The company

OVANET delivers telecommunications and IT services across the Moravian-Silesian Region of the Czech Republic. Based in Ostrava, the company employs approximately 60 service desk agents across two locations. Its core operations include outsourcing ICT services for the city of Ostrava, managing the metropolitan network, operating the municipal camera system, and providing public Wi-Fi zones.

The challenge

Even common requests such as password resets or incident reporting were unnecessarily difficult for end users, because the legacy service desk was unintuitive. As a result, users often reported issues through unofficial channels, such as phone calls, which led to inefficiencies in the technical support team's work. There was also no formal SLA framework, so service quality couldn’t be measured or improved over time. 

The limitations of the legacy ticketing system posed several critical challenges: 

  • High vendor lock-in: The IT team couldn't administer or modify the legacy tool on their own, leaving them entirely dependent on the software provider. 
  • No service catalog: Users had no structured way to submit requests, which led to incomplete information and constant back-and-forth. 
  • Risk of lost incidents: Without a structured service portal, requests often bypassed official channels, making it hard to track workloads or guarantee SLA resolution times. 
  • Disconnected asset data: Hardware and software licenses were managed separately from user requests, limiting visibility into asset history and related configuration data. 

"The previous system was no longer supported, nearly impossible to customize, and gave us no ability to manage it internally." — Marek Kaňák, Head of IT Support, OVANET

The solution 

When the support contract for the legacy system expired, OVANET faced a choice: pay for a costly upgrade or find something better. They knew what they needed, a flexible platform that would give them internal administrative control, automate routine tasks, and align with ITSM best practices. After evaluating several options against those criteria, they chose ALVAO.

The team divided the rollout into two logical phases to protect daily operations: 

  1. Service Desk: Implemented first to ensure uninterrupted support for end users during the transition. 
  2. Asset Management: Once the Service Desk was fully operational, OVANET deployed the CMDB to gain visibility into hardware, software, and their relationships.

To ensure accurate user data, OVANET integrated ALVAO with the city's Identity Management (IDM) system. They also designed a structured service catalog from scratch, tailoring it to their existing service definitions.

"We're continuously reducing the number of tools we use by consolidating more processes into ALVAO and expanding our integrations." — Marek Kaňák, Head of IT Support, OVANET

Key benefits 

  • Structured service catalog: Users now access more than 250 published services through a centralized self-service portal. Structured request forms ensure the right information is collected upfront, while SLA-backed workflows provide consistency, accountability, and measurable service quality. 
  • Automated asset handovers: When a technician installs a new device and closes a ticket, ALVAO automatically updates the asset record to the correct user, minimizing manual input and reducing errors. 
  • Tracked communications: All emails, notes, and updates are logged directly in the ticket, so nothing gets lost. 
  • Unified asset visibility: The CMDB provides a single source of truth for assets, software, licenses, and their relationships, giving technicians immediate access to configuration history directly from the ticket. 
  • Accurate billing data: Managers can now invoice clients based on actual time worked, with a verifiable record of each technician’s activity, providing maximum transparency for customers. 
  • AI for faster ticket resolution: ALVAO's AI Assistant works as a co-pilot for the support team. It flags similar tickets, surfaces relevant knowledge base articles, and summarizes long threads in a single click, so agents spend less time searching and more time resolving. 
  • Built-in ITSM alignment: The platform treats the "Service" as the primary entity, helping the team naturally follow industry best practices.

"With ALVAO, you can tell it was built around ITSM best practices, where the Service is the primary entity. I like that approach." — Marek Kaňák, Head of IT Support, OVANET 

Results 

  • 99% of all incidents and service requests are now submitted through the service portal. 
  • 90% reduction in time spent searching for asset and service information. 
  • 8+ hours saved weekly on average per agent team with an AI assistant 
  • 554,000+ total requests resolved in the platform since launch. 
  • 4,500 endpoints and 300 licensed software products tracked in one place. 
  • 650 total services mapped in the catalog, with 250 available directly to end users. 
  • 20 automated workflows configured to handle routine approvals and tasks.

"Today, nearly 99% of all requests come through ALVAO. It has become the way our users interact with IT." — Marek Kaňák, Head of IT Support, OVANET 

Looking ahead  

OVANET continues to expand its use of the platform. The team is currently implementing risk management features to comply with the NIS2 cybersecurity directive. They also plan to automate more of their CMDB data collection and expand their use of built-in AI tools to further improve customer communication. 

"We're now building our risk management on ALVAO toward full NIS2 compliance.” — Marek Kaňák, Head of IT Support, OVANET

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