InvGate Blog

ITSM 101: 8 Tips for Better SLAs

Posted by InvGate on July 27, 2017

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

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

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

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

ITSM 101: Knowledge Management Tips (Part 1)

Posted by InvGate on June 14, 2017

 Knowledge management is a process that can almost singlehandedly transform your IT service management (ITSM) and IT support from good to great. It can drive engagement, empower your people, speed up work and reduce incident resolution times, increase customer satisfaction, and reduce staff attrition. What’s not to love about knowledge management?

This blog takes a closer look at one of our favorite ITSM processes and how people can get to grips with what is sometimes looked at too mechanically, forgetting the required attitude and behavior changes for knowledge management success.  

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Topics: Service Desk

ITSM 101: Incident Management Tips (Part 2)

Posted by InvGate on May 31, 2017

Last week, we published part one of our incident management tips blog, looking at the following steps in the incident management process: identification; logging; categorization; prioritization; and initial diagnosis (incident matching). Now in the second part of the blog we look at tips for incident: escalation; investigation and diagnosis; resolution and recovery; closure; and ownership, monitoring, tracking, and communications.

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Topics: Service Desk

ITSM 101: Incident Management Tips (Part 1)

Posted by InvGate on May 24, 2017

The IT service management (ITSM) process incident management is the process, or set of activities, that ensures all IT issues (termed “incidents” by ITIL, the ITSM best practice framework) are logged and progressed effectively and consistently through to resolution. All while ensuring that nothing is lost, ignored, or forgotten about.

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Topics: Service Desk

Where is the ball?

Posted by InvGate on November 9, 2016

Identifying why a request was not resolved on time is always a difficult task. Whenever the SLAs are in red or our customer satisfaction ratings are low, a brave soul must search for the reason in comments, status changes, and the activity / audit history of the extensive request.

The simple fact of analyzing unstructured information makes this a difficult task, which easily puts one in a bad mood. To make matters worse, the results of these analyses are often not clear or precise, and usually end up wrongfully putting the blame on the customer.

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Topics: Service Desk

Top 12 ITSM Metrics you Need to Know: Incidents

Posted by InvGate on August 6, 2015

 

How are you measuring your performance?  We all know tracking metrics and KPIs is critical to the effective IT Service Management, but choosing the right ones is not as easy as you'd think.
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Topics: Service Desk