InvGate Blog

ITSM 101: 5 More Ways People Misuse ITIL

Posted by Stuart Rance on October 10, 2018 at 9:37 AM
In my last ITSM 101 blog, I wrote about five ways people commonly misunderstand and misuse ITIL. From overly focusing on the processes, through expecting a new IT service management (ITSM) tool to fix everything, to running large projects (or programs) that take too long to start to deliver value. In this blog, I offer up five more common ITIL mistakes and what you can do to avoid them.
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Topics: ITSM, ITIL, Service Desk

ITSM 101: 5 Ways People Misuse ITIL

Posted by Stuart Rance on October 3, 2018 at 9:09 AM
If you follow Twitter and read blogs about IT service management (ITSM), as I do, you will probably have read lots of complaints about ITIL. And yet most of the IT organizations that I work with use it as the basis for how they run IT, and it seems to work very well for them. So why are there so many complaints? Well, when I read the complaints, they almost always seem to be based on a distorted view of what ITIL is, or what it says you should do. So, before you complain too, think about my first five examples of ways that people misuse or misconstrue ITIL.
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Topics: ITSM, ITIL, Service Desk, Request Management, enterprise service management

ITSM 101: 5 Ways to Improve Your Major Incident Communications

Posted by InvGate on September 5, 2018 at 7:07 AM
The major incident management process can be one of the most important IT service management (ITSM) processes for an organization. A major incident can hurt business operations (and thus revenues). And when a major incident is handled badly it reflects negatively on your organization and will likely increase customer inquiries and complaints. In addition, it can cause issues for your frontline staff because, at best, they face an increased workload and at worst, team morale is damaged. This blog offers 5 ways in which to improve major incident communications and thus minimize the impact major incidents have on all affected.
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Topics: Incident Management, Major Incidents, ITIL

ITSM 101: Getting Started with ITIL

Posted by Stuart Rance on February 21, 2018 at 10:09 AM
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

Help Desk: The Tool for Better Infrastructure Problem Solving

Posted by InvGate on October 26, 2011 at 9:09 AM
In an IT business age characterized by countless and recurring infrastructure problems, keeping IT assets well maintained is a task that needs to be seriously undertaken by organizations. To meet this objective, a sound IT management solution needs to be deployed. Service desk – the focal point of communication between companies and their clients – should ensure that users are receiving the right help in a timely fashion for their reported IT problems. In this regard, comprehensive help desk software should be in place.
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Topics: business solutions, customer satisfaction, help desk, Information Technology Infrastructure Library, IT Management, IT management, IT management solution, ITIL, service desk, Service Desk Software

How Can Inventory Management Take Advantage from Service Desk

Posted by InvGate on September 30, 2011 at 10:10 AM
The present era characterized by complexity in technology advancements makes it imperative for IT companies to be a step ahead of their customers and end-users when it comes to attending to and dealing with technical issues, and keeping a close eye on the state of their IT infrastructure. For these specific reasons, organizations are turning to help desk software that is conceived essentially to ease technical support management while keeping thorough inventory management goals at bay.
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Topics: Customer Service Management, help desk, inventory asset management, inventory management, IT inventory, IT Management, IT management, ITIL, service desk, Service Desk Software

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