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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

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

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

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