ALVAO Service Desk (ServiceDesk)

ALVAO Service Desk is an AI-driven IT Service Management solution built natively for Microsoft 365 — one place for tickets, incidents, changes, and requests, running on Microsoft Azure and driven by Azure OpenAI. It helps IT teams move out of fire-fighting mode: less reactive problem-solving, clearer priorities, and support delivered where people already work. Users get help in Teams and Outlook without opening a separate portal. Agents get a clear view of workloads. Management gets the reports to defend the IT budget and prove compliance. Best for IT operations teams, service desk managers, and organizations running on Microsoft 365.

PINK Verified®. ISO 27001 and SOC 2 Type 2 certified.

Key benefits

• Keep all your tasks and requests in one place and use ALVAO as a single source of truth
• Move IT out of fire-fighting mode with clear priorities and AI-assisted triage
• Resolve requests without leaving Microsoft Teams or Outlook
• Deflect repetitive tickets with AI self-service and a self-maintaining Knowledge Base
• Defend the IT budget with out-of-the-box Power BI reports
• Prepare for ISO 27001, NIS2, and SOC 2 without extra overhead

Key outcomes

• Faster ticket resolution through AI root cause analysis and resolution suggestions
• Less pressure on agents — routine requests handled by self-service and the 24/7 bot
• Consistent multilingual support without manual translation
• Full audit trail across every request
• IT positioned as a reliable, visible partner to the business

Core capabilities

Ticketing and AI

• One-stop Service Desk for tickets, incidents, changes, and requests, with a Microsoft-like interface
• AI Assistant (Azure OpenAI) — root cause analysis, incident detection, ticket summarisation, OCR search across attachments, and resolution suggestions
• Knowledge Base AI Assistant — analyses recurring tickets, drafts new articles for your review, and surfaces them to users at the point of need; nothing goes live without your approval
• Automatic Content Translation — translates Knowledge Base articles, forms, catalogue items, and alerts into each user's language

In Teams, Outlook, and Copilot

• ALVAO for Teams — create, manage, and resolve tickets in chat and dashboard, with a 24/7 bot for self-service; both users and agents stay in Teams
• ALVAO for Outlook — browse, assign, manage, and create tickets straight from the mailbox
• Microsoft Copilot Connector — describe a ticket in natural language and Copilot finds the matches; check status and manage work without opening ALVAO (included in ALVAO for Teams)

Automation and configuration

• No-code workflows, custom forms, and automated ticket routing
• Power Automate — trigger actions in other tools from ALVAO tickets, and act on ALVAO tickets from external events

Reporting

• Power BI — out-of-the-box reports on KPIs, SLAs, and team performance to guide budget decisions

Microsoft integrations

• Microsoft Teams, Outlook, and Copilot — full ticketing in the tools your team already uses
• Entra ID and Microsoft Multidomain Authentication — single sign-on across multiple Microsoft domains
• Power Automate and Power BI — automation and reporting
• REST API and Azure DevOps connector — connect third-party tools and link IT with development

Beyond Microsoft

• Jira DevOps connector — link tickets and align IT with development and operations
• Zabbix — turn monitoring alerts into tickets to catch outages and security incidents early

Security and compliance

ALVAO keeps a full audit trail across every request and supports compliance with ISO 27001, ISO 19770, Cyber Essentials, SOC 2, and NIS2. AI runs on Azure OpenAI with trained scenarios only — your data is never used to train models.

More about ALVAO

• Intuitive interface familiar from Microsoft 365 — easy adoption for users and agents
• Fast deployment and a licensing model that keeps costs predictable
• Fully integrated with ALVAO IT Asset Management on one platform
• Personal customer support throughout

Start with a free trial, explore it in your own environment, or request a guided demo to see how it fits your workflows.