--- title: ALVAO Service Desk Reviews meta_title: 'ALVAO Service Desk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 52 reviews by the users' company size, role or industry to find out how ALVAO Service Desk works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 52 scale: '5' date_modified: '2026-07-17' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # ALVAO Service Desk Reviews **Vendor:** ALVAO **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.6/5.0 **Total Reviews:** 52 ## About ALVAO Service Desk ALVAO Service Desk is a Microsoft-native ITSM platform that centralizes requests across IT, HR, and Facilities. Integrated with Outlook and Teams, it allows employees to create, track, and resolve tickets directly in familiar tools. AI and Copilot features automate repetitive tasks, provide smart suggestions, and power a Teams-based virtual agent for 24/7 self-service. With transparent dashboards, SLA-driven prioritization, Power platform integration, no-code automatization and Power BI reporting, ALVAO delivers clarity and measurable results. Deployable in Azure or on-premises, and aligned with ISO 27001 and SOC 2, it combines security, flexibility, and scalability to streamline service delivery and drive organizational efficiency while ensuring compliance with standards such as Cyber Essentials and DORA. For more information visit www.alvao.com ## ALVAO Service Desk Pros & Cons **What users like:** - Users appreciate the **ease of automation** with ALVAO Service Desk, significantly streamlining processes and improving efficiency. (4 reviews) - Users appreciate the **time-saving automation** capabilities of ALVAO Service Desk, enhancing efficiency in work processes. (4 reviews) - Users love the **intuitive and user-friendly interface** of ALVAO Service Desk, making navigation and administration effortless. (4 reviews) - Users value the **ease of collaboration** in ALVAO Service Desk, enhancing communication across various departments effectively. (3 reviews) - Users find ALVAO Service Desk's **deployment ease** remarkable, facilitating quick implementation and smooth integration. (3 reviews) - Users appreciate the **user-friendly interface** of ALVAO Service Desk, making navigation and support seamless and efficient. (3 reviews) - Users value the **customizability** of ALVAO Service Desk, enabling tailored solutions to meet specific business needs. (2 reviews) - Users value the **flexibility and customization options** in ALVAO Service Desk, tailoring it to their specific needs. (2 reviews) - Easy Implementation (2 reviews) - Easy Integrations (2 reviews) **What users dislike:** - Users find the **insufficient information** on custom forms complicated, requiring better documentation for improved experience. (2 reviews) - Users find **limited customization** of forms somewhat complex, requiring better documentation and easier reporting adjustments. (2 reviews) - Users experience occasional **minor bugs** in ALVAO Service Desk, but they are usually resolved quickly through updates or support. (1 reviews) - Users find the **creation of custom forms overly complicated** , often requiring additional documentation for clarity. (1 reviews) - Users find the **complex reporting** capabilities of ALVAO Service Desk difficult to customize, impacting their overall experience. (1 reviews) - Users find the **complex setup** of custom forms challenging, often requiring extensive documentation for guidance. (1 reviews) - Configuration Difficulty (1 reviews) - Filtering Issues (1 reviews) - Filtering Problems (1 reviews) - Users find the **inadequate reporting** options frustrating, seeking better customization and functionality for their needs. (1 reviews) ## ALVAO Service Desk Reviews ### 1. User review after 3 years of use **Rating:** 4.0/5.0 stars **Reviewed by:** Tomáš V. | IT manažer, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** Simplicity, clarity, where the user interface in UX is quite similar to the Microsoft interface and users do not have to learn new things and habits. They can easily navigate the given environment. In the administrative environment, it offers clear categories and elements, everything is intuitive. It also offers simple creation of WorkFlow. **What do you dislike about ALVAO Service Desk?** Even after years, the drop-in/drop-out system is not resolved, requiring unnecessary manual clicking of the forms. Advanced features in the creation of workflows and forms are also missing. Advanced functionalities need to be programmed, which is an additional burden on the IT department/capacities and resources. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Detailed reports for company management, after which we are able to evaluate the given processes and subsequently improve them. ### 2. Great product and the support team **Rating:** 4.5/5.0 stars **Reviewed by:** Lukáš S. | Vedoucí oddělení, Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2025 **What do you like best about ALVAO Service Desk?** Many of our processes were too manual and relied on paper and emails. ALVAO helped us automate most of these processes, saving us a lot of time and work. What I really like is the ease of customizing forms and workflows so we can figure out any scenario and capture the information we need to resolve tickets. **What do you dislike about ALVAO Service Desk?** We are in a highly regulated industry, so we can't use the system to its full extent. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Reduce manual processes and tasks and automate key processes that take too much of my team's time. ### 3. Great ITSM Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Lukáš B. | Support services manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 10, 2025 **What do you like best about ALVAO Service Desk?** It is very easy to administrate. Feedback from users is positive. We are adding more departments, because it makes digitalization of procesess very easy and fast. **What do you dislike about ALVAO Service Desk?** In some parts there are fewer options than I would expect, but it doesnt influence overall expirience. