Hi Ross

March has been an exciting month for all at Alemba. We hosted our first User Day (packed with presentations, demonstrations and discussion groups) and the feedback was extremely positive, especially for the sections covering Version 9, Service Catalogue and Networking.

Our next major event is the Service Desk & IT Support Show which is being held on 19th & 20th April at Earls Court, where we will be delighted to welcome you to our stand. For those who haven’t yet had the chance, it will be a great opportunity to see Firefly...

The show itself is going to be jam-packed with over 70 educational sessions, including seminars, panel discussions, keynotes, workshops and more.

We have a limited number of VIP tickets to give away - email kerrie.ridge@alemba.co.uk for more info.

This Month:

» User Day Review & DVD
» Meet the Team
» Setting up the call template

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User Day: A Great Success

I want to take this opportunity to thank those that attended our first annual User Day Group (held at the Nutfield Priory in Redhill) - thank you for helping make it such an enjoyable day.

What happened:

• We launched Firefly, which received a high volume of interest.
• We launched VSM-NOW which is the hosting service of Alemba....read more
• We enjoyed a fantastic presentation from Megan Roach, Service Design Manger about the Service Catalogues (which was a massive hit!).
• Lively discussions around V9 and V10

Just a few of the comments from our guests:

“a very useful and enjoyable day...”

“My colleague and I thoroughly enjoyed the day, very relevant content in a superb venue!”

“a very informative day...”

“Very interesting - I hope that you continue to have Annual User Days in the future.”

“an excellent day...”

User Group Conference DVD

For those that couldn’t make the User Group Conference, we have put together a DVD, which will also include the slides used on the day.

Watch the 'teaser' here »

If you would like to receive a copy, please contact Kerrie Ridge on 0203 479 7900 or email kerrie.ridge@alemba.co.uk

Meet the Team: Tom Bailey

Tom Bailey joined Alemba in late 2010 as a Product Consultant. Prior to this, Tom worked for three years with Infra under the banner of Infra Corporation, EMC and VMware, and is a VSM Certified Developer. He has a degree in Business Information Systems Management and a further three years experience in the software industry.

Since joining Alemba, Tom has worked on a number of projects. He has lead the Crawley Borough Council V9 upgrade project, regularly visits the Business Services Organisation (Dept Health and Social Care NI) in Belfast for on-going consultancy, and has just returned from San Diego where he has been the Senior Consultant at RADY Children’s Hospital.

Tom lives in Haslemere with his wife and two year old son.

How To: Set up the Call Template

The call template functionality allows you to automatically predefine a set of attributes and responsibilities for a call when raised via the customer portal or incoming email.

Steps outlined here are for V9, but some of this functionality is also available in V8. This is great to use for a high level categorisation of calls at initial logging and allows you to automatically route specific types of calls at template level....read more at our website ».