ALVAO IT Service Management Reviews

Summary: In addition to standard IT processes, the system helps to organize and manage the work of other departments - easy to set deadlines(SLA), approvals and adjustable solver roles. It is easily customizable and configurable, allowing easy adoption in almost any department.

Positive: Working in the system is very easy from day one. Thanks to the integration with Microsoft Teams, it is easy to create new requests and at the same time resolve tickets assigned to me. In addition, the easy-to-set-up workflow offers a wide range of options for setting up processes for non-IT users, which is what I am.

Negative: I believe that the knowledge base part might be a bit better.

Summary: We used Excel sheets for tracking assets and a shared mailbox for our requests. This caused huge chaos and inconsistencies in our daily operations. I want to thank the entire Alvao team for making such great products that help the company a lot and save a lot of money and time.

Positive: I really appreciate how the service desk and asset management work together seamlessly. These two tools function as one solution for our entire company, benefiting not just IT but also skippers, customer service, IT support, technicians, and more thanks to licencing model we are all users and agents at the same time.

I like:

- incident, change, and request management with AI capabilities and itil approved
- we can prioritize urgent issues with ticket prioritization and notifications, and we have set up automated workflows and ticket routing to ensure the right person addresses each issue
- it's also useful for our customer service, as we can link our internal tickets to customer issues
- we can easily track all IT assets—both hardware and software—with a clear overview of boats, spare parts, licenses, contracts, people, and locations, which saves us a lot of money
- good integration with the Microsoft family like Teams, Outlook and AAD
- mobile access is fantastic for our field technicians and skippers who are out at sea
- the best part is when we have an issue with a boat, we can raise a ticket in the service desk and attach the specific asset (boat or spare parts) to the ticket, along with its entire history, documents, contracts, licences and location within asset management. This saves us a lot of time searching.
- easy-to-use excellent Alvao customer support and implementation team - Alvao tool was deployed quickly and was ready to use immediately

Negative: -not a big fan of knowledge base, it needs some improvement
- search field in service desk
- product upgrades/new product versions at least twice a year, not only once

Summary: A excellent tool for ITSM. It is easy to deploy, intuitive for endusers and very straightforward for resolver groups. Helps us to make a transparent IT department with good visibility for company management.

Positive: Helps to bring visibility of IT department to high management, helps IT department to manage day to day support in an organized way according to ITIL, the SD is easy to implement, intuitive for internal users (customers).
I would like to have a better way to administer, configure service catalogues - less clicks, better options for group administration, etc...

Negative: Administration regarding service catalogue is sometimes manual hard work with lots of clicking.

Summary: The tool help us to manage work and all organization agenda within one interface. User have single point of contact for any their request so they do not disturb us by mail, phone, etc. Overall very satisfy.

Positive: Great tool for IT support. Saving us tone of time with management of requests and tasks. Also its very customizable tool so we have implemented to other departments (HR, Facilities, ...).

Negative: I have using the tool for 4 years but I did not find anything to dislike yet.

Summary: Alvao helps us to resolve requests faster, reduce workload of my team and it help us to keep all asset inventory properly recorded.

Positive: - very intuitive user interface
- easy customization
- no code workflow builder
- very cooperative Alvao technical support
- automatic asset discovery

Negative: So far, I haven't found anything in 5 years so I hope it will stay this way. :)

Summary: Pretty decent ITSM for reasonable price. It helped us to better organize work within our department and help (finally) get our hardware and software in order.

Positive: The system is very easy to navigate and provides all the features we need. It supports all standard scenarios for incident, problem, and change management, along with no-code workflow automation that saves us a ton of time daily. The integration with Microsoft 365 is pretty good and intuitive. The ITAM part is decent and robust compared to our previous solution, but it's still easy to work with. Love it!

Negative: I have yet to find anything that I disliked. Maybe that I did not have it soon. :)

Summary: I recommend this tool as it has the fresh look and feel of a new age ITSM tool, best integration use

Positive: Design, Customization, Ease of use and the unique integration features such as easy integration with Teams, Outlook and other tools.

Negative: Waiting for additional enhancements/features with AD and other options