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.

Pros

- 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.

Cons

- 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.

I love the product and it has helped us and our client streamline their support processes.

providing an efficient service desk

Pros

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.

Cons

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.

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.

Pros

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.

Cons

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.

If keeping track of everything is what you want, this product is for you! And I mean everything!

Alloy keeps track of a ll of our inventory, software changes, support incidents, knowledge base, etc. The information in Alloy puts all the necessary information in one place to manage our IT environment easily and efficiently.

Pros

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.

Cons

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 use Navigator for help desk ticket and asset management and have found it quite useful.

Pros

From a help desk perspective, we appreciate being able to see trends in issues our users are experiencing as well as where the issues are coming from. It's quite easy to configure when linked to our AD and other global settings can be updated for multiple users en masse. I appreciate the flexibility in being able to create views of tickets that work for me, as do the other techs who respond to tickets.

Cons

Configuring reports and views is not the most user friendly but they've just released Navigator 8 which I believe makes this easier. No real complaints other than wish there were a Mac version as well.

Has good potential

My overall experience is good. I went head on into a huge mess that was not very well maintained. When the inventory, locations, and customers are up to date, then its much easier to manage.

Pros

What I liked most about this software is how it can be integrated to sync with Active Directory which allows us to keep the inventory, locations, and customer tabs updated. The more automation, the better.

Cons

The gui is kind of outdated and could be simplified, but that's speaking from being on an older version of Alloy Navigator. There is not enough sync customization that can be manipulated or adjusted for AD sync.

Alloy Navigator

Alloy Navigator has eliminated about 4 different spreadsheets that I used to use to track information. I now do this from one console and have set up reporting to assist with the management and tracking of that information.

Pros

It was super easy to get started and setup generally functionality. I have been able to quit using spreadsheets to track information and was able to import most of my spreadsheets directly into Alloy. I now tracks my Contract renewals for both hardware and software. I am tracking my software licensing and allocations. The library is very useful for us to track equipment that we have checked out to our end users and/or contracted trainers. We also have a scheduled inventory that continues to update with our latest information for all computers in our domain.

Cons

The admin section is a little cumbersome to maneuver, but has a lot of options there.

Alloy Navigator Experience

Pros

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.

Cons

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.

A flexible product for any IT Department

Asset tracking, ticket management, knowledge base articles and full asset library reservation system.

Pros

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.

Cons

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.

Pros

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!

Cons

Admin settings can be confusing but is organized well enough to navigate.