InvGate Blog

10 Tips for Getting Started with Business Relationship Management

Posted by InvGate on October 17, 2018 at 2:38 PM
Is your organization thinking about introducing a business relationship management (BRM) function and role(s)? If so, you might be surprised to know that it’s not that new for IT service management (ITSM), with both ITIL and ISO/IEC 20000 (the international standard for ITSM) introducing the BRM role and process back in 2011. This recognized the changing role of IT service delivery and support organizations and the need for a “mechanism” that brings together the wants/needs, capabilities, and expectations of IT service consumers and providers.
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Topics: BRM, Business Relationship Management, Service Desk

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

10 Tips for Improving Your IT Service Desk KPIs

Posted by InvGate on September 19, 2018 at 9:57 AM
The selection of the right IT service desk performance metrics is an age-old challenge that’s again front and center for IT professionals with the newer focus on the metrics associated with employee experience and eXperience level agreements (XLAs). But there are so many metrics “basics” to get right first. This blog highlights 10 tips for improving your IT service desk’s key performance indicators (KPIs). 
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Topics: KPIs, Metrics, Service Desk

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 for Providing a Great Service on the IT Service Desk

Posted by InvGate on August 22, 2018 at 6:24 AM
The industry move away from IT help desks to IT service desks has provided many IT organizations – both internal and external – with the impetus to move their attention away from the affected IT asset(s) to the person, or people, impacted by the reported IT issue (plus the business impact of the resultant downtime). But there’s still more that can be done, especially in light of the growing employee/customer expectations around service and support – where the expectations of employees are being driven up by their often-superior, consumer-world experiences.
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Topics: customer service, Service Desk

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

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: Service Desk, Help Desk, service management, customer satisfaction, 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: Integrations, Service Desk, IT Asset Management, SCCM

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