Features Summary

Configuration Management

Alloy Navigator is based on a unified Configuration Management Database (CMDB) that serves as the foundation for all Service Management processes. This CMDB helps IT management account for all of the CIs in the database (computers, hardware, licensed software, networks, and documents), and manage the complex interrelationships and dependencies among them.

Incident and Problem Management

The ITIL defines the industry quintessential best-practice framework for IT Service Management. Alloy Navigator lets you deliver your own unique implementation of this world-class standard with a powerful, easily configurable, highly intuitive ITIL-based Service Support module.

Its Incident Management function helps you restore normal operations after service interruptions or reductions, with minimal impact on the business. Its Problem Management function helps you minimize the adverse effect that incidents and problems have on your business by resolving the root causes of incidents and errors with permanent solutions instead of temporary workarounds.

Change Management

Based on approved Change Requests, you can implement changes (with minimal disruption) to correct incidents or problems, whether these issues stem from service-related procedures, hardware, software, or are based on data from Configuration Management. Work Orders let you schedule all the changes, which help you meet business requirements and deliver measurable business benefits.

Service Level Management

Service Level Management is an integral part of monitoring and enhancing the quality of service delivery. Alloy Navigator stores the details about each separate service your organization provides to its internal and external customers.

Each service has a corresponding Service Level Agreement (SLA) that documents the expected business relationship between the service providers and service recipients. This approach allows you to manage quantifiable service levels, monitor service quality, and continuously enhance service activities, functions, and processes.

Knowledge Management

Fully integrated with Service Support, Alloy Navigator's Knowledge Base allows the Service Desk team and/or IT staff to build a comprehensive database of proven solutions to known technical problems. Technicians can arrange solutions in categories for easy management, search or browse for these solutions, and apply them to incident or problem tickets to help resolve them. By sharing these solutions with users, Knowledge Management helps inform and educate, enhances collaboration, decreases duplication of research, and saves you time and money.

Web Portal

The Alloy Self-Service Portal raises your Service Desk to new heights of productivity: Unlimited numbers of internal and external customers can submit tickets from their web browsers; check their ticket statuses; send more information to the technician team; and search the Knowledge Base. Technicians with the appropriate access permissions can monitor the entire Service Support functionality from the browser of any web-connected computer.

Asset Management

Alloy Navigator's Asset Management module lets you manage the full life cycle of your infrastructure assets from hardware equipment to software licenses to office supplies. With this data, you can make informed decisions about maintenance upgrades, licensing, logistics, and more, and with a Finance Management component that includes purchase orders and contracts, you can build accurate business-cost justifications for changes to your infrastructure.

Network Inventory

Seamlessly integrated with Alloy Navigator's CMDB, the Network Inventory module delivers a scheduled, comprehensive audit of all the machines on your network(s), and automatically loads all the audit data right into the CMDB. You can ensure continuous software licensing compliance across the enterprise by automatically detecting all software products installed on these machines.