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Digitalization of processes ### 4. I am very happy with Alvao service desk - it makes our lives at work much easier **Rating:** 5.0/5.0 stars **Reviewed by:** Sebastian P. | Founder, Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2024 **What do you like best about ALVAO Service Desk?** - easy processes and automated workflows - custom forms and fields that we can set up according to our needs specified for marine industry - great self-service portal for all people to have an overview what is going on from skippers, technicians to IT support or customer service team - great ticket routing - we can set up to which person which type of tickets or incident should go to - our IT has an overview of what needs to be fixed - we appreciate that we can use service desk across our comapny like in our customer support teams for handling customer requests, skippers for arranging charters, etc. - great incident and problem management - easy to solve any issue such as faulty devices on the boat or customer complaints or requests - good licensing model. all employees can be an agent and user at the same time, so it means we can apply it for the entire team that’s out in the field or in the office - an easy access via iPad or mobile phone which is crucial in boating when skippers are out on at the sea - a great focus on Microsoft environment and Alvao's integrations - that is a huge plus for us and it runs on Azure - the implementation was quick and we could use the service desk right away, the whole support team from Alvao was helpful at every stage of the deployment - we use service desk every day for our daily operations and we have a clear overview what is going on without chaos - we like how alvao service desk and asset management work together. **What do you dislike about ALVAO Service Desk?** knowledge base could be improved more advanced search field nothing more to complain about - when I have an issue Alvao' IT support resolves it promptly. **What problems is ALVAO Service Desk solving and how is that benefiting you?** It helps us to go from absolute chaos to organized company processes. We now see how many tickets we have and who needs to solve it. It helps us to prioritize what is important, what we need to solve urgently and what can wait. It helps us to improve customer service as well. We used a shared mailbox before and some customer requests got lost among emails which caused us problems and complaints. Plus our technicians are happy their faulty spar parts are fixed quicker thanks to automated workflows. ### 5. Searching for and finding a modern Service Desk solution. **Rating:** 4.0/5.0 stars **Reviewed by:** Simona H. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2025 **What do you like best about ALVAO Service Desk?** - Wide range of applications within the company for both IT and non-IT processes - Agile communication between ticket resolver and ticket requester - We appreciate the ability to involve other departments, such as fleet management and HR processes. **What do you dislike about ALVAO Service Desk?** - Currently, we can't think of any shortcomings. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - Efficient management of user requests. - Effective communication with requesters – they receive feedback that their request is being worked on. ### 6. Alvao is my very first choice **Rating:** 5.0/5.0 stars **Reviewed by:** Ondřej H. | Application Software Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2025 **What do you like best about ALVAO Service Desk?** The best part about the servise desk is the customization possibilitie. We customize the system.to our specific needs from worflow, forms to UI parts. This makes it easy to adopt the system beyond IT to HR facilities and management. **What do you dislike about ALVAO Service Desk?** Nothing so far. Maybe some reporting capabilities could be more easily to customize. **What problems is ALVAO Service Desk solving and how is that benefiting you?** The system solved the issues with transparenty and helped us to automate wide range of manual procesech. ### 7. ALVAO SD @ international school **Rating:** 4.5/5.0 stars **Reviewed by:** Michal K. | Head of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2025 **What do you like best about ALVAO Service Desk?** Easy of use and integration with MS Entra ID - fast provisioning. Fast implementation for new service catalogues. **What do you dislike about ALVAO Service Desk?** Creation of custom forms sometimes little bit complicated, docummentation necessary. **What problems is ALVAO Service Desk solving and how is that benefiting you?** It helps to have data about amount and type of requests. In combination with AM it helps to identify correlations with users and devices and to better understand most common issues. ### 8. Decent ticketing system **Rating:** 4.5/5.0 stars **Reviewed by:** Lubomír N. | Head of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2025 **What do you like best about ALVAO Service Desk?** Alvao helped us to set up the key procesess for IT, HR, management and facility. Also the full transparency is helping us to make better decisions and report measurable ouputs. **What do you dislike about ALVAO Service Desk?** Exporting tickets to pdf could by better. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Creating central point of contact for whole organizations and automating procesess. ### 9. ALVAO helped us to collaborate better among teams and streamline our processes **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Industrial Automation | Small-Business (50 or fewer emp.) **Reviewed Date:** September 04, 2024 **What do you like best about ALVAO Service Desk?** Easy to use tool for me (user) to submit any ticket or any problem I have. The IT support got better at resolving our problems much faster and I know the status of the ticket or if anyone is working on it. We can also access articles that help us to solve many issues on our own thanks to extensive internal workshops that our IT organized when we started with Alvao. Intuitive for submitting a ticket either from a self-service portal, phone or a service catalogue. I don't need to think of whom to contact - I can simply submit a ticket through selected services and it goes automatically to a given department/person. We use ALVAO across company every day for onboarding and offboarding employees and other HR process, marketing department, fleet and facilities management. **What do you dislike about ALVAO Service Desk?