Service Desk with ITIL certification

Manage IT according to world standards ITIL

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Service Catalogue IT - screen

Service Catalogue overview

ALVAO Service Desk displays information using a service tree architecture, which allows the product to be configured to the exact needs of a specific customer. In practice, this means that the customer can create any given services with customized rules, processes, permissions, and email accounts. With this versatile access, ALVAO Service Desk can effectively be used in larger companies across various different departments.

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Fully ITIL-compliant

At ALVAO, we optimized the most frequently used processes, including Incident Management, Request Fulfilment, Service Asset & Configuration Management, Change Management, Problem Management, and Service Catalogue Management. All processes are certified according to ITIL 2011 by the noted international authority Pink Elephant, which guarantees that your system will support you in applying ITIL processes.

Open service tree architecture

Open service tree architecture

ALVAO Service Desk displays information using a service tree architecture, which allows the product to be configured to the exact needs of a specific customer. In practice, this means that the customer can create any given services with customized rules, processes, permissions, and email accounts. With this versatile access, ALVAO Service Desk can effectively be used in larger companies across various different departments.

visio

Approval and Workflow

ALVAO Service Desk allows the user to choose whether the approval of requests is optional or mandatory. The customer can define custom approval schemes or use premade templates. The approval function ensures that important requests are not resolved without informing the persons responsible.

The resulting Workflow can be exported to Microsoft Visio for better overview and control.

Workflows visible at all times

ALVAO Service Desk allows the user to configure processes (workflows) according to which individual request solutions are required. Request statuses are managed based on these workflows, which contain instructions for solvers and requesters. These instructions are also sent to solvers in notification messages. You can add new fields (e.g. Building, Device). The workflows enable the system to guide solvers to ensure that requests are resolved according to the right processes and that nothing is omitted. This enables you to guide your employees more efficiently and correctly through the solution processes of various requests.

Workflows for solvers and claiments
are visible at all time
Service Desk - Workflows

ALVAO Service Desk Modules

Case Studies