IT Service Support

• Alloy Navigator helps you establish service management practices
• Identify and proactively respond to trends
• Reduce management overhead
• Share knowledge
• Improve communication
• Streamline collaboration within your technical team.

Service Level 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
  • Maintenance contracts
  • Related tasks
  • Incidents
• Provides a clear view on financials by tracking the current value of your assets with a number of standard depreciation methods.

Change Management

• Ensure changes within your IT infrastructure are implemented in an orderly, controlled and systematic fashion, with minimal adverse effect on your business
• Increase visibility with a number of built-in approval methods.
• Change Request Approvals
  • Easily implement a comprehensive Change Management workflow with a built-in Approval system offering several standard voting methods such as
    • Majority Decision
    • Required Percentage
    • Sequential Approval

Contact Management

• Track the origin of service desk tickets and asset ownership
• Assign tasks and request approvals for changes
• 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 it will also allow 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 3rd party system
• Alloy Navigator comes with a number of external tool profiles already pre-configured 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 more 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.

Microsoft Exchange Integration

Alloy Navigator 6 features seamless integration with Microsoft Exchange for both incoming and outgoing e-mail.

Global Announcements

Alert technicians and customers when an event of outage occurs using the new Announcements feature. You can also notify your personnel and your customers about scheduled downtime or service updates to keep them proactively informed.