About company

ENETIQA is a major energy provider operating heating plants and distribution networks across the Czech Republic. Managing IT infrastructure for critical energy operations requires clear records and reliable support.

The challenge

ENETIQA’s original support setup relied on a custom tool built in-house. But when the vendor ended development and dropped support back in 2019, the system came to a standstill. Support requests trickled in strictly by email, while hardware and software records sat disconnected in separate spreadsheets.

Overview depended entirely on the memory of the IT team leader. As the holding company continued to expand, relying on memory and scattered files was no longer enough.

“Our previous Service Desk was a one-off SharePoint application. Official support ended in 2019, and development stopped along with it. We were essentially operating purely through email, completely cut off from our asset records,” explains Martin Hranička, ITI Division Delivery Manager at ENETIQA.

Solution

When selecting a new platform, ENETIQA also evaluated large enterprise suites. Three key reasons ultimately decided in favor of ALVAO Service Desk and Asset Management:

  • Connected Service Desk and Asset Management: Unifying both capabilities was essential. Other tools either couldn't link them or required overly complex setups. With ALVAO, incoming support tickets link directly to specific hardware and software records.
  • Practical functionality built for their scale: The team chose a solution that remains easy to use while handling complex workflows and automation smoothly.
  • Direct control for the IT team: The IT department manages categories, custom forms, and workflows on their own without relying on external support.

“We evaluated several vendors, including heavy corporate systems. In the end, functionality decided it, especially linking the Service Desk with asset tracking. A massive enterprise tool would have been complete overkill for our needs. It would be like using a sledgehammer to crack a nut,” adds Martin Hranička, ITI Division Delivery Manager at ENETIQA.

Martin Hranička, Delivery Manager divize ITI at ENETIQA

“When we started, there were just six of us, and our team lead kept everything in his head. Today we are eleven, and we still have complete visibility because everything lives in ALVAO. We’ve never regretted that choice,” says Martin Hranička, ITI Division Delivery Manager at ENETIQA.

Benefits

Implementing ALVAO provided ENETIQA with clear visibility over daily support tasks and dependable asset tracking across IT and beyond:

  • Straightforward request handling and full audit trails: Every ticket lives in a single workspace with a complete history. Team members know who is working on what, what changes occurred, and current ticket statuses, keeping resolution times short.
  • Organic expansion into finance: After seeing how effectively IT streamlined daily workflows, the finance team adopted ALVAO for their own approval processes and financial controlling needs.
  • Tailored reporting for subsidiary managers: Executive leaders at individual subsidiaries receive clear ALVAO Power BI reports restricted strictly to users within their branch, keeping communication clean across the holding group.

What lies ahead for ENETIQA

As the next step, the IT team plans to connect asset records directly with Microsoft Intune, prepare for NIS2 compliance requirements, and introduce standardized tagging to make physical audits even faster.

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