** I honestly have nothing to dislike about the tool. I like the simplicity and not overcomplex functionalities that we would not use and that is the magic of the solution. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Faster and better collaboration among teams. Faster resolution of user's problems. Flexibility in use -> Our IT got a better reputation and once we found that Alvao helped them we wanted to use it in our department too. I don't need to think whom to contact when I need help. Ability to find self-help without a need to contact IT. ### 10. ALVAO Service Desk was the perfect tool to help achieve ISO27001 certification **Rating:** 5.0/5.0 stars **Reviewed by:** Nigel S. | ICT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2024 **What do you like best about ALVAO Service Desk?** Ease of Implementation & use Integration to Alvao Asset Management Total flexibility to suit our business needs Fits our day to day requirements Excellent support from Alvao and allowing users make feature suggestions and vote on these ideas. Price Point - Fitted our business requirements without compromising on features. **What do you dislike about ALVAO Service Desk?** Early Stages, but don't have any dislikes yet. **What problems is ALVAO Service Desk solving and how is that benefiting you?** We were using a CRM package as our service desk, it is a great sales tool but it's not designed as an ITSM service desk. It lacked the integration to assets, and it was always hard to find tickets. Alvao overcame these issues and allowed us to introduce a robust change management plan that our business was missing. ### 11. Description of own experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 10, 2025 **What do you like best about ALVAO Service Desk?** I really like the interface, which resembles Outlook. The controls are intuitive. As a helpdesk worker, I find this environment user-friendly and easy to navigate, allowing me to guide applicants who struggle with new technologies. **What do you dislike about ALVAO Service Desk?** I have encountered errors sporadically, but they were always minor and were resolved either with a subsequent update or after consulting with a consultant. **What problems is ALVAO Service Desk solving and how is that benefiting you?** digitization of the process ### 12. ITSM by Alvao **Rating:** 5.0/5.0 stars **Reviewed by:** Jiří H. | Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2024 **What do you like best about ALVAO Service Desk?** Alvao helps us manage our IT services delivered to customers. We also use Alvao for IT maintenance planning. By connecting with Alvao Asset Management, we increase IT security. The customer has a complete overview of managed IT and the progress of IT services. Use and configuration Alvao is very variable and at the same time easy to configure. Alvao is an excellent tool for communicating with customers with a simple connection to Outlook and Teams. **What do you dislike about ALVAO Service Desk?** What Alvao is designed for, it fulfills 100%, that is IT and service management. We would need a better planning tool to manage IT technicians. A planning calendar and looking over the reported times on the calendar would help. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Alvao helps us manage our IT services delivered to customers. We also use Alvao for IT maintenance planning. By connecting with Alvao Asset Management, we increase IT security. The customer has a complete overview of managed IT and the progress of IT services. ### 13. ALVAO Service Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Jan . | IT employee, Government Administration, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2024 **What do you like best about ALVAO Service Desk?** - fast and clear web interface - easy and user friendly operation **What do you dislike about ALVAO Service Desk?** - unintuitive working with filters - system messages cannot be sufficiently configured **What problems is ALVAO Service Desk solving and how is that benefiting you?** We use Alvao to address different types of requirements and requests for approval by managers. ### 14. IT Specialist **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Relations | Small-Business (50 or fewer emp.) **Reviewed Date:** April 10, 2025 **What do you like best about ALVAO Service Desk?** Clear, fast, workflow all in one place **What do you dislike about ALVAO Service Desk?** I cannot assess, lacking personal experience. **What problems is ALVAO Service Desk solving and how is that benefiting you?** First support for user process automation ### 15. Daily work in a magical application **Rating:** 4.5/5.0 stars **Reviewed by:** Miroslav K. | Information Technology Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 25, 2024 **What do you like best about ALVAO Service Desk?** An easy to use environment with features. Great support from Alvao. Web interface. **What do you dislike about ALVAO Service Desk?** Based on my current experience with Alvao, I can't pinpoint anything I dislike about it. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Fast daily work with internal and external employees. ### 16. Streamlining work within corporate processes **Rating:** 4.0/5.0 stars **Reviewed by:** Lucie K. | Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** Alvao is a highly intuitive solution - even without prior experience or knowledge of the product, I am able to work with it smoothly and develop it. I particularly like the integration options within the M365 ecosystem. Another great feature is the ability to work with and customize workflows that reflect our needs. **What do you dislike about ALVAO Service Desk?** Based on my current experience with Alvao, I can't pinpoint anything I dislike about the product. