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 and IT Service Desk Tools – Should You Build or Buy?

Posted by Stephen Mann on September 12, 2018 at 2:23 PM
While IT help desk and IT service management (ITSM) tools have been available for 30 years or so, it still might surprise you that not every organization has invested in one yet. Of course, the majority have – from the largest of enterprise organizations to small-to-medium businesses (SMBs) – but there are still organizations that operate their IT support and other ITSM capabilities without the help of a fit-for-purpose tool. 
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Topics: Service Desk, ITSM, Help Desk Software

10 Tips to make ITSM and ITAM Work Better Together

Posted by InvGate on August 9, 2018 at 6:44 AM
IT service management (ITSM) and IT asset management (ITAM) are often spoken about, and invested in, as two separate corporate IT disciplines. But this is wasteful, and suboptimal, with there being much commonality of focus, and the opportunity for them to be brought closer together to deliver greater business value than if they were to be kept in their respective silos. To find out more, please read the following 10 tips for making ITSM and ITAM work better together.
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Topics: ITAM, ITSM

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: Request Management, ticketing system, Tasks, Service Desk, IT service management, ITSM

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: ESM, enterprise service management, knowledge base, ITSM, workflows, service desk solutions

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

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