Challenge

OS ZZS SR coordinates emergency medical response across Slovakia. In an environment where every minute matters, any system outage can have serious consequences. However, the organization relied on fragmented communication and manual processes. Requests were handled through phone calls and emails, making collaboration difficult and creating challenges when team members were unavailable. As a result, response times suffered.

Incident resolution involving vendors of critical applications was not fully automated, and communication with external ambulance crews lacked a single point of contact. Managing more than 2,000 IT assets was equally challenging. Asset inventories were conducted manually on paper, while administration of the national registry of Automated External Defibrillators (AEDs) depended heavily on spreadsheets and manual data entry.

“In the past, many tasks were managed through Excel files and email, and each region handled issues independently. That created significant challenges when employees needed to step in for one another. Today, everything is handled centrally and smoothly within a single system.”
– Ivan Benedikovič, Head of IT Support, OS ZZS SR.

Solution

OS ZZS SR implemented ALVAO Service Desk and ALVAO Asset Management for internal staff, including emergency dispatch operators. Through integration with Microsoft Entra ID, secure access was also extended to external ambulance crews, allowing all stakeholders to work within a unified environment.

Key integrations and process improvements

  • Automated incident workflow with Zabbix and Jira: OS ZZS SR integrated ALVAO with Zabbix monitoring and Jira. When Zabbix detects an issue, it automatically creates a ticket in ALVAO. IT specialists investigate the incident and, if necessary, escalate it to the application vendor through Jira. Ticket statuses are synchronized automatically between systems. If the vendor requests additional information, SLA measurement is temporarily paused and then resumes once the required logs or diagnostics are provided.
  • Integration with Microsoft Intune: ALVAO is connected to Microsoft Intune, enabling automatic synchronization and inventory management of both internally managed Apple devices and externally managed tablets used by ambulance crews in the field.
  • QR Code-Based Asset Inventory: Using data exported from ALVAO, OS ZZS Slabeled more than 2,000 IT assets across its eight regional operations centers. Technicians now perform physical inventories through the ALVAO mobile app by simply scanning QR codes, without disrupting dispatch center operations.
  • Bringing Non-IT Departments into ALVAO: The organization also introduced ALVAO to its AED administration department. A dedicated service catalog was created to support management of Slovakia’s national AED registry. The system automatically processes registrations of newly installed devices, alerts registry coordinators when AEDs are used during emergency interventions, and monitors battery and electrode expiration dates.
Ivan Benedikovič, The Operations Center of the Emergency Medical Service of the Slovak Republic (OS ZZS SR)

“This integrated workflow helps us significantly reduce incident resolution times. It also provides a high level of transparency, particularly when it comes to tracking SLA performance.”

Ivan Benedikovič, Head of IT Support, OS ZZS SR

Results

  • 50% reduction in incident resolution time through process automation between Zabbix, ALVAO, and Jira.
  • Complete visibility into SLA performance across both internal teams and external suppliers.
  • Digital asset inventory management using QR codes and the ALVAO mobile app, without interrupting operations.
  • A single point of contact for requests across the entire organization.
  • Successful adoption outside IT, with the AED department becoming one of the most active users of the platform.

“The AED team has told us they can no longer imagine working without ALVAO. It proves that service management can bring value far beyond IT. In fact, the AED department now processes more requests than our IT team.” – Ivan Benedikovič, Head of IT Support, OS ZZS SR

Outcome

With ALVAO, OS ZZS SR established a stable, transparent, and scalable service management platform that supports mission-critical healthcare operations. By cutting incident resolution times in half, ensuring clear SLA compliance, and successfully digitizing processes outside the IT department, the organization has created a more proactive and efficient way of working.

“Thanks to the processes and integrations we have implemented, we have reduced incident resolution times by more than 50% and achieved a consistently downward trend. Most importantly, we have moved from a reactive approach to a proactive one.”
– Ivan Benedikovič, Head of IT Support, OS ZZS SR

Looking to bring the same level of visibility and efficiency to your organization? Discover how ALVAO can gain control of your assets, and automate critical workflows. Contact us to schedule a personalized demo.