ALVAO s.r.o.

ALVAO IT Service Management

ALVAO IT Service Management is an ITSM solution fully integrated with Microsoft 365. Service Desk is a friendly interface for requesters with a Microsoft look and feel. Powerful tool for internal IT services teams implementing ITSM best practices. Asset Management provides an overall picture of every device throughout its lifecycle.

Features

• Self-service portal
• ALVAO for Outlook
• ALVAO for Teams
• Service Request Management
• Incident Management
• Problem Management
• Change Management
• Service Catalog Management
• IT Asset Management
• Service Configuration Management

Benefits

• Designed for Microsoft 365
• Great onboarding, technical support, customer engagement
• Conformance with international ITIL service delivery standards
• Integration between ticketing and ITAM
• An overview of where everything is and who owns it
• Plan IT budget proactively based on warranty expiration
• Have complete HW/SW info for high quality user support
• Automate complex workflows such as starters/leavers
• Recognize patterns and improve end user support
• Ability to report on how IT supports the organization

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@alvao.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

598579585230756

Contact

Jan Skrabanek
+44 2035 142 185
info@alvao.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Microsoft Entra ID is necessary for using this service.
• System requirements:
  • Microsoft Entra ID for authentication
  • Stable internet connection (HTTPS enabled)
  • .NET Framework (only for ALVAO desktop agents)
  • Supported browser (latest versions)
  • Users accessing reporting need a Power BI Pro license.
  • Windows OS for Asset Management desktop client.
  • Desktop client is necessary for some Asset Management features.

User support

• Email or online ticketing support: Yes
• Support response times: Users are eligible to submit ticket 24x7x365 via supplier's web portal or via email.; ; Standard support operating hours are 9 to 5 (UK time), Monday to Friday.; ; Guaranteed response times vary depending on service contract and the specifics of the case.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: ALVAO provides support plans listed below: ; Essential, Premium, Platinum ; ; The details can be accessed in the Service definition document and Pricing document.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customers can receive a demo environment. Online documentation can be accessed at https://doc.alvao.com/.; Our onboarding team is ready to provide basic online training.; ; The onboarding process, led by one of our seasoned consultants, is specifically focused on quickly getting you up and running on the core capabilities of your ALVAO IT Service Management solution.; ; Technical layer; • Connection to customer Microsoft Entra ID tenant (Single Sign-On); • WebApp configuration (HTTPS); • Mailbox connection; • Pilot HW/SW scan (using Alvao agents or MS Intune Connector); ; Data layer; • Data quality and input strategy; • Importing users; • Configuring the default service catalog and CMDB; • Overseeing data input by the customer; ; Training layer; • Administrator training - configuration capabilities; • Asset lifecycle walk-through (ITAM); • Ticket lifecycle walk-through (ITSM) – user, solver; • Publishing standard report to customer’s Power BI tenant
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: After the termination of the obligations under the Contract, a backup of the Content shall be available to the Customer upon request for another thirty (30) days. At the end of this period, all Content shall be irretrievably removed, unless otherwise provided by binding law.
• End-of-contract process: In the event of withdrawal from the Contract, the Contracting Parties shall make settlement as follows:; ; in the event of withdrawal from the contract by the Customer, the Customer has the right to a refund of the proportional part of the prepaid price of the Services corresponding to the price of the Services for the period from the effective date of withdrawal from this Contract until the end of the Subscription period for which the price of the Services was paid in advance; If the Contract was entered into on the basis of a Reseller Business Proposal, the Customer shall raise this claim with the Reseller;; ; in the event of withdrawal from the contract by the Provider, the Customer does not have the right to be refunded any part of the prepaid price of the Services, even if the termination of the Contract occurred during a prepaid Monthly Period or Monthly Periods.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: IOS and Android mobile apps designed for agents.; ; WebApp uses responsive design.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: ALVAO Service Desk service can be accessed via any supported browser or a mobile app.; ; ALVAO Asset Management can be accessed via any supported browser or a mobile app.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: ALVAO has not tested the application with specific assistive technologies. However, our development team is strongly driven by the customer voice.
• API: Yes
• What users can and can't do using the API: Create, read, update, and delete (CRUD) operations for tickets, ticket relationships, assets (configuration items) and configuration items relationships.; ; REST API follows configured application permissions.; ; ALVAO Power Platform Connector (actions + webhooks); ; Docs:; https://app.swaggerhub.com/apis/A3555/ALVAO_REST_API/; https://doc.alvao.com/en/11.2/modules/alvao-am-enterprise-api; https://doc.alvao.com/en/11.2/modules/alvao-sd-enterprise-api
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Available configuration and customisation options are subject to administrator training during implementation - changing logo, icons, colors, form, workflows, asset types, attributes, etc.

Scaling

• Independence of resources: The service is multi-tenanted and designed to scale vertically. Microsoft Azure Services are used as IaaS and PaaS layers, so additional computing power could be easily added.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers can view the metrics below in their environment or at the supplier’s service desk:; ; 1) Licence usage; 2) Allocated/Free space in data storage; 3) Service Availability
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users are able to easily export data in the application. This feature is restricted according to role and permissions in the application.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLSX
  • JSON
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The Production environment shall be available 99.9% of the time in the Monthly Period - Guaranteed Service Level.; ; The Test environment is provided without guaranteed availability.
• Approach to resilience: The data is stored in a Microsoft Azure data center in the United Kingdom and the selected storage follows Microsoft rules for Azure SQL Database.
• Outage reporting: Users can access the availability page at the supplier's service desk. Major incidents are reported via email.; ; Customers are notified via email about maintenance windows.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: A valid Microsoft Entra ID Account is used to authenticate access to management interfaces.; In case of contacting support via phone is used Named Support Contact policy.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: SOC 2 Type 2, Cyber Essentials
• Information security policies and processes: We follow today's best practices, ISO/IEC 27001 standards and SOC 2 Type 2 requirements.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration changes in the service components are tracked in the supplier's internal asset management and service desk system. All changes are assessed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use Microsoft Defender for cloud for vulnerability assessments of the service components. All patches and updates all deployed as soon as possible following threat priority.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Microsoft Defender for Cloud is used to protect our cloud services.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be raised by customers on ALVAO's Service Desk. Incidents can be also raised by the supplier. Both types of incidents are accessible via a web interface. Customers can check the incident status and also incident reports.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: The free trial version is available for 30 days period. For more information see the Terms and conditions document.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 8%
• Between £500,001 and £1,000,000: 12%
• Between £1,000,001 and £2,500,000: 18%
• Between £2,500,001 and £5,000,000: 22%
• Over £5,000,001: 25%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: TDS CERT, Brno, Czech Republic
• ISO/IEC 27001 accreditation date: Tuesday 14 October 2025
• What the ISO/IEC 27001 doesn’t cover: No standard controls are excluded from ALVAO's ISO/IEC 27001 certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 5263bdae-bf1f-431f-978e-582f9af82a73
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type II
  • ISO/IEC 27017:2017
  • ISO/IEC 27018:2017

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@alvao.com. Tell them what format you need. It will help if you say what assistive technology you use.