InvGate Blog

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

Service Desk Gamification: The Basics

Posted by InvGate on April 3, 2012

Learn how to drive adoption of new processes, improving team collaboration and overall boosting service and support levels.

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Topics: Service Desk

Service Desk: The Focal Point for Incident Management Process

Posted by InvGate on October 11, 2011

Customer satisfaction should be at the core of all business objectives. In an aim to be competitive and ultimately succeed, IT-reliant businesses need to focus on knowing customers and giving them what they want to ultimately make them happy and keep them coming back. Because customer demands are changing with the times, the deployment of an IT management solution to meet client standards and expectations has become imperative – and service desk software should make it to the list.

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Topics: Service Desk

The Future of Customer Service and Service Desk Software

Posted by InvGate on September 12, 2011

In surviving the present economic climate, many businesses of all sizes and spanning all industries are seeking to drive efficiency in their operations while reducing costs. Being increasingly IT-reliant, businesses are turning to at least one IT management solution or software for the optimization of their service enterprise.

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Topics: Service Desk

The Fundamentals that Make Up A Cutting-edge Service Desk Software Suite

Posted by InvGate on August 16, 2011

To be able to thrive in a competitive industry, IT companies resort to IT management software and tools to evaluate their IT assets and determine those that need attention. The adoption of revolutionary tools – such as IT management solutions – results to a centralized management of IT software and hardware estate. Efficient IT management software can ensure operational competence for bottom line productivity and profitability.

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Topics: Service Desk

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.

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