Alloy Navigator - our daily help - thank you!
We are responsible for the IT infrastructure of the schools affiliated to us in the canton of BL (Switzerland).
We have been using Alloy Navigator as a ticketing system (incident, service request) for many years.
We keep discovering great functions that are very helpful. The knowledgebase is used extensively to provide instructions for us IT, but also for teachers and students.
The purchases of hardware as well as software and services are authorized and processed via Alloy Navigator.
We are currently introducing the use of Alloy Navigator's project management and are learning to work with it.
All of our Service Requests, Incidents, Announcements and instructions for inquiries are centralized and can be linked as required.
The purchasements of hardware, software and services can be managed centrally. If necessary, different permits can be configured as a condition prior to purchasements.
Sub-tasks of Service Requests, incidents or projects can be managed clearly.
If you want, adjustments to workflows, masks, etc. can also be made.
Alloy Navigator's webinterface is very good, most or almost all of the work can be done in the web browser. This is really fantastic!
Alloy Navigator is very good software. I can't find anything that we can call a disadvantage.
Extensible Incident Management, Asset Management, and Incident Workflow Management
Our shop has been using this software for years because it has excellent value, with good customer support. We use the product everyday to manage our support desks, manage our hardware inventory, and provide a web interface to our agency users. We are continually improving our efficiency by automating tasks, and we manage an extensive knowledge base with hundreds of articles for either end-users or tech support staff. Our clients also find the system fairly easy to use to submit tickets and interact with the technicians. There is always more we could be doing with this system. I am impressed with its capabilities and flexibility.
We have found Alloy to be highly customizable to meet our needs - we can track the life cycle of hardware assets, we can remotely manage machines directly from an incident case, we can link incidents and problems to the computers history, and and we can automate many simple and complicated tasks from resetting a password to requesting an RMA from a hardware vendor. I have used many other Enterprise IT incident management software products and this is still my software of choice.
The system is very powerful and with power comes complexity that requires training and understanding of how the underlying database interacts with the software in order to get the most out of the product. Understanding the hierarchy is important when setting up your service desks if you support more than one technical team. We have an IT Support Desk as well as a Facilities Support Desk, and a Supply Order Desk.
Fully featured and still developing
The flexibility is endless, this product is capable of doing anything you design. It can output to batch files, automate tasks and digitise forms. The only limitation is your imagination. Treat this as a very advanced GUI for SQL
You do need to get a full understanding of the administration side if you wish to use this product to its full potential
Great software for ticketing and inventory needs. Customer service is extremely helpful in customizing the solution to best fit your needs. Software does everything you need for helpdesk and servicedesk operations.
Can be a little slow on a WAN or remote connectivity, I recommend the web interface for those situations.
Our company has grown tremendously in the past two years and Alloy has grown with us.
Robust help desk solution.
Almost all the features have customization to fit your business. From device inventory to custom reporting, Alloy helps you get what you need for metrics.
There is a learning curve on the product. If you do too much customization, like all things, something may break when an upgrade is released.
I use it daily for tracking HelpDesk Calls, Inventory and Purchasing
consistent and customizable
Alloy doesn't cost a lot and he's making a pretty good job
Navigator is a good management tool for IT assets. You can get inventory, service desk and project inside an ITIL framework with this simple and efficient software. It s easy to implement and you can have a CMDB for a low cost.
You must register on alloy navigator web site if you want to get a price or a trial of the software.
Alloy is a very good product for managing IT related information.
The thing that I like most about Alloy is that it's able to house ALL of our IT related data. One stop shop for whatever information you need to access.
Sometimes the user interface is a little confusing when it comes to finding a certain help desk ticket or an inventory item. But otherwise it's a really good IT software package.
Review for Alloy Navigator
It's an excellent experience because it benefited me more than I expected from other programs and everything I needed and brought in.
This program helps to follow the work seriously and continuously and it includes all the sections I need in the work like the one and save the assets in the department and renewal and many other things
This program is good, and there's nothing I didn't like.
I love the product and it has helped us and our client streamline their support processes.
providing an efficient service desk
There are many features, and they are entirely customisable. The out of the box features and set up is very useable from day 1.
Support is great.
Programming is too simplistic and doesn't encourage code reuse - which leads to difficulty in long term maintenance.
The agreement with Alloy suits an end customer, it doesn't cater for the needs of true resellers and service providers.
Priced for larger organisation - difficult for small organisations to get started.