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Alvao has assisted us in digitalizing all processes and reducing administrative burdens. One great aspect is having all information in one place - every request has an audit trail. In general, the centralization of all information has been a key point of implementation for us. ### 17. Implementing new fresh solution **Rating:** 4.5/5.0 stars **Reviewed by:** Marek Z. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** We appreciate Alvao for its versatility and usability across various departments within the company. We like the ability to involve the legal department, H&R, and others. An added bonus is the capability to manage processes for other departments within a single solution. **What do you dislike about ALVAO Service Desk?** There is room for improvement in the product documentation - if we want to make any modifications ourselves, the documentation could be more intuitive. **What problems is ALVAO Service Desk solving and how is that benefiting you?** In our company, we had an old solution that wasn't clear. Users didn't want to use the service desk - Alvao brought simplicity. People are not afraid to enter data and don't bypass established processes. Everything is properly tracked. We have current and comprehensive data. ### 18. Strong managing of processes and assets **Rating:** 4.5/5.0 stars **Reviewed by:** Martin V. | Administrátor aplikací, Mid-Market (51-1000 emp.) **Reviewed Date:** June 20, 2024 **What do you like best about ALVAO Service Desk?** An easy-to-use environment with powerful features. Suitable for IT professionals and regular users also. There are nice customization options. Alvao Company is customer friendly and listens to customer needs. **What do you dislike about ALVAO Service Desk?** More complex customization requires a programmer and deeper knowledge of the database. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - Problem ticketing system. - Repetitive tasks processing. - Custom processes managing and workflows. - Connecting user tickets with company assets. - Approval workflows. ### 19. Clear definition of work and responsibilities **Rating:** 4.5/5.0 stars **Reviewed by:** Viktoria M. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** Alvao provides us with a unified platform for communicating with the IT department. Alvao is also utilized by the finance department, H&R, and others. We appreciate the filtering and reporting capabilities within assigned tickets. Alvao greatly assists us in managing licenses within the organization during the joiners, movers, and leavers process. **What do you dislike about ALVAO Service Desk?** From our perspective, reporting through Power BI would require more attention to achieve perfection. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Alvao has helped us in the digitalization of processes - providing the ability to address issues remotely without the need for physical presence. Alvao assists us in identifying the impacts of individual incidents and being more proactive in identifying the root cause of problems. ### 20. ALVAO service desk is our key tool **Rating:** 4.5/5.0 stars **Reviewed by:** Jiri B. | Information Technology Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** Helps to bring visibility of IT department to high management, helps IT department to manage day to day support in an organized way according to ITIL, the SD is easy to implement, intiitive for internal users (customers) **What do you dislike about ALVAO Service Desk?** I would like to have a better way to administer, configure service catalogues - less clicks, better options for group administration, etc... **What problems is ALVAO Service Desk solving and how is that benefiting you?** Keeps track of all tickets regarding requests and incidents selected from service catalogs - IT, HR, Maintennance, FS&RE, ...Benefit for us is to register all tickets, have a visibility, be able to prioritize tickets, manage and load balance support resources, benefit from information about resolved tickets, use knowledge base. ### 21. Great ticket management software **Rating:** 5.0/5.0 stars **Reviewed by:** Jan C. | programmer, financial controller, economy, Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2023 **What do you like best about ALVAO Service Desk?** ALVAO is very easy to use service desk that has all the features we need for incident, problem and service management. Creating customer workflows and forms is very straightforward compare to our previous solution. Also the integration to Teams, Zabbix and Azure DevOps is something what we use daily and save us tone of time. The support team is one the best what I can meet so far. Keep it up! **What do you dislike about ALVAO Service Desk?** I think that the knowledge base has room for improvement, and integration with TeamViewer would be useful as well. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Our previous ticketing software was clunky, with a very poor user interface and technical limitations, we were losing track of our work and the lack of integrations made it difficult to improve anything. ALVAO helped us to better organize our work and integrate all other systems into one, now we have all the data we need in one place, making it easier to meet the SLAs we set. ### 22. ALVAO Service Desk helps with business processes **Rating:** 4.0/5.0 stars **Reviewed by:** Kateřina D. | Manažer IT projektů, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** ALVAO Service Desk is easy to use, intuitive and help with optimalization of processes. It helps with maintaining of every single request. Also, I like that users see the progress of solving of their tickets. **What do you dislike about ALVAO Service Desk?** What I would recommend is that ALVAO Service Desk should focus on improving UI (tiles). **What problems is ALVAO Service Desk solving and how is that benefiting you?** Solves problems: -incoming requests -single place for all requests -digitization -optimization ### 23. I am very glad to use ALVAO **Rating:** 5.0/5.0 stars **Reviewed by:** Marko J. | Junior System Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** I really like connections between Azure and ALVAO **What do you dislike about ALVAO Service Desk?** There is nothing yet that i would dislike on ALVAO Service Desk **What problems is ALVAO Service Desk solving and how is that benefiting you?