Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Cat avg: 7.9
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Cat avg: 9
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Cat avg: 8.3
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Cat avg: 8.3
Worst Performing Features
Subscription-based notifications
Users subscribe to notifications for ticket updates
Cat avg: 8.5
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Cat avg: 8.2
Change requests repository
Single repository of all planned changes and releases
Cat avg: 8.4
ALVAO Service Desk Features from Reviews
Incident and problem management
Streamlining ticketing and service restoration processes
5.5-34%
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.3
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 8.2
Change management
Ensuring standardized processes for making changes to IT infrastructure
5.5-35%
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4
ALVAO Service Desk Features from the Vendor
Incident and problem management
Vendor-reviewedOrganize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Subscription-based notifications
Users subscribe to notifications for ticket updates
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Change management
Vendor-reviewedChange requests repository
Single repository of all planned changes and releases
Change calendar
Calendar showing change schedule to stakeholders
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met