InvGate Blog

Panning for Golden Insights from the Historical Backlog

Posted by InvGate on March 14, 2018

On the surface, determining the status of your service desk historical backlog seems easy. But the scenario becomes more complex when looking at historical data for the week, month, or year. InvGate defines a backlog as “an accumulation of jobs waiting to be solved or completed at any given time”, i.e., pending incidents and requests.

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Topics: Reporting, ticketing system, Help Desk Software, Incident Management, change management, data analytics

ITSM 101: Top Tips for IT Service Desk Metrics

Posted by InvGate on March 7, 2018
IT service desk staff are often the unsung heroes of IT – the single point of contact for IT-related issues and requests, acting as the frontline between IT and the rest of the business. As far as your employees are concerned, everything begins and ends with the IT service desk as it’s their one-stop-shop for everything from the email service being slow again to “Can I have a new mouse please?”
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Topics: ITSM

Chesapeake Bay Academy is 'Head of the Class' with Invgate Service Desk

Posted by Allison Sapiega on February 28, 2018

Chesapeake Bay Academy, a private nonprofit school for students with learning differences, needed to improve its IT support capabilities. The school was previously reliant on emails for the notification of IT issues and requests, day-to-day management of IT support operations, and reporting. The legacy system caused problems for both IT and its customers; a fit-for-purpose ticketing system was needed. 

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Topics: business solutions, Choosing Software, Cloud, customer satisfaction, customer service, IT management tools, Service Desk Software, service management, Help Desk Software, Service Desk, InvGate Products, workflows

ITSM 101: Getting Started with ITIL

Posted by Stuart Rance on February 21, 2018

I suspect that most of my readers have heard of ITIL, the world’s most popular set of practices for IT service management. In fact, I’d guess that many of you have probably already tried to “implement” ITIL. Sadly, however, many of those who do try find that it isn’t as easy as they’d expected. If that’s the case, this blog is for you; I’m hoping to show you just how easy it can be to get started with ITIL, and how quickly it can lead to tangible benefits for you, for your colleagues, and for your customers.

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Topics: ITIL, ITSM

Have Fun at Work with Gamification

Posted by Sabrina Pagnotta on February 14, 2018

If I told you that solving requests in your help desk could be as fun as playing a video game, what would you say? With Service Desk Gamification having fun at work is possible!

Perhaps you’ve once felt that you’ve completed a really challenging task but no one noticed, or that your team should have been rewarded when they overcame tricky issues and achieved great results? Well, let me tell you: these thoughts disappear when Gamification is in place, because it taps into the human need and desire for personal recognition, status, and achievement – plus, it has the thrill of competition. 

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Topics: business solutions, customer satisfaction, customer service, Gamification, IT management tools, service management, InvGate Products

ITAM 101: 7 Top Tips for Managing Software Audits

Posted by InvGate on February 7, 2018
Dealing with a software vendor audit can be time consuming, stressful, and costly exercise. Preparation is key, as is having formal software audit practices and underlying  IT asset management (ITAM) and software asset management (SAM) processes in place.

This blog offers some practical guidelines on how to manage a software audit situation without panicking, hiding under your desk, or running screaming from the building. 

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Topics: IT Asset Management, Software Audits, ITAM

ITAM 101: 3 Top Tips for Software License Management

Posted by InvGate on January 24, 2018

Software can be a big expense for organizations and thus its effective management can make a big difference to what gets spent on it each and every year. But software license management isn’t just about saving money, it's also about compliance - having the ability to ensure that the software used within your organization is both licensed and used in an optimized way.

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Topics: Software Audits, ITAM

What’s new in InvGate Service Desk 5.6.12?

Posted by Sabrina Pagnotta on January 18, 2018

We start off 2018 with new features to our products! In InvGate Service Desk 5.6.12 you'll enjoy improvements that optimize your IT service delivery and support.

Today we want to take a deeper dive into this version and demonstrate how it will help you in your everyday work. Let’s take a look at what’s new!

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Topics: license management, service desk software features, approvals, workflows

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

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