Alloy Navigator

Alloy can be as simple or as complex as you want it to be based on how you set it up. The flexibility and depth are what I love most about it. You can really keep track of everything in your IT environment and you can customize it to fit your specific needs. Other products make you use their preconfigured categories and workflows, etc. While Alloy comes preconfigured with almost everything you need, you can add or remove just about anything you want and build your own workflows to automate the system.

I find that the more flexible a product is, the more cumbersome it can be. Since Alloy is extremely flexible, the set up can be a little complicated. However, they have a great support team to help you when you need it.

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.

- 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.