Very good product for implementation ITSM/ITIL in organization. It allows easy expansions even for non IT processes (for example facility management). Clear implementation of Service catalogues.

Easy control and integration with Microsoft products (Outlook, Excel). Good options for customization and expanding of the tools functions. Great support and regular development of this product.

Weak KnowledgeBase so far. In case of bigger number of users/services, the requirements for the administration are increasing.

Alvao SD has a very friendly user interface, integration with MS Active Directory and quality manufacturer support is very good.

We appreciate ease of use for our end users. The tool can handle advanced routing of tickets to distributed teams without overcomplicating things for end users.

There are always ways to improve the product. To the required extent, the system met our expectations.

We currently use the ALVAO SD primarily for IT processes, and part of Purchasing and Marketing activities.

Useful and universal tool for ESM ITSM/ITIL support Quite a few interesting functionalities Connection with AM tool Console and WebApp for users

Worse, more complicated, inconsistent UX Deploy of customization aren't easy and complex Poor support and FIX release (long time bug repair) New/updated functionality and improvements comming too late Missing function of User Activity Monitoring tool which has been retired Poor function improvements for the SDC (just WA development preference) In some cases bad license terms and pricing

From the user's point of view, the web application is clear and easily customizable. Also with easy administration via web interface. Creating services, their editing, working with groups. Integration with Outlook. We wanted to have the requirements clearly in one place. With communication and links to other requirements and their status.

At the moment, we are satisfied with the set functionality of the software. Any suggestions for improving functionality are accepted by Alvao.

- very good support team - possibility to create own forms - connection between servicedesk and asset management - HW catalogue addon

- no parallel approval - after creation, the request is only in plain text (forms can no longer be used)

We use ALVAO Service Desk as full Enterprise System Management across all departments within our company.

Easy deployment, including adding new services, departments. Good possibility to connect to other systems in enterprise. Easy to use for users.

Long developement cycle (major version once a year). Almost no support for agile.

Alvao Service Desk helps us with processes in different areas from HR to IT. Processes are now simplified and transparent.

Basic workflows easy designable by user. Moder web UI. Outlook plug-in. Great team of specialists.

Thing we miss is full text search.

Our experience is positive, the application meets our requirements

Easy to use. Frendly graphic user interface.

Still about evaluating. Need to update the app.

SW is easy to use, very friendly, no pb to set up new process.

not comfortable to do interface with another SQL database

It helps to manage our departmental relationships between users from IT to other departments

I love the app because it automate tickets , and serve as a point of escalation by all staffs

no cons, as I haven't find any fault using the service

The tool greatly improved our communication with end users and helped us organize the team and structure our work. The end users enjoy intuitive user interface.

Price, but I understand that nothing can be expected for free.