** It is solving our ticket system and it is benefiting in a way that we dont have to spend time to go through emails but just open Service Desk and see all tickets there on one place ### 24. Alvao review **Rating:** 4.0/5.0 stars **Reviewed by:** Libor S. | Information Technology Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** Ability to cusomize alot of thing to company specific needs. In our case, Alvao usability surpased our original needs. Alvaou support is also really nice, they always provide fast and helpful respons **What do you dislike about ALVAO Service Desk?** I have been using Alvao for 4 yeard and I have not found anything so far. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Alvao saves alot of our time, not only for IT department but for whole user base too. Alvou helped to digitize our internal procesess and the current effectivnes is dramatic, compared to our old paper request system. ### 25. Administrators follow defined process and workflows. **Rating:** 5.0/5.0 stars **Reviewed by:** Pavel J. | ERP administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** We like the user interface - simplicity. We make full use of what we already pay for as an outlook addin. Alvao integrates very easily with other solutions such as Zabbix. **What do you dislike about ALVAO Service Desk?** We currently do not see any weaknesses in the solution. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Ensuring greater clarity of what the IT department is working on, their workload. The solution of Alvao service desks to other departments of the company - the possibility to easily manage the processes delivered to the company through one tool. ### 26. My review of Alvao Service desk **Rating:** 4.5/5.0 stars **Reviewed by:** Tomáš P. | IT specialista, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** Number of Features, Ease of Integration, Ease of Use **What do you dislike about ALVAO Service Desk?** I would like to Alvao be faster in implementing required fuctionality **What problems is ALVAO Service Desk solving and how is that benefiting you?** Alvao Is solving all my ITproblems and in other departments like facility or HR ### 27. Everyday usage, no complains **Rating:** 5.0/5.0 stars **Reviewed by:** Jan P. | Správce sítě, Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ALVAO Service Desk?** - automatic organization of our work - priorities for our tasks are easy to handle - user-friendly interface - easy to manage work of IT department as a whole **What do you dislike about ALVAO Service Desk?** - red triangles on a request :) - not user-frinedly interface of administration **What problems is ALVAO Service Desk solving and how is that benefiting you?** - it enables us to better manage the workload of IT department - we can prove our worth to top management easily ### 28. A great help for organizing my tasks **Rating:** 4.5/5.0 stars **Reviewed by:** Zdeněk S. | Správce IT a informačních technologií - vedoucí, Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** - appreciate that service desk is one place for all my tasks and tickets - have a great overview of my tasks and their fulfillment - it saves a lot of my time - users provide a specific explanation of their problems and issues so I can easily understand their problem and resolve it faster **What do you dislike about ALVAO Service Desk?** - there is a place for improvement in terms of working in groups/teams within one ticket - assigning tasks/tickets is a bit tricky and difficult - more advanced notification systems - if someone writes an email to the ticket, it would be nice if all three agents are notified, not only one **What problems is ALVAO Service Desk solving and how is that benefiting you?** - we have a better prioritization of our tasks - we know what matters the most and what focus we should go - service desk gives a better workflow, especially in HR for onboarding and offboarding employees - our HR is up-to-date. They only need to create one ticket and thanks to the automated workflow a sequence of tickets is automatically created - getting the equipment to the new employee, giving them access to the building, sign up all contracts, creating an AAD account ### 29. Single point of contact and effective process management **Rating:** 4.0/5.0 stars **Reviewed by:** Kateřina D. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** - The process workflows available out of the box are good but even better is the option to simply edit them. This helps with scaling as well. - Having shared process ensures everyone follows the standard path without deviation. - Both the user and the agent can check the status of the ticket and stay up to date with latest events. **What do you dislike about ALVAO Service Desk?** There are certain predefined things that we need to accept. This limits our configuration capabilities to a degree. **What problems is ALVAO Service Desk solving and how is that benefiting you?** We don't forget anything. Everything is in one place. We have overview of our workload. We are able to report to the management and our discussions are backed with data. ### 30. Alvao service desk is huge time saver for every department **Rating:** 5.0/5.0 stars **Reviewed by:** David V. | IT specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2022 **What do you like best about ALVAO Service Desk?** Back in days, our IT department was using a simple email client as a ticketing system, moving to Alvao services desk was one of the biggest improvement for simplifying our work. Our employees liked that so much that after a few years is Alvao service desk implemented in many departments, from the accounting department, marketing and sales department to the legal department - 1200 daily users. - intuitive user interface - Custom forms - Awesome support from Alvao side - Multi-factor authentication via Azure AD **What do you dislike about ALVAO Service Desk?** - I would like to use Alvao also on my mobile phone, but actually there isn't any official application. - Custom forms usually don't work after updating to the newer version of the application. **What problems is ALVAO Service Desk solving and how is that benefiting you?