Response from Alloy Software
Thanks for the kind words! We truly appreciate your loyalty to Alloy's products!
We agree the functionality and price of our Enterprise edition is aligned with medium to large companies in mind. If you would like something more suitable for small to medium companies we'd suggest you take a look at our Express edition.
Regarding workflow, the system is designed specifically for the purposes of reusing every piece of a process you design. You can design one form that is used in multiple workflows, or you can create a function with simplistic or extremely complex operations any process can take advantage of. A good example is the ability to request manager approval. There's a built-in function, no different than any function you can create, you can add to any workflow. That's as reusable as you get.
I urge you to get in touch with us so we can show you. It will unlock some extremely powerful benefits for you and your customers.
Alloy is our "Main Brain"
We work with Alloy Navigator/Discovery since more than 12 years now.
No other product can compete with Alloy Navigator/Discovery.
I Feel really secure with Alloy ( not like similar free product.... if you know what i mean)
I make custom workflows, fields, views to fit the needs of F.Menard.
Oh, i forget... [SENSITIVE CONTENT HIDDEN] are top notch :-)
-VERY VERY VERY powerfull
Serisouly... you can do whats you want with this solution.
-Learning curve can be difficult for a novice
-no iOS apps
We switched from other application. This by far is the best option.
Runs quickly, has a lot of useful features.
Customer Service support, slow at getting responce
Response from Alloy Software
Thank you for your kind words, but I am sorry you had such a poor experience. We make it a point to take good care of our customers.
After review, I'm confused though. Your company's average response time is just over 2 hours which is well within our SLA, two of your coworkers rated our service 5 stars in their reviews and I see no requests in our system from you.
Regardless, I hope you don't hesitate to give our support team another chance. I am confident your experience was an exception.
Again, I'm sorry we didn't live up to your expectations.
Easy to use on-premise solution.
Alloy has created a one-stop shop for all of our key IT data.
Alloy allows us to pull multiple islands of information (support ticketing, asset management, loaner tracking, etc) under a single umbrella.
While Alloy can track a wide breadth of information, sometimes getting into the nuts and bolts of the data can be a bit cumbersome. Network inventory for SNMP devices and software tracking/allocation leave a bit to be desired.
Used Alloy at both my previous and current job, great product.
Easy tracking of hardware and software licenses. Tracking of helpdesk issues has been easier that previous product.
The help desk and software licensing components really save a lot of time and are easy to use. I've been able to use the software licensing piece to fulfill a Microsoft audit with ease.
Migration from other software vendors is a little tricky, but that's more due to how the other vendors configure their databases.
Alloy Navigator 8
I have used Alloy for nearly 15 years. It is one of my most valued solutions in my support organization.
The ability to get a good picture of the support organization
A better solution to Active Directory to automate company/locations. Possibly having a manual way to assign the parent company to the locations and have that flow to users would be great.
We found the product to be extremely flexible in allowing us to configure a lot of details and forms to meet our specific needs.
The on-prem solution at times had some performance concerns, but we're looking forward to seeing this addressed in the new cloud offering.
Alloy does the job
The majority of our IT department lives inside Alloy. It is simple to use for the average technician and the user portal is good as well. The integration of software allocation and databases of all hardware on our network is a must.
- Alloy user portal and technician portals are easy to use
- Runs quickly and smoothly
- Easy to import users from AD
- Email integration for alerts on new tickets and updates on existing tickets
- Training that Alloy offers is well thought out and contains tons of information.
- Customer Support can take 1-3 days to get back to you
- The backend of Alloy is very confusing. Trying to change simple things can be extremely difficult since there is no search functionality and no documentation online.
- If you want custom features added it is going to cost a decent chunk of money.
Response from Alloy Software
Thanks for providing a review! We're happy you enjoy using our solution!
I apologize for the experience you had with Support. However, I'm positive it was an isolated situation. A review of your company's 138 tickets since 2015 shows an average response of 2hrs 19mins with average resolution under 24 hours. Given that I expect your next experience will be a positive one.
For online documentation, I would strongly advise the use of our Support Portal. Our product help and admin guides are all online along with our searchable Knowledge base.
The admin part of the product does have a learning curve, but you'll find the ratio of flexibility to ease of use to be unmatched. Other products provide a fraction of the power or they require programming knowledge to leverage the same results. Use the search workflow feature to find what you're looking for or press F1 anywhere for contextual online help.
