The GTS ALIVE Group operates in 16 countries all over the world, providing services focusing on students and youth, mostly related to the development and distribution of internationally acknowledged ISIC, ITIC, IYTC and ALIVE cards. The company entered the Czech market in 2001, and within the Czech Republic it issues over 260 thousand ISIC cards per year. Each year, GTS ALIVE s.r.o. is awarded as one of the best licensing authorities in the world by the ISIC Global Office.
What needed to be solved in GTS Alive and why?
The IT center of GTS ALIVE Group is located in Prague and takes care of all aspects of IT infrastructure management, including development and support of its own applications and websites within the group. The IT department was tasked with finding a replacement for their own Help Desk, which was no longer able to meet the needs of users – SLA was missing for individual services, emails were not transferred directly into the appropriate request, there were no reports or alerts for requests not being resolved and the request history was hard to work with.
The requests placed on the new solution then included ITIL certification for basic processes, a web-based application, possibility to submit requests on the portal and also by e-mail, an easy-to-upgrade service catalog with defined SLA for each service and also technological inclusion of the new system in the current IT infrastructure of the company, based on MS technologies.
Scope and description of the project
The implementation of the ALVAO Service Desk solution included the definition of a service catalog and basic processes based on ITIL methodology including the configuration of appropriate SLAs. The ALVAO Asset Management and Monitoring system was implemented in parallel with the implementation of the Service Desk, with the goal of increasing the efficiency of IT asset management, which up to that point only relied on Excel tables.
The system was first launched within the pilot project in the Czech Republic, and after its successful start it was then also implemented in foreign companies within the group. Due to positive user feedback, extensions of the system are planned also to areas outside of IT, including for the HR, Operations and Marketing departments.
Benefits for the customer
The easy-to-navigate user interface allows employees to clearly identify which IT services are offered by the department and the state of solution of individual requests. On the other hand, correctly set priorities allow the IT department to know which problems to focus on first; it is less distracted and can make better decisions when buying better SW and HW assets. Due to the company’s international coverage, multi-language support of the whole system turned out to be a key feature.
“The ALVAO system allowed us to increase the efficiency of internal processes and thus better react to the requests of users, who can rest assured that their request will not get lost. Proper record-keeping for all tasks and the easily available reports allow me to see who is working on what, which allows me to better manage my team,” says Radek Klein, the IT manager of GTS ALIVE.