** It helps us with company communication between departments. IT requests, HR request forms for new employees, many custom forms for daily work such as business trips using company car or purchase orders forms for new IT assets, cars, office supplies etc.. ### 31. Alvao helps with office digitization **Rating:** 3.5/5.0 stars **Reviewed by:** Hana S. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** The licensing model per user is very cost effective when the solution is used broadly. It scales much better and gives us a freedom to add new workflows. The interface is very intuitive for non-IT agents. The configuration is easy to understand and doesn't speak with too specialized language. **What do you dislike about ALVAO Service Desk?** Limited options to customize the graphic interface. The logic of movement through the application is a bit confusing. **What problems is ALVAO Service Desk solving and how is that benefiting you?** IT incident/requests/etc General IT support We have added other departments over the time. The incentive came from them when they saw successful implementation in IT. ### 32. Alvao improves our communication with users **Rating:** 5.0/5.0 stars **Reviewed by:** Vladimira C. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** - Simple and easy to use. Nice overview of workload and full audit trail. - We can solve multiple agendas in one digitalized process. - Direct communication with users. **What do you dislike about ALVAO Service Desk?** I am mostly satisfied. We are not yet fully using the solution to its full potential. There's more features than we are able to utilize now. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - I have an overview of tickets related to the services I am responsible for. - Easy filtering of relevant tickets. - Easy to find relevant information. ### 33. Effective single point of contact for ICT customers in MSP **Rating:** 5.0/5.0 stars **Reviewed by:** Vítek D. | system administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** User friendly graphic interface and UX Working with tickets Flexibility and configuration options **What do you dislike about ALVAO Service Desk?** We use Alvao service desk for external customers as an MSP. We'd appreciate better options for invoicing, time claiming. We weren't happy with the reporting out of the box. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - Platform to support our customers. - We track all the services we provide to our customers. - It helps us organize our time and invoicing to the customers. ### 34. Single point of contact for requests **Rating:** 4.5/5.0 stars **Reviewed by:** Pavla K. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** - clear single point of contact for users - they do not need to remember who to contact. **What do you dislike about ALVAO Service Desk?** - for advance adjustments of forms need to know programming. Help from experienced colleagues is needed. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Replacement of outdated solution by ALVAO - more complex processes (reporting, change of service, audit trail) Full audit trail of all information mentioned in ALVAO ### 35. Get a better overview to my and team workload **Rating:** 4.0/5.0 stars **Reviewed by:** Jakub V. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** - clear overview to working capacity over my team - great options for reporting - clear report through power BI - tracking of SLA for raised requests **What do you dislike about ALVAO Service Desk?** solution is great, no idea where to improve. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - clear overview of open tickets - the possibility of using previous tickets - use same way of solution ### 36. Replacement of outdated solution **Rating:** 5.0/5.0 stars **Reviewed by:** Tomáš . | Vedúci referátu prevádzky IKT - Centrum informačných technológií UK, Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** I like the flexibility of the solution. ALVAO is used as an incident/problem-solving solution. **What do you dislike about ALVAO Service Desk?** Everything is OK. Nothing to mention as dislike. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Old system has no change to adjust, ALVAO brings possibility to adjust process flows and formulas based on our needs. Huge benefit is synergy of Asset Management and Service Desk. ### 37. Get a great overview of my tickets (incidents and requests) **Rating:** 3.5/5.0 stars **Reviewed by:** Petr H. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** - system is easy to use for end users and also for administrator - great connection with Microsoft technology **What do you dislike about ALVAO Service Desk?** - Performance of ALVAO could be better, we have on premise solution. - missing knowledge articles for programing advance forms **What problems is ALVAO Service Desk solving and how is that benefiting you?** - clear overview of my tickets - full audit trail ### 38. Optimalization of problem solving process **Rating:** 4.0/5.0 stars **Reviewed by:** Jan J. | IT specialista, Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about ALVAO Service Desk?** Microsoft look and feel. The solution is very easy to use. Wide option of a catalogue of services **What do you dislike about ALVAO Service Desk?** We are fresh users, we don't see anything to improve. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - IT services for end users - Support for students - Purchase department - Idea to use in HR process ### 39. The Service Desk has improved the quality of our services **Rating:** 5.0/5.0 stars **Reviewed by:** Michal T. | IT End User Services Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about ALVAO Service Desk?** We had the Taskpool system for managing user requests. It was suitable for up to 12 employees in IT and 200 requests per month. However, we have grown and our system fell behind our requirements. We chose Alvao Service Desk. I like the configurability of the solution that suits all processes in the company. It is great this ITSM solution is also aligned with ITIL. It is great that we now have accurate and available data to effectively manage our processes. **What do you dislike about ALVAO Service Desk?