ALVAO Service Desk

The best decision to obtain Alvao service desk

Kommentare: We used to handle ticketsthrough a shared mailbox. This caused a lot of confusion and inconsistencies in our daily work. Customers weren't satisfied, technicians weren't happy. That was all changed thanks to the tool. I want to thank the whole Alvao team for making such great products that have helped our company a lot, saving us both time and money.

Vorteile:

- clear automated processes incident, change and request management - ai capabilities and automated workflows - microsoft integrations such as Teams and Oulook - great licencing and easy to use - it is used in the entire company - good Powe Bi reports for easy overview - easy to use for users for raising a ticket - mobile access - good self-service portal, service catalogue, custom forms and fields that we can set up according to our very specific needs - amazing Alvao customer support and implementation - quick and easy for a good price

Nachteile:

- Knowledge base is weak - Search field should be also improved - More regular product upgrades/new version - not only once in a year

Short review based on more than two years of use

Kommentare: Alvao SD has a very friendly user interface, integration with MS Active Directory and quality manufacturer support is very good.

Vorteile:

We appreciate ease of use for our end users. The tool can handle advanced routing of tickets to distributed teams without overcomplicating things for end users.

Nachteile:

There are always ways to improve the product. To the required extent, the system met our expectations.

ALVAO Service Desk

Kommentare: We currently use the ALVAO SD primarily for IT processes, and part of Purchasing and Marketing activities.

Vorteile:

Useful and universal tool for ESM ITSM/ITIL support Quite a few interesting functionalities Connection with AM tool Console and WebApp for users

Nachteile:

Worse, more complicated, inconsistent UX Deploy of customization aren't easy and complex Poor support and FIX release (long time bug repair) New/updated functionality and improvements comming too late Missing function of User Activity Monitoring tool which has been retired Poor function improvements for the SDC (just WA development preference) In some cases bad license terms and pricing

Alvao at MERO.

Vorteile:

From the user's point of view, the web application is clear and easily customizable. Also with easy administration via web interface. Creating services, their editing, working with groups. Integration with Outlook. We wanted to have the requirements clearly in one place. With communication and links to other requirements and their status.

Nachteile:

At the moment, we are satisfied with the set functionality of the software. Any suggestions for improving functionality are accepted by Alvao.

ALVAO Service Desk

Kommentare: Very good product for implementation ITSM/ITIL in organization. It allows easy expansions even for non IT processes (for example facility management). Clear implementation of Service catalogues.

Vorteile:

Easy control and integration with Microsoft products (Outlook, Excel). Good options for customization and expanding of the tools functions. Great support and regular development of this product.

Nachteile:

Weak KnowledgeBase so far. In case of bigger number of users/services, the requirements for the administration are increasing.