Please reach out to us if you need anything and thank you for using our solution!
Great Support and Inventory Management Software
Alloy keeps our technology department on task, and gives our company's users an easy way to ask for help in solving their issues. The software is near limitless in what you can do with it thanks to the scripting and automation it provides. The automation also helps us manage our inventory, by keeping up with computers and hardware in stock, on loan, etc. We send emails to users to remind them to return hardware they've borrowed, and we've created a process that will create a ticket if our stock of hardware or computers starts getting low. Monthly tasks such as access reviews and computer updates are tracked using tickets that are automatically created. This software is highly customizable, provided you've got the knowledge and imagination to write the scripts and workflow.
Our favorite part about the Alloy software is the scripting and automation it provides. You can have it create tickets or work orders automatically when certain conditions are met, such as a ticket to order more computers when stock is running low.
The scripting is a bit hard to understand if you don't come from a SQL background. However, Alloy's support team is excellent and has been able to help with every issue we've given them.
Alloy Navigator Experience
What I like most about Alloy Navigator is the Library tree, we implemented this tool with our company laptops giving us the ability to track and list who we "loan" the laptop out to. We can also track when we push software updates on our machines. Knowledge base tree is another pro in my opinion, whenever im stuck with an issue I do a quick search in Knowledge base to see if any previous employees have come across the same problem before. This really helps me cut down on troubleshooting time and points me to the right direction on how to solve the problem.
So far my only Con I have with Allow Navigator is the ticketing system, I feel like users who have issues with something should have the ability to create a ticket from there end. We currently use a system where every call we get we have to input a ticket ourselves in full detail, its not horrible by any means but there is an inconvenient factor to it.
Response from Alloy Software
Thank you for your review!
Our Self-Service Portal allows users full control over entering tickets with whatever information you'd want them to!
You have complete control over their submission forms just as you do for the technician side, there's a Service Catalog, ability to check-out shared equipment, handle approvals and you can even make knowledge base articles public for the customers so instead of you finding the solution, your customers can do it themselves without having to submit a ticket!
Of course if you'd like, you can have end users submit tickets via our e-mail too! Just setup the Mail Connector and you're good to go!
Contact our services team if you have any questions!
A flexible product for any IT Department
Asset tracking, ticket management, knowledge base articles and full asset library reservation system.
The straight forward approach for an all encompassing program is why we chose this product 13 years ago. We can accomplish our daily ticketing system, maintain a company equipment reservation program and inventory all company assets in one out of the box program. On top of that, the support team is always available to help and always responds in a timely manner to any question or request.
The programming logic can be a bit confusing at times on the back end. There are lots of logic statements, actions, etc. that can be buried in a specific place that are not always easy to find.
Great product at a great price!
We were looking for a solution to enhance our change management system. Alloy had all the components we were looking for and very happy with the product. In addition, we will also be upgrading our Helpdesk system and Asset management system using Alloy.
Alloy Navigator is the complete solution to manage IT services and assist in providing controls for changes in the technology environment. It was easy to install and the self service portal was easy to navigate. The best part of it was cost. We looked at several other products ranging from cost to functionality to find Alloy provided more for less!
Admin settings can be confusing but is organized well enough to navigate.
We've used the network inventory and it works great and the support has been top notch.
We've used the network inventory to scan all PCs weekly and it lets me know if there are any changes going on with our hardware. We keep track of all of our maintenance history so we know the history of all of our hardware. We've done some software monitoring so we know what versions of software are being used.
I like the network inventory. It lets me know what is going on with our PC's and if anything is changing. I use ANX to input all of our service done on PCs so it's easy to find out the history of a PC
It takes a little time to get used to how to make modifications but the support has been great and will be looking into some training to be able to use more affectively.
Mostly positive, with exceptions
I really like the variety of modules, and the tech support available to help out. I also like the ease of use for my technicians.
How much back end maintenance I have to be involved in. I would prefer a solution that is able to smartly manage itself out of the box OR more accurately describe what errors are causing an issue.
Excellent inventory and ticketing features
We are having success consolidating information for tickets, assets and knowledge. Keeping all of these in a single place has helped us.
I like that we are all on board with Alloy for ticketing and inventory. Solution adoption can be a struggle for some teams. We collaborate and share ideas and then implement our own best practices for ticketing and inventory. We are building on this into the knowledge feature also.
Thus far I do not see a con. We need to dedicate more time toward any automation we can build into the product.