How ITSM streamlines your organization

The ALVAO IT Service Management (ITSM) is a centralized funnel for ITSM processes, keeping all incoming IT requests and subsequent resolution steps together in one place. By aiming for requests, incidents, and changes at the Service Desk point of contact, you get a clear overview of what's happening. The complete asset management records provide information about what is involved, where, and why, making it easier to manage IT requests and resolve issues efficiently.

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IT Service Management begins by connecting the right tools

We develop our products as an integrated solution because they work best together – as ITSM.

A single point of contact for all company tasks and requests

Streamline request management with our ISO 27001-certified Service Desk. Put an end to unnecessary emails or phone calls. Requests from the whole company are automatically sorted and go to the right solvers with clearly defined priority (SLA). Move beyond simple troubleshooting and maximize your department’s potential.  

How Service Desk works

Clear asset records immediately available to all who need them

Say goodbye to cumbersome Excel spreadsheets and cluttered asset records. Get a centralized overview of all software and hardware, from purchase to retirement. With Asset Management, you know exactly what assets you have, who is responsible for each, and where they are located.

How Asset Management works

Benefits of Asset Management & Service Desk on a single ITSM platform

We develop the tools together as one ITSM toolkit that can improve the operation of the IT department and the entire company.

We develop our ITSM solution with security in mind

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Our ITSM tool is certified by PinkVERIFY

We meet globally recognized procedures for effectively managing IT services.

incident management in ITSM

Incident Management

Minimize the organizational impact of downtime and unexpected situations. Incident Management in our ITSM tool makes incident resolution faster and easier. This practice clearly prioritizes which incidents are critical and solving in terms of urgency and infrastructure impact.

 

problem management in ITSM

Problem Management

Prevent problems and unexpected events. Identify the root causes of recurring incidents and prevent them with a well-grounded solution. Minimize the risk of potential business downtime.

change management in CMDB

Change Management

Are you wary of undertaking major changes – be it innovation of established procedures or implementation of new services? Are you nervous about the associated risks, and would rather avoid them? Get change management under control. With Change Management (Enablement), you can assess the benefits, costs, and risks.

service request management in ITSM

Service Request Management

All user service requests come through predefined forms that automatically recognize what an employee is entitled to. Thanks to Service Request Management, solvers have complete documentation for an immediate solution, to a defined workflow – the whole process is transparent, fast, and efficient.

service cataloge management

Service Catalog Management

Keep the service catalogue offered by IT and other departments in your organization up to date. With established service levels (SLAs), solvers know which requirements to prioritize, since they are never out of sight.

it asset management in ITSM

IT Asset Management (ITAM)

Control the lifecycle of tangible and intangible IT assets from start to finish – clearly and with an audit trail. You know exactly what assets you own, where they are, when a license expires, or how many repairs have had to be done.

service configuration management in ITSM

Service Configuration Management (CMDB)

Get an instant overview of your IT infrastructure – analyze incident impact faster and more reliably. The visual CMDB diagram will show the interconnectedness of assets, including their current status. You can plan changes without avoidable downtime and, above all, actively prevent problems in the future. 

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AI-powered IT Service Management with Azure OpenAI & Copilot

Increase productivity with advanced automation, improve the customer experience with faster and highly personalized service, and boost team agility across your organization with Azure OpenAI and Copilot on the ALVAO platform. 

 
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Integration to Microsoft 365 products

Seamless integration with your favorite apps

ALVAO naturally integrates with Microsoft 365 products, but can easily handle the connection to most ERP and other systems.

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Frequently Asked Questions (FAQ)

Having a ticketing system and an Asset Management solution as one IT Service Management (ITSM) solution allows you to better anticipate users’ needs and address them in an effective way. IT Asset Management and ticketing are usually closely connected, since most of the incidents have something to do with existing assets. The data gathered from the one, complements the other, which dramatically improves efficiency, clarity of the IT structure, alignment of IT costs with business needs, better use of resources, and less time and money spent on unnecessary purchases.