** As of now, I have no complaints about this product. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - We have a nice service catalogue of IT services - an essential tool for IT and customers to communicate. - We eliminated paper requests and reduced the administrative burden for our users. - In addition, there is increased support not only for IT processes but for all service activities as well. - We increased the efficiency of IT processes. - Our IT department is now a global IT service provider. ### 40. We were looking for a tool that is compatible with ITIL framework **Rating:** 4.5/5.0 stars **Reviewed by:** David Z. | Náměstek pro informatiku a kybernetickou bezpečnost, Enterprise (> 1000 emp.) **Reviewed Date:** May 30, 2022 **What do you like best about ALVAO Service Desk?** We were looking for a tool that is compatible with ITIL framework: - Easy-to-use and intuitive tool for users - Single point of contact for all employees - Variability in routing ticketing to different solvers **What do you dislike about ALVAO Service Desk?** I absolutely miss the native mobile application, which took advantage of today's capabilities of the phone's operating system, such as camera usage, notifications, etc. The web solution is nice, but insufficient. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - there are clear definitions of the services IT provides - the cost of IT services has been reduced - we have excellent data for Power BI, where we can evaluate the workload of the ICT department and individual employees. - we like a nice synergy between Alvao Asset Management and Service Desk in one console – we have all assets and requests as a single point of contact ### 41. Alvao Service Desk is a true single point of contact for our services. **Rating:** 5.0/5.0 stars **Reviewed by:** Ondřej V. | Vedoucí IT oddělení (CIO), Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about ALVAO Service Desk?** Alvao Service Desk puts our internal services in order. We have now an organized system in which we can clearly see services and tickets belong to them. - Intuitive, out-of-box, and easy-to-use solution - Nice and modern UI design - Easy administration and simple service management - It is nice that Alvao takes a generally thoughtful approach to its product development, as they are constantly improving - There is an opportunity to contribute to their development by suggesting ways to improve the product, they listen to their customers - A nice synergy between Alvao Service Desk and Asset Management **What do you dislike about ALVAO Service Desk?** Up to now, I have had no major issues with the product. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - Our employees didn’t need any training to start using the tool - It saves our time and helps to work more efficiently ### 42. We save a lot of time using Alvao Service Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2022 **What do you like best about ALVAO Service Desk?** We were looking for ITSM tool that had good reviews and are present with complete internet website. ITIL certification by Pink Elephant was also a deciding factor – we chose Alvao Service Desk. • We like the simplicity of the product and how it is used in our operations • It is helping us regain control of our support processes • Flexibility of the tool – the field team can reassign the cases. The engineer can be anywhere and can get the ticket. • The ability to discern between changes and incidents **What do you dislike about ALVAO Service Desk?** So far we are really happy with the product, some better reporting skills from the Web App would be a great plus. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Sometimes it took half an hour to browse internal databases of items. That was really disturbing and lot of effort. Now with Alvao Service Desk, it takes 5 minutes to clear that out. This process saves us 20 minutes per case. One of the issues we had in the past was that we could not measure SLAs. Now, we can measure them and prioritize the most important tasks. ### 43. Thanks to Alvao, the communication between IT support and users has greatly improved. **Rating:** 5.0/5.0 stars **Reviewed by:** Filip A. | IT Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about ALVAO Service Desk?** - We like the interconnection with Microsoft products. Alvao nicely fitted into our migration to Microsoft Azure - It is an easy out-of-the-box implementation for a small or medium-sized business. - ITIL compliant service desk **What do you dislike about ALVAO Service Desk?** At this moment we don't have anything to mention in this matter. **What problems is ALVAO Service Desk solving and how is that benefiting you?** - Service Desk allows us to do our work much better and be more transparent - The workflow has been improved as well. - Enhanced communication between IT and the departments and detailed information about the resolution tatus of user requests - It is the users themselves who are making suggestions for what else the Service Desk should be able to cover ### 44. The best product I've ever used **Rating:** 5.0/5.0 stars **Reviewed by:** Aleš K. | Country IT Director, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2022 **What do you like best about ALVAO Service Desk?** Single source of truth around IT support tickets. User friendly interface. Easy to use not only by the specialists but end-users as well. Easy adoption by end-users without the need for specific training. **What do you dislike about ALVAO Service Desk?** I haven't found anything to claim for this product. **What problems is ALVAO Service Desk solving and how is that benefiting you?** ALVAO Srevice Desk is covering the whole IT Support agenda in our organization. Every single issue is recorded in one place and all users can get the most recent status of the ticket at any time. ### 45. With Alvao service desk our users can completely rely on the IT department. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about ALVAO Service Desk?