In writing our first blog that looked at three commonly-held incorrect assumptions and IT service management (ITSM) expectations gaps, we realized that there are many more situations where – for whatever reason – it’s easy for people and organizations to think that something is different to the reality. Maybe that something is too hard to do or that something simply doesn’t need to be done. Hence, we decided to write two more blogs on the topic, with this blog looking at three additional misguided ITSM expectations.

Topics: ITSM

So, here’s the thing – we’ve all come across IT service management (ITSM) “own goals” in our careers. For instance, a new ITSM tool that cost way too much but was no better than the one before it. Or a revised process that was meant to make things leaner but instead complicated things to kingdom come. Or expensive ITSM consultancy that just didn’t deliver the expected benefits. These are all examples of where our expectations weren’t met, and they aren’t the only instances where there can be a significant gap between our expectations and reality. Sometimes these are bad things – like in the above examples – where the desired reality never appears. But sometimes there can be occasions where the reverse is true. For instance, where we don’t do something because it’s too hard, but we could have accomplished it with the right knowledge and focus. This blog looks at three commonly-held incorrect assumptions and ITSM expectations gaps. Hopefully, you’ll find them helpful.

Topics: ITSM

Building a new IT service management (ITSM) workflow in your ITSM tool is a really exciting step. Stay with us here – it’s about seeing your optimized process all mapped out and ready to come to life! What’s not to love? Workflow automation saves time, money, and effort, allowing your IT support teams, in particular, to focus on the day job of helping people. Here are eight tips for making sure your new workflow delivers value as well as four common workflow-building pitfalls to avoid.

Topics: ITSM

Knowledge management is definitely one of the most underappreciated practices in IT service management (ITSM). Done well, it can upskill your IT service desk, build better relationships between support teams, and ultimately increase customer satisfaction (CSAT). If you want to get better at knowledge sharing in your organization, then here are ten tips for creating better knowledge articles. If you’re looking for tips for better knowledge management as a whole, then see this article here instead.

Topics: Service Desk, knowledge base, knowledge management

At InvGate, our mission is to provide great service with every interaction, be it with our Sales, Support, or Customer Success teams. In fact, the kindness of our people is one of the positive aspects our customers always highlight in reviews. After all, customer satisfaction is a measure of how our products meet or surpass expectations, so we take it very seriously.

Topics: customer service, user self service, enterprise service management, Self-service

Project management has become a highly sought-after IT (and business) capability and resource, with the business mindset no longer seeing a project manager as a wildly expensive overhead. Some companies, in the past, may have asked the question “Why do we need a project manager to deliver this initiative?” Hopefully, this view has changed for many of them now, but some businesses might still struggle with the cost of project management staff. So, to help you justify the need for project management roles in the future, we’ve assembled five tips to ensure that you, or someone else in a project manager role, are adding value to your next project.

Topics: Project Management, Prince2

Service level agreements (SLAs), if used correctly, can be one of the most important documents in a service-oriented organization. Done well, they communicate what’s expected of all parties and can go a long way to improving the relationships between the business and its IT organization. Some would even argue that good IT service management (ITSM) is built on a bedrock of SLAs (as well as continual improvement). Here are four tips for building more-effective SLAs.  

Topics: SLAs, Service Desk, Service level agreements

In our opinion, the IT help desk is one the most important functions you can have in any service-oriented organization. Having a help desk in place means that there’s a single point of contact for the business to engage with IT, end-user requests and incidents are managed centrally, and nothing is lost, ignored, or forgotten about. However, there are some common mistakes that organizations make when setting up their IT help desk. Here are four such examples (of mistakes) along with our top tips for building your help desk in a way that best serves your organization and the people who work within it.

Topics: Help Desk, Help Desk Software

It seems nowadays everything revolves around improving customer experience, and that is good news! You might have started your own quest to deliver a better service, perhaps implementing a ticketing system, a knowledge base for self-service, chatbots, customer satisfaction measurements, and all other sorts of solutions. But, have you also considered adding IT assets to the equation?

Topics: IT Asset Management, InvGate Products, ITAM, InvGate Service Desk, InvGate Assets