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

From Organizational Chaos to Effective Service

Posted by Pablo Vergne on June 28, 2018 at 3:02 AM
Philosopher George Santayana once said: “Those who cannot remember the past are condemned to repeat it”. There’s hardly any other quote that could sum up this story so well... We usually say that with our software we help our customers help their customers, and to achieve this we had to start by helping ourselves: we had to organize our operations as a company to achieve the growth that awaited us. As we grew, the need to organize our processes became more evident. We had to continue doing innovative software development, but without neglecting support and post-sales services. Let me tell you the story of that transition, and how we went from organizational chaos to the efficiency in service provision that characterizes us today.
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Topics: customer satisfaction, service management, Help Desk, Service Desk, IT service management

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

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

Chesapeake Bay Academy is 'Head of the Class' with Invgate Service Desk

Posted by Allison Sapiega on February 28, 2018 at 11:30 AM
Chesapeake Bay Academy, a private nonprofit school for students with learning differences, needed to improve its IT support capabilities. The school was previously reliant on emails for the notification of IT issues and requests, day-to-day management of IT support operations, and reporting. The legacy system caused problems for both IT and its customers; a fit-for-purpose ticketing system was needed. 
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Topics: business solutions, Choosing Software, Cloud, customer satisfaction, customer service, IT management tools, Service Desk Software, service management, Help Desk Software, Service Desk, InvGate Products, workflows

ITSM 101: 8 SLA tips for better operations

Posted by InvGate on July 27, 2017 at 7:01 AM
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

ITSM 101: Change Management Tips (Part 2)

Posted by InvGate on July 12, 2017 at 1:03 PM
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 at 9:05 AM
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

ITSM 101: Knowledge Management Tips (Part 2)

Posted by InvGate on June 21, 2017 at 4:40 AM
Last week, we published part one of our knowledge management tips blog, which looked at what knowledge management is as well as the Data Information Knowledge Wisdom Model. In part two, we look at the possibilities of gamification in helping with knowledge management adoption, underline the need to measure success, before outlining the benefits of knowledge management. As usual offering tips along the way. 
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Topics: Service Desk

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