InvGate Blog

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

ITSM 101: Incident Management Tips (Part 1)

Posted by InvGate on May 24, 2017

The IT service management (ITSM) process incident management is the process, or set of activities, that ensures all IT issues (termed “incidents” by ITIL, the ITSM best practice framework) are logged and progressed effectively and consistently through to resolution. All while ensuring that nothing is lost, ignored, or forgotten about.

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Topics: Service Desk

Why Should Organizations Go For Optimized IT Management Solutions

Posted by InvGate on February 13, 2017

Smart entrepreneurship entails efficient management of an IT infrastructure – which encompasses a wide range of components. Periodic tracking and inspection of hardware and software assets enable organizations to periodically determine the status of their computer systems, and point out flaws that need to be addressed. In knowing the exact nature of the software-related problem, companies are able create a plan of action and deploy that plan to avoid the issues from turning into problems that require complex repair.

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Topics: IT Asset Management

Where is the ball?

Posted by InvGate on November 9, 2016

Identifying why a request was not resolved on time is always a difficult task. Whenever the SLAs are in red or our customer satisfaction ratings are low, a brave soul must search for the reason in comments, status changes, and the activity / audit history of the extensive request.

The simple fact of analyzing unstructured information makes this a difficult task, which easily puts one in a bad mood. To make matters worse, the results of these analyses are often not clear or precise, and usually end up wrongfully putting the blame on the customer.

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Topics: Service Desk

Service Desk Product News- November Edition

Posted by InvGate on November 13, 2015

It has been a HUGE last few months for the Service Desk team, with 4 major releases and the addition of more than 15 new feature improvements. 

Our focus has been on management of shifts, holidays and absences, expanded automation, improved user management and enhanced accessibility from mobile devices.

So what is included in these most recent releases?

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Topics: InvGate Products

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