Alemba ITSM is a unified IT service management platform that combines incident resolution, problem analysis, change control, and service delivery into a single system designed for mid-sized to enterprise organizations. Unlike enterprise-heavy solutions that demand substantial budgets and complex implementations, Alemba delivers ITIL-aligned capabilities through an agile framework built specifically for organizations seeking professional-grade service management without enterprise-level costs.
Professional-grade ITSM capabilities designed for mid-market agility—without the enterprise price tag or implementation complexity.
The platform’s core strength lies in its thorough feature set delivered at a mid-market price point. Incident Management automatically logs, categorizes, and assigns tickets based on impact and urgency, while Problem Management uses AI Ops and trend analysis to identify root causes and prevent recurring issues. Change Management provides full traceability for planning, evaluating, and deploying changes with minimal risk. Service Level Management tracks SLAs in real time, monitoring response targets and triggering breach alerts to maintain service commitments. This unified approach aligns with broader Enterprise Service Management principles to standardize processes across departments and improve efficiency through centralized service catalogs.
Alemba reduces licensing costs through its Self-Service Portal, which provides unlimited license-free access for all employees. Users can log requests, track progress, and resolve issues independently through the brandable Service Catalog. The integrated Chatbot offers 24/7 virtual agent support, while real-time chat connects users directly with analysts. This approach greatly reduces ticket volume by empowering end users to find solutions through suggested knowledge functionality and searchable knowledge bases.
Resource management capabilities enhance efficiency without requiring additional investments. The Resource Scheduler matches tasks with agents based on workload, availability, and skills through a drag-and-drop interface. Conflict detection alerts prevent double-bookings and scheduling errors, while dynamic SLA forecasting recalculates deadlines based on resource timing. These automation features reduce administrative overhead and improve visibility into team assignments and bottlenecks. A major European bank replaced manual spreadsheet scheduling with Alemba’s Resource Scheduler, achieving a 65% reduction in scheduling time and an 18-point improvement in SLA performance through automated task assignment and dynamic deadline adjustments.
The platform maintains enterprise-grade governance through its Federated CMDB, which consolidates asset data from multiple sources, and Asset Management tools that track resources across their complete lifecycle. Integration capabilities connect with existing tools like ServiceNow, SolarWinds, Microsoft SCCM, and Atlassian Jira. Organizations can configure workflows and approval processes using no-code configuration tools that enable rapid setup without requiring scripting expertise. Alemba holds PinkVERIFY certification for 19 ITSM processes, confirming its ITIL alignment while delivering the agility mid-market organizations require.
