Prague City Tourism manages Prague’s iconic towers, six visitor information centers, and a wide range of services for visitors to the Czech capital. Its operations run 365 days a year, supported by approximately 400 seasonal workers and around 250 managed devices. Most locations remain open year-round, including weekends and public holidays.

To keep everything running smoothly, Prague City Tourism centralized communication and service management in ALVAO Service Desk and ALVAO Asset Management. The solution has given not only the IT team but also managers across the organization access to the information they need. Later, the Facilities Management department adopted the same system as well.

“I like to say that ALVAO helped us open up IT. Once a task is visible, no one can hide it.”

—  Petr Soukup, Head of IT, Prague City Tourism

Challenge: Email Chaos and Anonymous Requests

Before implementing ALVAO, service requests arrived through email, phone calls, or informal conversations in the hallway. Frequent staff rotation at visitor sites created additional complexity. As Prague City Tourism grew, several challenges became increasingly apparent:

  • Lack of visibility: Managers had little insight into their teams' open requests. As a result, the same issue was often reported multiple times by different people.
  • Shared accounts at locations: requests frequently came from generic accounts such as “Petřín Lookout Tower.” The IT team then had to determine who was actually on duty when the request was submitted.
  • The existing free tool could no longer keep up: The previous system lacked the ability to provide separate views for individual locations and did not offer the access control capabilities the organization needed.

“People used to report the same issue five or six times. That simply doesn’t happen anymore with ALVAO.”
— Petr Soukup, Head of IT, Prague City Tourism

Solution and Results: Bringing Order to Requests and Assets

One of Prague City Tourism’s key requirements was seamless integration with the Microsoft 365 environment employees use every day. ALVAO met that requirement.

At the same time, the organization adjusted its management structure. Each location now has a clearly assigned manager, even though employees and seasonal workers rotate shifts regularly.

Since adopting ALVAO, the IT department has processed nearly 3,000 service requests. More than 59% were resolved within 24 hours, with a median resolution time of 14 hours.

“Treat your users as customers. They are the ones running the business, and IT is there to help them succeed.” —  Petr Soukup, Head of IT, Prague City Tourism

  • A single portal for every location: Emails, phone calls, and informal arrangements have been replaced by one centralized portal where all requests are tracked and managed.
  • Better visibility for managers: Managers can instantly see the current status of requests related to their teams and locations.
  • Faster incident resolution: The constant stream of phone calls has been replaced by concise, well-structured requests submitted through ALVAO.
  • Expanding beyond IT: The Facilities Management department now uses ALVAO as well, handling requests related to windows, doors, locks, and other operational maintenance tasks.
  • Complete asset visibility: Every device can be easily found and tracked through a centralized inventory using its serial number.

“One of ALVAO’s greatest strengths is how easy it makes finding information. Everything is properly documented, so you can quickly find exactly what you need.”

—  Petr Soukup, Head of IT, Prague City Tourism

Looking for the Same Level of Control?

Would you like to gain the same visibility into service requests and asset management as Prague City Tourism? Contact us to find out how ALVAO can help simplify operations for your IT team and the wider organization.

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