Feature Summary

Service Support

Alloy Navigator helps you establish service management practices, identify and proactively respond to trends, reduce management overhead, share knowledge, improve communication, and streamline collaboration within your technical team.

Service Level Management

Service Level Management is an integral part of monitoring and enhancing the quality of service delivery. Alloy Navigator maintains details about each service your organization provides to its internal and external customers allowing you to manage service levels, monitor service quality, and continuously enhance service activities, functions, and processes.

IT Asset Management

Alloy Navigator helps manage the full life cycle of your hardware equipment and software licenses. From procurement through to retirement, Alloy Navigator keeps track of purchasing, warranty and maintenance contracts, related tasks and incidents, and provides a clear view on financials by tracking the current value of your assets with a number of standard depreciation methods.

Change Management

To ensure changes within your IT infrastructure are implemented in an orderly, controlled and systematic fashion, with minimal adverse effect on your business, Change Management practices are essential. Alloy Navigator will not only help coordinate your teams on changes to your environment, but it will increase visibility with a number of built-in approval methods.

Organization Management

Throughout Alloy Navigator, contact information is used to track the origin of service desk tickets and asset ownership, assign tasks, request approvals for changes, and manage vendors. Information on contacts can be imported from an external data source, or synchronized from the Active Directory.

Self Service

Your customers and internal users can access your help desk 24x7 from the convenience of their web browser using the Self Service Portal. They can submit tickets, monitor their progress, and communicate with your support team conveniently. Knowledge Base integration helps your customers find answers to frequent questions, or search for solutions for common problems prior to the submission of a support request to help reduce support costs.

Contract Management

Recording your company's various contracts in Alloy Navigator, such as warranty, service or maintenance contracts, will not only help you track their associated costs, but will allow you to understand what they cover, for how long they cover and who is responsible for them.

External Tools

You can easily integrate Alloy Navigator with third party software products to carry out various tasks related to computers on your network, service desk tickets, contracts, documents, and other types of objects maintained by Alloy Navigator through the use of the External Tools functionality. External Tools enable you to remotely access and manage computers and other hardware, search the Internet or an external knowledge base, synchronize data or interface into a third party system.

Alloy Navigator comes with a number of pre-configured external tool profiles for frequently used tasks.

Knowledge Management

Alloy Navigator allows you to leverage technical information and solutions gathered by your IT staff and service desk team so that repeat occurrences of known issues can be easily handled once discovered. In addition, by sharing these solutions with end-users and members of the technical team, Alloy Navigator helps inform and educate, enhance collaboration, reduce duplication of research, and facilitate knowledge transfer.

Integrated Reporting

Alloy Navigator is integrated with Crystal Reports, the de facto standard in reporting, to deliver a rich set of standard reports and charts for general use. The open architecture of Alloy Navigator’s database allows you to customize any standard report, or create new reports from scratch.





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