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.
Read More

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

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.
Read More

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.
Read More

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.
Read More

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.
Read More

Topics: ITSM

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).
Read More

Topics: ITSM, CSI

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.
Read More

Topics: ITSM

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.
Read More

Topics: ITSM

ITSM 101: Top Tips for IT Service Desk Metrics

Posted by InvGate on March 7, 2018 at 4:50 PM
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?”
Read More

Topics: ITSM

Technology driven by customer needs

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

 Explore Live Demo

Subscribe to Email Updates

Recent Posts

Posts by Topic

see all