ITSM solution will allow you to standardize regular requests so they are dealt with in a repeatable and automated manner. Our self-service portal allows for a managed end to end process providing automation before the request is received by the Service Desk.
This can be customized to keep in-line with your business needs. Our adaptive solution contributes to keeping costs down in the long term and provides you with more efficiently run operations.


Figure 3: A screenshot of the Self-Service Portal

Why should you invest in an ITSM solution that is built on Microsoft Dynamics CRM?

  • Reduced development costsDeploy on premise or as a service
  • Speed to market
  • Flexible application development
  • Future proof application development
  • Reduced on-going support costs
  • Industry standard – familiar to your developers and consultants

Some of our customers

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Customer References

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