List of Alemba Service Manager (ex Alemba vFire) Customers
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Each quarter our research team identifies companies that have purchased Alemba Service Manager (ex Alemba vFire) for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Alemba Service Manager (ex Alemba vFire) for IT Service Management include: Legal Aid NSW, a Australia based Government organisation with 1440 employees and revenues of $257.0 million, ANSTO, a Australia based Government organisation with 1278 employees and revenues of $107.0 million and many others.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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ANSTO | Government | 1278 | $107M | Australia | Alemba | Alemba Service Manager (ex Alemba vFire) | IT Service Management | 2015 | n/a |
In 2015, ANSTO implemented Alemba Service Manager (ex Alemba vFire), the Apps Category "". The deployment was led by Information and Digital Systems and began in November 2015, with operational use continuing through December 2020 across ANSTO sites in Sydney and other locations. The application supported second and third level desktop support workflows for professional and scientific staff and offsite contractors.
Alemba Service Manager was configured to manage software and hardware asset inventories and to orchestrate incident and request workflows, with asset records maintained alongside Microsoft SCCM. The implementation included ticket lifecycle configuration, vendor liaison tracking, and provisioning queues tied to VMWare Virtual Desktop user management.
Integrations explicitly included Microsoft SCCM, VMWare Virtual Desktop, and Active Directory security groups, with the service environment operating within a managed secure computing environment that used drive encryption, secure networks, application whitelisting, and group policies. The scope covered system design, support and installation of collaborative meeting and conference spaces across multiple ANSTO sites, plus inventory and RMA coordination with external vendors.
Operational governance emphasized secure endpoint management, regular audits, end-user system agent maintenance and packaging of security software for deployment via SCCM, while Alemba Service Manager provided the ticketing and asset control backbone. The configuration supported 2nd and 3rd level troubleshooting processes, escalation paths, and procurement quotation tracking for hardware, aligning service management with AV project workflows.
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Legal Aid NSW | Government | 1440 | $257M | Australia | Alemba | Alemba Service Manager (ex Alemba vFire) | IT Service Management | 2021 | n/a |
In 2021, Legal Aid NSW implemented Alemba Service Manager (ex Alemba vFire) to consolidate its IT Service Management processes. The deployment was centered on helpdesk operations in Sydney NSW, with Helpdesk Support Officers responsible for logging IT service requests, troubleshooting both remotely and on site, and managing user accounts across the organisation.
Alemba Service Manager (ex Alemba vFire) was configured to support core ITSM workflows including incident management, service request logging, knowledge capture and documentation of ticket resolutions, and asset support during device rollouts. Configuration and operational use emphasized ticket-first triage, creation of professional documentation for recurring issues, and closure workflows that enabled high first contact resolution rates.
Operational coverage included Level 1 Infrastructure Support for Exchange, CITRIX and Office365, and routine liaison with third party vendors and suppliers for equipment follow ups and repairs. The platform supported an 800 laptop rollout project by providing ticketing, asset tracking and work assignment for on site and remote remediation activities.
Governance practices centered on standardized ticket documentation and knowledge base creation to institutionalize troubleshooting steps and handover procedures. Reported outcomes from the support role over this period include 98% customer satisfaction and closure of 99% of service tickets on first call, with Alemba Service Manager serving as the primary IT Service Management tool for helpdesk and user support functions.
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Buyer Intent: Companies Evaluating Alemba Service Manager (ex Alemba vFire)
- City of Ryde, a Australia based Government organization with 643 Employees
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