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). 

Topics: Service Desk, KPIs, Metrics

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. 

Topics: Help Desk Software, Service Desk, ITSM

The major incident management process can be one of the most important IT service management (ITSM) processes for an organization. A major incident can hurt business operations (and thus revenues). And when a major incident is handled badly it reflects negatively on your organization and will likely increase customer inquiries and complaints. In addition, it can cause issues for your frontline staff because, at best, they face an increased workload and at worst, team morale is damaged. This blog offers 5 ways in which to improve major incident communications and thus minimize the impact major incidents have on all affected.

Topics: ITIL, Incident Management, Major Incidents

The public cloud is nothing new, with Amazon Web Services (AWS) now over a decade old (and the original AWS platform over 15 years old). But for some organizations there’s still the need to take their first steps in moving some of their applications and workloads to the cloud, even if it’s not their first attempt to understand how public cloud services work and how best to exploit them. If your organization is looking to migrate some or all of its IT services to the public cloud, then this blog will help – offering up 10 tips that will help with migration.

Topics: Cloud, on cloud

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.

Topics: customer service, Service Desk

IT service management (ITSM) and  IT Asset Management (ITAM) can definitely deliver greater business value if they are brought together. At InvGate, we realized the power of this alliance a while ago, when we started offering integrations as a way to let our customers gain better insight into their processes. It all started with integrating our two flagship solutions, InvGate Service Desk and InvGate Assets; then, we moved on to offer our SCCM integration, and now we’re introducing the new FileWave integration.

Topics: Asset Management Software, software asset management, IT Asset Management, Integrations, Request Management, FileWave

IT service management (ITSM) and IT asset management (ITAM) are often spoken about, and invested in, as two separate corporate IT disciplines. But this is wasteful, and suboptimal, with there being much commonality of focus, and the opportunity for them to be brought closer together to deliver greater business value than if they were to be kept in their respective silos. To find out more, please read the following 10 tips for making ITSM and ITAM work better together.

Topics: ITSM, ITAM

There will be a number of times throughout the year when it’s in the best interest of your business to invoke a change freeze, i.e. a period when changes are minimized, ideally ceased, to protect business operations. This might relate to busy/critical business periods, times such as seasonal holidays when fewer IT staff will be at work, times when major infrastructure changes are already planned, or similar.

Topics: change management

Digital transformation has been the most talked about business and IT trend for the last few years. But, despite the name, it’s more about business transformation than it is digital transformation. Yes, there’s increased exploitation of technology and data, but it’s ultimately about a new way of thinking and working. Please read on to find out more.

Topics: Digital Transformation