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Turning the Help Desk into an IT Service Management "Suitcase"

     Alloy Software has expanded the concept of IT service management in its Alloy Navigator 5.2 solution, which branches off a central service desk management platform to integrate IT service support with asset and organization management. Navigator 5.2's built-in workflow automation is based on parent-child dependencies, which lets the software track complex processes such as are involved in change and configuration management. You can expand the Help desk functionality with asset management and organizational management modules. This "suitcase" service management capability incorporates incident and problem management, change management, asset management, software licensing compliance, management reporting, and a customer-service portal. Automated workflows and customization are wizard-driven—no programming logic is necessary to get the most from the solution.

            Navigator 5.2 is based on ITIL and  features built-in and customizable workflows. Alloy Software pays close attention to Navigator 5.2's users and integrates user suggestions and requests into the software: New releases incorporating these improvements appear roughly every quarter. Graphical and data reporting, an import wizard that can populate the Navigator 5.2 management database with data from AD and other management directories—even from an Excel spreadsheet—and a quick-start database simplify the software's use and learning curve. Alloy Software provides training and support and is developing best-practices guidelines for the 5.2 release. Navigator 5.2 scales from small and medium businesses to enterprise-class organizations.

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