One service desk for the whole company

The tool Tescan used before worked mostly like a mailbox with a nicer interface. Requests arrived by email, and their history and conversation threads gradually disappeared into the pile. It was used mainly by the Czech entity, while the international offices each had their own.

“The goal was to have one central service desk for the whole company,” says Roman Petrucha, Global IT Manager at Tescan.

Tescan now runs requests centrally in English in ALVAO Service Desk. Automatic translation means people can work in their own language, whether they’re in China, France or Korea. That’s what brought in the offices where English-only ticketing would have been a pointless barrier.

“That’s probably the single biggest benefit. Without it, we’d never have got them into a ticketing tool at all,” says Roman Petrucha, Global IT Manager at Tescan.

From tickets to a service for the whole business

The point wasn’t only to give IT a new tool. Tescan wanted to use ALVAO as an Enterprise Service Management (ESM) solution across the organization. IT set out to create one place where people find the service they need, without hunting for an email address or a particular colleague.

So ALVAO gradually spread beyond IT. Departments that needed to record requests, set up clear approvals and keep a reliable audit trail started adding their own services. Alongside IT, ALVAO now handles things like legal support requests, business travel and equipment purchases.

Hardware and requests in the same place

Before ALVAO, asset records lived partly in Excel. IT knew who had been given which device, but the records weren’t centralized. Today computers, phones, SIM cards, security tokens and other items are all in one place. Every asset has a traceable history that can be linked to a specific ticket.

ALVAO Asset Management helps outside IT too. Purchase price and acquisition date are stored with each device, so if someone buys their equipment at the end of its life, finance doesn’t have to dig through old invoices.

“When you need to link a ticket to an object, it’s fairly simple to open that object and look at its history.” Filip Baran, Tescan

Onboarding and offboarding without dozens of emails

One of the biggest uses of ALVAO at Tescan is employee onboarding and offboarding. A single departure can generate 20 to 25 separate requests, each one covering something different. Accounts, equipment, access rights, and various team responsibilities.

In ALVAO the whole process runs automatically. The individual steps are generated from the information the manager enters. Onboarding works the same way, including the choice of computer and accessories. Thanks to ALVAO Asset Management, IT can see at a glance what equipment each employee is using.

Flexible setup for a global operation

Working internationally brings a practical problem. Some products and configurations aren’t available everywhere in the same way. So Tescan built different versions of its forms by location. People in the Czech Republic see a different set of options than the rest of the world.

In the past, something like this would have meant several pages and catalogs. In ALVAO it’s a matter of editing the relevant part of the form.

The process no longer depends on who remembers what

Room access is a good example. A request can be routed to the person responsible for a particular zone or room. Depending on the type of space, the security team may also join the process to cover required training or other conditions.

Once each step is complete, the request reaches the person who can grant the access. The process itself hasn’t changed. It just no longer rests on emails, spreadsheets and manual handovers.

“The vast majority of these processes are covered by a policy. Requests go through a ticket and everything is linked together,” says Filip Baran, IT Applications Specialist at Tescan.

From pilot to rapid rollout

The rollout wasn’t only a technical exercise. Tescan first had to name its processes and decide which ones genuinely made sense to move into ALVAO. It was clear from the start that this wasn’t a small job. In most companies, several people work on ALVAO. At Tescan, Filip Baran handled most of the preparation and configuration almost single-handedly, supported by ALVAO consultant Jan Fiala.

“I remember two sentences from him. The first was that companies using ALVAO this way usually have whole teams on it. The second was that everything rests on processes, and without them you can’t build ALVAO. Those were two of the truest things I’ve ever heard,” says Filip Baran, IT Applications Specialist at Tescan.

Those consultations made a real difference. Filip Baran had someone to tell him what to configure right away, what to test in practice first, and what to avoid so the project wouldn’t stall.

Jan Fiala sees the collaboration the same way. “Working with the Tescan team was a pleasure. They had a clear idea of what they wanted, they were ready to work through their processes in detail, and they moved quickly. I wish more companies worked this way,” he says.

Nearly 10,000 tickets in six months

The numbers show how quickly ALVAO Service Desk spread through Tescan. From go-live around the middle of the year to the end of it, nearly 10,000 real tickets were handled. The team puts it at roughly 9,800 requests once test records are excluded. Most of the main departments now use ALVAO, and more processes are being added.

From tickets to one place for company services

Tescan started with basic ticketing. Today it runs ALVAO Service Desk and Asset Management, with automation behind a wide range of company processes.

IT no longer treats every request as a separate email. People find the service they need, and the request moves forward according to the process behind it. And when another department turns out to need the same process, Tescan can build it on the same foundation.

Interested in Tescan’s story? Start running your department more efficiently with ALVAO.

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