10 years back, we need to re-evaluate our IT Help Desk solution as we wanted to expand ITIL processes.  Back then, it was known as vFire.

We used Alemba vFire initially for incident and request fulfillment. We then added the use of change management, configuration mgt, and problem mgt.

The product is used for incident management, change management, and request management. We can store assets like people, machines, and processes in CMDB. We can also use the solution to see the chain of services impacted when a server goes down.

The primary use of this solution is for IT service management and for ISO 20000.

We have an on-premises deployment.