InvGate Blog

Much was written about the impact of the COVID-19 crisis on IT service management (ITSM) and IT support, and rightly so. Now, as we return to some semblance of normality - what many are calling the “new normal” - there’s still a need to consider what else either has or will need to change to reflect new ways of working and new expectations of IT organizations and the technology-enabled services they provide.

Topics: change management, Change Enablement

The COVID-19 crisis has changed the way we live, work, and interact with each other. Remote working has become the norm for many, and chances are that all your meetings are now over Zoom, Teams, or WebEx rather than being face-to-face. As we continue to look at IT service management (ITSM) and IT support best practice in a changing landscape, this blog looks at how to adapt your IT support model to support the emerging “new normal.”

Topics: IT support

You’ve probably had the same IT service management (ITSM), or IT service desk, tool and operations for a while. And there’s nothing wrong with this, apart from the “but.” With that “but” being “But is your IT service desk providing what’s needed of it in 2020?” Especially as we all get to grips with the “new normal,” post-COVID-19-crisis. To help you better understand the needs of modern IT service desk tools and operations, this blog answers five key IT service desk questions.

Topics: IT Service Desk

A while ago, I blogged about  some useful improvements to our InvGate Knowledge Base, and how they’d better help your organization. If you missed it, you can read about it here. But, long story short, our UI was enhanced and several new tools were implemented, such as adding comments to articles, easier configurations, and visualizing article metrics. Today, in continuation of these improvements I’m able to share with you a further round of upgrades to the InvGate  Knowledge Base. So buckle up, because this will be exciting.

Topics: knowledge base, knowledge management

In this post-COVID-19-crisis “new normal,” it might feel as though the whole world is gunning for digital transformation. But it’s not always the case for individuals, who may be loathe - for a variety of reasons - to work with even more automation. And how do we feel about digital transformation within IT? Ask any IT person what they worry about the most and, thanks to the anticipated additional workload, you’ll often hear “digital transformation” which is a shame. Because if used effectively, digital transformation can increase revenues and operational efficiency, eliminate functional silos, and improve the customer experience.   The “new normal” has opened the eyes of many to the need for digital transformation. But, if you still need help in getting people – especially IT management – onside with the need for digital transformation, then this blog is for you. 

Topics: Digital Transformation

Even as we progress in what is now the “new normal,” the impact of the COVID-19 crisis continues to challenge IT service desks around the globe. But what about the challenges of your end users? IT professionals are techies and engineers. We love our gadgets and having new toys to play with. The rest of the business? Not so much. Using smartphones or apps will be second nature to most IT professionals but it’s a completely different story for some of our colleagues. To help, this blog looks at ways to best manage the shift in working practices for employees and their potentially new technology needs in the “new normal.”  

Topics: COVID-19

Incident management is one of the most visible aspects of IT operations. Everyone in your organization will no doubt have some form of IT issue, or need for new IT equipment or services, at some point. They will thus need to engage with your IT service desk. Now, in this post-COVID-19 crisis “new normal,” it’s important not to underestimate the importance of your IT service desk and the need for its processes and procedures to both minimize employee lost productivity and provide a professional and supportive impression of your IT organization. Especially for employees that continue to work remotely.  Need help with your IT support team’s handling of IT issues? If so, here are ten tips for getting the most out of your incident management practice.  

Topics: Incident Management

We think we can all agree that it’s not easy delivering the best IT support service to our colleagues at the moment. There’s a higher volume of tickets, a lack of people due to illness, social distancing, or self-isolation (with IT support staff remote working too), as well as limited equipment and delivery mechanisms. Plus, our customers are likely to feel differently, and isolated, when IT issues prevent them from doing the work they need to do while working at home.  It all means that keeping normal service levels going is a real challenge. To help, this blog explains how you can manage your queues effectively such that you and your team can better keep on top of the most important things.

Topics: COVID-19

The COVID-19 crisis has been a big challenge for most organizations, with the need for suitable technological capabilities – to enable the new ways of working – a significant part of the various solutions employed to address its impact. This in turn places a heavy reliance on an organization’s IT service management (ITSM) capabilities and the ITSM tool that enables them – especially for IT support. Of course, a big part of an IT service desk’s success is the people they employ and the processes they use. But the other factor that helps to lift an IT service desk from good to great is the use of a fit-for-purpose ITSM tool. And by “fit-for-purpose,” we don’t just mean that it offers all the required ITSM capabilities but that it delivers against all that the IT service desk needs – from the ease of use, through making changes (including upgrades), to the total cost of ownership (TCO).

Topics: ITSM