During the deployment of ALVAO products a whole range of ITIL training courses and workshops was undertaken, attended by key IT department staff. Stemming from these meetings, process documentation was put together, reflecting the specific environment and needs of the customer. The agreed service catalogue, service levels and processes were subsequently put into practice using ALVAO. Tomáš Kříž, head of the IT Service Desk explains: “For me, the main benefit of deploying the system was how undemanding it was on our internal human resources. Our whole implementation was done by ALVAO consultants, who not only set up the system, but also gave us clear guidance on how to use it in the future. They helped us set up the individual services, SLA and other particulars, tailored to our operations. To round it off, they thoroughly trained not only our technicians, but the end users, too, which we consider the most important step in the whole implementation. These days, the consultants come by to see us for check-up workshops, and help us when deploying new features and expanding the system to other departments.”,