InvGate Blog

ITAM 101: 5 Tips to Help Make ITAM an IT and Business Priority

Posted by InvGate on May 16, 2018 at 9:26 AM
IT asset management (ITAM) is an IT and business capability that can help to ensure that your IT estate stays under control, is appropriately licensed, and is in a position to enable your business – rather than it be a source of risk. But all too often it’s overlooked as a “must do” set of IT and business practices – leaving it in the “nice to do” pile that never gets touched.
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Topics: ITAM

Feature Spotlight: InvGate Service Desk SCCM Integration

Posted by Sabrina Pagnotta on May 9, 2018 at 9:31 AM
If you use InvGate Service Desk, you might have come across a request that was reporting an incident, service request, or change request related to an asset. Say for example, “My desktop PC is not working”, or “I need VPN access on my Lenovo laptop”. Most of the time, the assigned agent will do some research to identify the device in question, but what if it wasn’t necessary because that device is directly linked to the request? What if the agent could see its details  right there on the request and have a faster way to help the customer?
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Topics: Service Desk, IT Asset Management, Integrations, SCCM

ITSM 101: Why Your IT Department Needs CSI

Posted by InvGate on May 3, 2018 at 1:01 PM
As good a place to start as any is: what is continual service improvement (CSI)? Many IT service management (ITSM) professionals, they will know the term from ITIL – the popular ITSM best practice framework – with it being the part of the IT-service lifecycle that looks at the continuous improvement of both IT service delivery and support (it’s the fifth book of the core ITIL publication suite).
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Topics: ITSM, CSI

InvGate Expands With Strategic Partnerships and Exceptional Products

Posted by InvGate on April 26, 2018 at 11:45 AM
At InvGate our mission is simple: we value customer feedback over industry trends, and think the best business technology is intuitive and easy-to-use. When it comes to our partners we are selective and strategic, with the goal of matching clients with exceptional products and service, driving increased sales and profitability opportunities.  InvGate Service Desk combines power and deep ITIL-based (IT service management) ITSM functionality, with a simple and flexible user interface that keeps us consistently ranked at the top in customer satisfaction. 
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Topics: business solutions, service desk, Help Desk Software, InvGate Products, partners

ITSM 101: Why an Incident Prioritization Matrix is Important

Posted by Doug Tedder on April 19, 2018 at 11:20 AM
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 at 10:22 AM
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 Through Better Collaboration

Posted by InvGate on April 5, 2018 at 10:06 AM
“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 at 11:59 AM
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 at 7:49 AM
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

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At InvGate our mission is to help our customers to help their customers, through capabilities designed to optimize IT service delivery and support.

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