Author's articles
Jana Mancikova

Challenges with Knowledge Management in ITSM

Organizations often struggle to manage and optimize Knowledge management. This article goes beyond definitions, going depper into the untamed hurdles companies face when integrating Knowledge Management (KM) into their IT Service Management (ITSM) processes. We'll explore common roadblocks like...

Jana Mancikova

12.2.2024

6 minutes of reading

What’s new in ALVAO 11.2

The new version of ALVAO 11.2 brings a number of new features and improvements to make your everyday work easier, and some new options.

Jana Mancikova

25.4.2024

6 minutes of reading

What are MTBF, MTTR, MTTA, and MTTF incident metrics? How to calculate them?

When discussing incident management, some argue that incident metrics like MTBF, MTTR, MTTA, and MTTF matter less than understanding how incidents can be resolved, what preventive measures work, and why incidents occur in the first place (i.e., identifying the root cause). Let's find out in the...

Jana Mancikova

30.5.2024

10 minutes of reading

What is a Service Level Agreement (SLA)? Simple examples (2026)

Learn everything you need to know in this easy-to-follow article. We'll cover what Service Level Agreements (SLAs) stand for, why they're essential, and how to effectively manage them using Service Level Management (SLM). Discover simple examples and best practices to ensure optimal service...

Jana Mancikova

1.2.2026

8 minutes of reading

SLAs, SLOs, and SLIs: What’s the difference and why they matter for your IT team

In IT, we’re all about keeping things running smoothly and keeping people happy. But when it comes to managing service expectations, terms like SLA, SLO, and SLI can feel like alphabet soup. If you’re not 100% clear on what they mean or how they work together, don’t sweat it, you’re not alone....

Jana Mancikova

10.12.2024

5 minutes of reading

The Watermelon Effect in IT: Why SLAs Fail & How XLAs Fix It (2026)

Your IT services might look great on paper since SLAs are met, response times are fast and uptime is high. But are your users actually happy? The watermelon effect happens when SLAs are met but users still complain. How to solve it? Find out in the below article and get a free checklist to easily...

Jana Mancikova

1.2.2026

7 minutes of reading

From Spreadsheets to ITAM: What, When and Why You Gain

In the early stages of managing IT assets, spreadsheets seem like a natural choice. They're widely available, familiar, flexible, and easy to start with. Almost every IT team has, at some point, relied on Excel or Google Sheets to track laptops, monitors, software licenses, and serial numbers. But...

Jana Mancikova

7.8.2025

6 minutes of reading

What’s new in 25.3?

The latest release of ALVAO brings updates that make IT management simpler, faster, and more secure. From improvements in Teams and Outlook to smarter asset stocking, better Knowledge Base insights, and enhanced cybersecurity features. This version is designed to save you time and give you clearer...

Jana Mancikova

24.9.2025

6 minutes of reading

When work never ends: A wake-up call for IT professionals

At our recent conference workshop, Marcela Hollmann, Ph.D., and Prof. Martin Vaculík, Ph.D. from Duality, experts in work and organisational psychology, shared a sobering truth: when regeneration is missing long-term, it leads to serious health consequences. We're not talking about feeling tired....

Jana Mancikova

25.11.2025

5 minutes of reading