The Road and Motorway Directorate in numbers

  • 26,000+
    •  incidents handled in 18 months
  • 2,400
    •  internal users
  • 7,500
    •  incidents related to internal IT
  • 25–30
    •  IT staff involved in incident resolution
  • December 5, 2025
    •  ALVAO Service Desk launched

From vendor dependency to in-house management

Before ALVAO, the Road and Motorway Directorate relied on a help desk provided and managed by an external vendor as part of another solution. Every change meant submitting a new request, explaining what was needed, coordinating with the vendor, and waiting.

“The main goal was to be able to manage it ourselves,” says Roman Látal, Head of ServiceDesk/HelpDesk at The Road and Motorway Directorate of the Czech Republic.

Managing the Service Desk in-house brought more work for the IT team. But it also gave them something it had been missing: the ability to respond immediately. “We can make changes in real time. We no longer have to write lengthy requests and explain exactly what we need,” adds Roman Látal. That ability to respond and make changes when needed has become one of the main benefits of the solution.

It started with IT. Today, the entire organization uses ALVAO

The Road and Motorway Directorate also focused on preparing its users for the change. Before the launch, the organization ran several rounds of internal communication and created instructional videos so employees knew what to expect.

According to the Head of ServiceDesk/HelpDesk, users responded well to the transition. The simplicity of the solution helped make the change easier.

Today, ALVAO is used across the entire organization. IT is no longer the only department handling requests through ALVAO. The Service Desk has expanded to Facility Management, where employees use it, for example, to report issues with buildings. The cybersecurity team also uses the Service Desk. It handles requests such as firewall configuration changes through ALVAO and uses it to communicate with external vendors.

“I find ALVAO intuitive and easy to work with,” says Roman Látal,” says Roman Látal.

A reliable Service Desk for the entire organization

With ALVAO, the Road and Motorway Directorate has a clear overview of what is happening across IT. Service Desk data feeds into Power BI reports, where incidents can be quickly reviewed by resolver, service, or vendor. The same data also helps when they needs to discuss service delivery with its suppliers based on concrete facts.

Roman Latal, RSD

“The data allows us to verify whether a supplier is meeting its contractual commitments. We don’t have to rely on assumptions. We have the facts in front of us,” says Roman Látal, Head of ServiceDesk/HelpDesk at The Road and Motorway Directorate of the Czech Republic.

Important information does not remain confined to reports. ALVAO also helps the Road and Motorway Directorate keep its documentation in one place, so the IT team can follow up on previous changes without having to search for missing context.

“Documentation is important to us because knowledge doesn’t stay in one person’s head. When someone changes a configuration, another colleague can see what changed, why it changed, and continue from there,” explains Roman Látal.

In less than a year, they handled more than 26,000 incidents through ALVAO, not only in IT, but across the entire organization.

Looking for the Same Level of Control?

Would you like to gain the same visibility as the Road and Motorway Directorate of the Czech Republic? Contact us to find out how ALVAO can help simplify operations for your IT team.

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