InvGate Blog

ITSM 101: Why an Incident Prioritization Matrix is Important

Posted by Doug Tedder on April 19, 2018

A IT service desk agent typically has only a few minutes to prioritize an incident. During those few minutes, the agent must record the contact, identify the issue, assess the impact and urgency of the issue, and react accordingly. All without irritating the end user.

The decisions made by the service desk agent in those few minutes will have a direct influence on end-user satisfaction; but end-user satisfaction is not the only thing impacted. The reputation of the IT organization, how work gets done within IT, and business productivity are all impacted by how well the service desk agent does their job.

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Topics: ITSM

What if InvGate didn't have InvGate?

Posted by Sabrina Pagnotta on April 11, 2018

It’s said that we should practice what we preach. And, at InvGate, we do.

We develop and sell software products, but not a single day goes by without us relying on that same software for our own daily work. We use it to manage and solve the requests of our customers, as well as monitor our assets. At the same time, our customers use our software to help their customers, through fit-for-purpose tools for assets and IT support management. We provide support to thousands of people in more than 40 countries, and we’re proud of the quality of our service.

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Topics: customer satisfaction, customer service, Help Desk, Service Desk, Technical Support

ITAM 101: 5 Tips for Winning with IT Asset Management Through Better Collaboration

Posted by InvGate on April 5, 2018

“Collaboration” might seem an overused management buzzword in IT right now, but there’s a reason why – we will often need to work together, across team and even line-of-business boundaries, to deliver better business outcomes. And IT asset management (ITAM) is definitely an area that will be hugely influenced, in success terms, by the level of effective collaboration involved.

To help with your ITAM initiative (or program), this blog offers up five tips for leveraging collaboration when starting out or improving your management of IT assets.

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Topics: IT Asset Management

Five Actions to Optimize IT Support Today

Posted by InvGate on March 28, 2018

Most organizations approach IT support management somewhat reactively (think of the familiar phrase of “firefighting IT”). But in today’s world of increased expectations and instant gratification, it’s no longer enough for IT to simply fix something once it breaks. In order to stay ahead, IT support must take a proactive role in its delivery of IT services and support. Even though support management usually implies activities that involve an immediate response, it is possible to plan and manage services so that incidents are less frequent.

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Topics: service desk, SLAs, user self service, backlog, knowledge base

The Top 6 Must-Have Technologies for IT Support

Posted by Stephen Mann on March 21, 2018

Have you ever stopped to think about which of the many capabilities within your IT service management (ITSM) or IT service desk tool (or home-grown equivalent), and wider IT-management toolset are the most important for IT support? It’s pretty hard to do – to whittle everything you use down to a top 6 – and then the next question is: How does this map to the collective requirements of other IT organizations and their support capabilities. After all, most of us like to be vindicated in our choices.

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Topics: ITSM

Panning for Golden Insights from the Historical Backlog

Posted by Pablo Vergne 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

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