InvGate Blog

InvGate Service Desk Tasks Module: Divide Efforts and Conquer

Posted by Sabrina Pagnotta on July 18, 2018 at 9:28 AM
Everybody knows it: solving a request isn’t always a matter of executing a single action. Sometimes it takes the joint efforts of different people simultaneously, and it can be difficult to have visibility over each person's contribution without generating specific reports. That's why we created the InvGate Service Desk Tasks module, available as of version 5.7.0, which allows you to atomize the work to be done in a request or in the execution of a workflow.
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Topics: ticketing system, Service Desk, ITSM, IT service management, Request Management, Tasks

10 Tips for Getting Started with DevOps

Posted by InvGate on July 11, 2018 at 12:05 PM
DevOps seems to be taking over the world of IT. But where should your organization start with DevOps? Or, if already dipping its toe into the DevOps waters, what should it do next to increase the chances of delivering against corporate expectations? This blog offers up 10 tips to help you ensure that your organization is considering, and addressing, the things that really matter.
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Topics: DevOps

IT Asset Management Myth Busting

Posted by Vawns Murphy on July 5, 2018 at 7:20 AM
 So, here’s the deal. IT asset management (ITAM) as a capability is something that can really help your organization to get a handle on what’s being used within your IT environment. Done well, it can save your organization money (including third-party spend), drive operational efficiency, and mitigate risk. All too often though, people get bogged down in the detail of ITAM or find excuses (often myths) which prevent them from starting out on what should be a very successful ITAM journey. So, let’s separate the fact from the fiction, with some good old-fashioned myth busting.
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Topics: ITAM

From Organizational Chaos to Effective Service

Posted by Pablo Vergne on June 28, 2018 at 3:02 AM
Philosopher George Santayana once said: “Those who cannot remember the past are condemned to repeat it”. There’s hardly any other quote that could sum up this story so well... We usually say that with our software we help our customers help their customers, and to achieve this we had to start by helping ourselves: we had to organize our operations as a company to achieve the growth that awaited us. As we grew, the need to organize our processes became more evident. We had to continue doing innovative software development, but without neglecting support and post-sales services. Let me tell you the story of that transition, and how we went from organizational chaos to the efficiency in service provision that characterizes us today.
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Topics: customer satisfaction, service management, Help Desk, Service Desk, IT service management

ITSM 101: 10 Tips for Better Problem Management – Part 2

Posted by InvGate on June 20, 2018 at 9:49 AM
Welcome back to part two of this problem management tips blog. You can catch up on the first five tips – related to scope, form design, environment knowledge, absence of a problem management or IT service management (ITSM) toolset, and workarounds – here. Please read on for our next five problem management tips.
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Topics: ITSM

ITSM 101: 10 Tips for Better Problem Management – Part 1

Posted by InvGate on June 13, 2018 at 8:19 AM
 ITIL problem management is an IT service management (ITSM) process that can take your overall service levels from good to great. Why? Because it gets to the root cause of business-affecting IT issues, identifies solutions, and works with other teams – as required – to ensure those solutions are delivered quickly and safely.
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Topics: ITSM

Leverage Enterprise Service Management Benefits with Multi-Departmental Communication

Posted by Allison Sapiega on June 6, 2018 at 11:00 AM
While ITSM can be approached in many ways, its core objective is to structure the design, implementation and delivery of "services" to improve the efficiency of operations, mitigate risk, and facilitate strategic planning to support business needs. One way to do so, is by using Enterprise Service Management (ESM) technologies.
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Topics: service desk solutions, ITSM, workflows, knowledge base, ESM, enterprise service management

ITSM 101: 8 Keys to Successful IT Service Desk KCS Adoption

Posted by John Custy on May 30, 2018 at 7:28 AM
Knowledge Centered Service (KCS®) is a proven, principles-based methodology for integrating the (re)use, validation, improvement, and creation of knowledge into operational workflows, including the workflows used within IT service management (ITSM) and the IT service desk in particular. KCS is a transformational step in the maturing of an IT service desk – moving it from being viewed merely as call-takers (low value) to an organization responsible for producing a high value product/service – knowledge – which is then reused and has significantly more value than just taking calls.
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Topics: ITSM

How InvGate Complies with GDPR (and How We Help You Comply too!)

Posted by Liliana Gary on May 23, 2018 at 1:30 PM
At InvGate, securing customer data is, and always has been, a top priority. We know the data you manage through our software is key to your business, and that is why we are committed to keeping it private and safe. To that end, we comply with industry best practices related to cloud security standards and certifications; and, as of May 25th 2018, we will also be complying with the General Data Protection Regulation (GDPR), which strengthens the rights that European individuals have over their personal data.
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Topics: Product News, InvGate Products, data analytics, Privacy, GDPR

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