To choose the best ITSM software for your company you need to have a clear understanding of your needs. Given the wide variety of solutions in today’s market, it can be confusing to select an appropriate ITSM tool. To narrow down the criteria for a new tool you should first understand the maturity of your IT and your ITSM needs and goals. Make sure your solution integrates well with your existing infrastructure. In order to ensure quality, select certified tools from reliable vendors. Since you want your ITSM tool to be adopted by all employees in the company, choose a tool that puts excellent user experience (satisfaction) in the forefront.

The single point of contact (SPOC) is a centralized communication interface between end-users or customers and IT staff or other internal departments. In IT service management, a SPOC streamlines communication by handling all inquiries, issues, and requests, ensuring consistent and efficient service. Instead of figuring out who to contact, users always know where to go. In short: one place for all requests, issues, and questions.

IT Service Management (ITSM) is the discipline focused on managing IT services to deliver business value. While many people associate IT management with overseeing technology, IT Service Management plays an equally crucial role. It emphasizes the value that IT services bring to users and the company as a whole, ensuring that IT not only functions effectively but also aligns with business goals. In essence, IT services are the vehicles through which value is delivered. 

Enterprise Service Management (ESM) refers to applying the benefits of IT Service Management (ITSM) to departments outside of IT. The adoption of ITSM in other business teams such as Human Resources or Facility Management can tremendously improve operations, services, and cooperation among teams. ESM serves as a true single point of contact for all employees.

AITSM, or Artificial Intelligence for IT Service Management, uses AI to enhance and automate IT service tasks. It helps in categorizing and prioritizing tickets, suggesting solutions, and even resolving issues automatically. This makes IT service management faster and more efficient, allowing IT staff to focus on more complex tasks.

ITIL stands for Information Technology Infrastructure Library.  ITIL is a globally recognized framework that provides a set of best practices for IT service management (ITSM). It helps organizations align their IT services with business needs, ensuring they deliver value to customers. ITIL covers various processes and practices, including incident management, change management, and service configuration management, all aimed at improving the efficiency, effectiveness, and quality of IT services. 

A Full Audit Log in ALVAO Service Desk s a comprehensive record of all actions, changes, and events related to a ticket.  This log provides a detailed history of ticket activities, such as approvals and decision-making, transparency, and traceability. 


 

The difference between IT Service Management (ITSM) and IT Asset Management (ITAM) is that ITSM encompasses a broad range of practices, while ITAM is a specific practice within ITSM, according to ITIL. Some people may see ITAM as a separate practice from ITSM, but this depends on how you define each. Regardless, ITSM and ITAM are closely related and should work together.

IT Service Management software (ITSM) is built on best practices developed over years, ensuring high-quality service delivery. It provides the exact processes needed to manage IT effectively, improving efficiency and overall service quality.This includes:

The difference between ITSM and ITIL is pretty straightforward: ITSM (IT Service Management) is about managing how IT services deliver value to the business, covering everything from design to support. ITIL, on the other hand, is a toolkit of best practices for doing ITSM well.

Enhance your service desk with built-in AI features that streamline your day-to-day tasks and workflows. ALVAO Service Desk Intelligence allows you to perform powerful image searches within tickets (e.g., screenshots of error messages), conduct smart keyword searches within the platform, and expand chatbot capabilities in Microsoft Teams. Get faster answers, automate technical support, and deliver a better service experience with intelligent automation.

IT Service Management (ITSM) software can be integrated with a multitude of apps by deploying standardized APIs (Application Program Interfaces) such as REST API. APIs help connect up to your existing applications to establish seamless and consistent service delivery. The most common ITSM integrations are with ERPs (Enterprise Resource Planning), CRMs (Customer Relationship Management), HCMs (Human Capital Management), Outlook, Teams, and other security and finance systems.

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