** ITIL compliant service desk provides a comfortable way how users can communicate with the IT department as a single point of contact. Ease of deployment, flexible and easy-to-use tool to manage not only IT operations. Alvao service desk has a great integration with MS Outlook which is a fantastic option that saves time and makes it more approachable. **What do you dislike about ALVAO Service Desk?** So far I haven't encountered any issues with this product. **What problems is ALVAO Service Desk solving and how is that benefiting you?** The solution allows us to be more efficient than we might otherwise be, and its user interface and features are far better than the previous ticket systems I have used. We can simply show our colleagues in the business which services we provide to them, under what conditions, and at what cost. ### 46. Servicedesk review **Rating:** 4.0/5.0 stars **Reviewed by:** Damián B. | System Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2022 **What do you like best about ALVAO Service Desk?** I like the best that application can be customized, for example, you can create your own custom forms or edit document numbering. **What do you dislike about ALVAO Service Desk?** I dislike that with application upgrade functionality of custom forms is not guaranteed. **What problems is ALVAO Service Desk solving and how is that benefiting you?** We have problem that some ticket are created as duplicity and also there are issues with custom forms when upgrading to new version. The benefits of Alvao Servicedesk as in any other servicedesk tools are time saving and effective management of tickets, incidents and requests. ### 47. ALVAO ServiceDesk **Rating:** 4.5/5.0 stars **Reviewed by:** Marek K. | Head of department IT support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2022 **What do you like best about ALVAO Service Desk?** Easy control and integration with Microsoft products (Outlook, Excel). Good options for customization and expanding of the tool's functions. Great support and regular development of SW. **What do you dislike about ALVAO Service Desk?** Weak KnowledgeBase so far. In case of a bigger number of users/services, the requirements for the administration are increasing. **What problems is ALVAO Service Desk solving and how is that benefiting you?** We are using products for IT (incident, request, change, problem process) and non-IT processes (for example facility management). The implementation of the service catalog accelerated and improved the delivery of services. ### 48. Alvao Service desk is the perfect soulution for our daily work. **Rating:** 5.0/5.0 stars **Reviewed by:** Šimon H. | IT administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2022 **What do you like best about ALVAO Service Desk?** - very intuitive user interface - always availble through the web application - no coding required for workflows - very helpful Alvao support **What do you dislike about ALVAO Service Desk?** So far, I haven't found anything in 5 years. **What problems is ALVAO Service Desk solving and how is that benefiting you?** It helps us to resolve requests faster and it is better than our previous tool. ### 49. Alvao Service Desk is the best service desk tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2022 **What do you like best about ALVAO Service Desk?** It is easy to use. We have over 7000 employees and students and there was no need to do training for them to use the tool. It was easy and quick to implement. It is a modern, intuitive and simple tool to use. **What do you dislike about ALVAO Service Desk?** We have chosen this tool because we love it. So there is nothing I dislike about that. **What problems is ALVAO Service Desk solving and how is that benefiting you?** It greatly helps us to communicate with our users. Alvao Service improves our work, we are more efficient. It was a key tool for us to improve our communication with our users during the pandemic when everyone worked from home. ### 50. Easy to use product **Rating:** 4.0/5.0 stars **Reviewed by:** Václav C. | Chief Digital Officer (CDO), Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2022 **What do you like best about ALVAO Service Desk?** Low barrier to start using. Simple to use, intuitive user interface. Not linked only to IT, usable for different departments/services across the company. **What do you dislike about ALVAO Service Desk?** Limited customizability, due to the product simplicity. **What problems is ALVAO Service Desk solving and how is that benefiting you?** Supporting IT Incidents and Requests, Facility management requests/reporting issues (catering, car rental etc), HR requests. R&D - tracking requests, Production ## ALVAO Service Desk Discussions - [What is ALVAO Service Desk used for?](https://www.g2.com/discussions/what-is-alvao-service-desk-used-for) - [View ALVAO Service Desk pricing details and edition comparison](https://www.g2.com/products/alvao-service-desk/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-17+01%3A02%3A31+-0500&secure%5Bsession_id%5D=9aaf6a54-9a28-4647-9e0d-0753f26f1182&secure%5Btoken%5D=adbbbaf93a40ef770fc629dcab655912f58d4298eac8071a3d7929f4ad98c365&format=llm_user) ## ALVAO Service Desk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Functionality** - Software inventory and lifecycle management - License entitlement and usage management - Vendor management and compliance - Automated end user license provisioning - Approved app catalogue - Customized alerts **Agentic AI - Software Asset Management Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Analysis** - Threat Detection **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Risk assessment** - Shadow IT detection - Software vulnerability assessment - Redundant software functionality identification **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Generation **Reporting** - Dashboards - Time Tracking - Surveys **Platform** - Unified Communications Platform - Remote Access - ITIL Policy Compliance - Asset Tracking - IT Knowledge Management **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - IT Asset Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations ## Top ALVAO Service Desk Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,292 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,790 reviews)