Other ALVAO products deployed at STOCK
After implementing Asset Management, and inspired by the simplicity and efficiency of ALVAO, the company turned its attention to clunky IT management, which had been based on a bulky and needlessly complex helpdesk package.
Users hadn’t even been trained to use the software, which made any hope of success futile. The software had no status-change notifications for a given request. There was no online user front-end and the overall solution of requests was inefficient.
“The second package from ALVAO – Service Desk was exactly what I was looking for. It can handle all the basic needs of a company of our size, has a simple and effective self-service web portal and features the automated raising of requests,” is how Aleš Kamarád reflects on choosing ALVAO.
Service Desk acts as a single point of contact for all company requests
The whole implementation was focused on a clear goal – to introduce a Single Point of Contact, integrating all IT asset records from Asset Management. We develop our products as a comprehensive solution, because they work best together – in line with ITSM – and this is exactly what STOCK wanted to benefit from.
Users fell in love with ALVAO almost immediately
We develop ALVAO from the perspective of Microsoft product integration – so the look-and-feel is much the same as MS Office.
“User uptake was incredibly smooth. Once they found out that something like this existed, many took the initiative to follow the ALVAO route proactively. They saw that it was a faster and more viable way to get help from IT,” is how Aleš Kamarád specifies the ALVAO induction period.
“The ALVAO environment feels natural. It doesn’t have 3 million buttons that get used once every 5 years. The tool has just exactly what I need. Finding your way around the basics is easy. You can’t lose your way in Service Desk,” comments Aleš Kamarád.
How STOCK uses Service Desk
The IT department has a single point of contact where users report requests. Technicians don’t spend time talking on the phone or dealing with lots of user emails. ALVAO deployment has seen much improved organization of work in the IT department, and the company began to live up to agreed SLAs.
Requests from production are no longer getting lost
If any incident arises in production, the staff raise a request in the Service Desk, and it goes to the solvers. ALVAO has also coped with shift working. Users can get to see a request raised by others, so there are no duplicate tickets and there is no need to leave notes anywhere.
Automated employee onboarding is more efficient
Robust Service Desk processes encompasses staff joining and leaving. Thanks to ALVAO, the HR manager no longer has to worry about overlooking something and can delegate all related tasks involving other departments from one session.
We trained the IT department
Technicians are able to administer the solution themselves and are not reliant on our help, which is nevertheless available to them at any time. The service catalogue, from which users select applications, was covered by a ready-made solution, but we still trained the STOCK Plzeň IT department to be completely and self-sufficiently in charge of using the Service Desk.
Reporting and analysis
Records of tickets and incidents are now much more detailed, more accurate, and even at the basic level of reporting the company has managed to identify several problems they were previously unaware of.
STOCK began using data from Power BI for their decision-making
Technicians can now make informed decisions based on the quantities and profiles of ALVAO requests. Operational and managerial reports are available in Microsoft Power BI and connected to Service Desk.
'Taking stock' of cooperation
Several months of effort and dozens of hours worked have brought the solution to its current level. Users benefit from the Service Desk on a daily basis and certainly don’t miss bygone times and procedures. The IT department has its workload well-organized and the asset records are 100% accurate and efficient. Thanks to ALVAO, the annual inventorization of assets is done much quicker than before.
“We found a lot of project/organizational bottlenecks and weaknesses that were slowing down the whole process, yet which we’d had no inkling of. This was one of the first benefits I saw after deploying ALVAO,” is how Aleš Kamarád sums up our cooperation.
Start managing IT and asset records effectively. Get inspired by STOCK Plzeň – Božkov
Has the STOCK Plzeň – Božkov case study inspired you to consider making similar changes? Do you want to empower your department and company? Contact our consultants to arrange a complimentary meeting or ask for more details about our products – Service Desk & Asset Management.
