InvGate Blog

ITSM 101: 8 Tips for Better SLAs

Posted by InvGate on July 27, 2017

Service level agreements, commonly known as SLAs, are – or should be – critical assets for your IT department as they set out, and agree, the basis for managing the contractual and working relationship between themselves, the service provider, and the customer – the business as a whole, discrete lines of business, or maybe even individual teams. Individual SLAs should describe what has been agreed between both parties for the service across delivery, management, measurement, and improvement. Importantly, SLAs cover accountabilities and responsibilities on both sides of the arrangement, not just those of the service provider.

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Topics: Service Desk

ITAM 101: Getting Started with IT Asset Management

Posted by InvGate on July 19, 2017

Following on from our previous blogs in our ITAM 101 series, we’re at a point where – now we understand the IT asset management (ITAM) basics and have our business case in order – we can get started with our ITAM project (notwithstanding the ITAM quick wins covered in my first blog).

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Topics: IT Asset Management

ITSM 101: Change Management Tips (Part 2)

Posted by InvGate on July 12, 2017

Last time, we published part one of our change management tips blog, which looked at how to make your change request forms easy to use, how to make your initial change sanity check count, and how to supercharge your change advisory board (CAB). In part two, i.e. this blog, we look at how to successfully manage change build and test, implementation, and change reviews. Offering tips across each.

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Topics: Service Desk

ITSM 101: Change Management Tips (Part 1)

Posted by InvGate on July 7, 2017

Most if not all of us know that the change management process ensures that risks are effectively managed with changes reviewed, approved, and scheduled in a sensible way; that regulatory requirements are met; and lessons learned are captured. So why are so many of us struggling to get the basics of change management right?

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Topics: Service Desk

ITAM 101: Creating the Business Case for IT Asset Management

Posted by InvGate on June 28, 2017

In our previous ITAM 101 blog, we gave you an introduction to IT Asset Management (ITAM), along with a list of ITAM benefits and some potential quick wins for a quick start. The next step is to look at creating your business case for ITAM, i.e. your decision-making tool that aligns the case for ITAM to business outcomes and requirements. It’s the best way to succeed with an ITAM initiative, not only in terms of justifying any investments, but also in agreeing the ITAM scope and the metrics used to establish success.

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Topics: IT Asset Management

ITSM 101: Knowledge Management Tips (Part 2)

Posted by InvGate on June 21, 2017

Last week, we published part one of our knowledge management tips blog, which looked at what knowledge management is as well as the Data Information Knowledge Wisdom Model. In part two, we look at the possibilities of gamification in helping with knowledge management adoption, underline the need to measure success, before outlining the benefits of knowledge management. As usual offering tips along the way. 

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Topics: Service Desk

ITSM 101: Knowledge Management Tips (Part 1)

Posted by InvGate on June 14, 2017

 Knowledge management is a process that can almost singlehandedly transform your IT service management (ITSM) and IT support from good to great. It can drive engagement, empower your people, speed up work and reduce incident resolution times, increase customer satisfaction, and reduce staff attrition. What’s not to love about knowledge management?

This blog takes a closer look at one of our favorite ITSM processes and how people can get to grips with what is sometimes looked at too mechanically, forgetting the required attitude and behavior changes for knowledge management success.  

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Topics: Service Desk

ITAM 101: An Introduction to IT Asset Management

Posted by InvGate on June 8, 2017

Sometimes IT professionals can focus too much on “the next big thing” rather than on getting “the basics” right; and, believe it or not, IT asset management (ITAM) is one of those “basics.” ITAM is the foundation of any effective IT organization – it can act as the catalyst for incident, problem, change, and configuration management. As well as potentially saving you thousands in licensing fees and helping to prevent a “zombie server apocalypse” (more on this later).

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Topics: IT Asset Management

ITSM 101: Incident Management Tips (Part 2)

Posted by InvGate on May 31, 2017

Last week, we published part one of our incident management tips blog, looking at the following steps in the incident management process: identification; logging; categorization; prioritization; and initial diagnosis (incident matching). Now in the second part of the blog we look at tips for incident: escalation; investigation and diagnosis; resolution and recovery; closure; and ownership, monitoring, tracking, and communications.

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Topics: Service Desk