InvGate Blog

Customer satisfaction is something that no value-driven service provider organization should disregard. For IT departments, it acts as a sense check for how your IT help desk is delivering against end-user/customer needs, how your IT service management (ITSM) practices are performing, and how your customers are feeling. Here are ten tips for improving your IT help desk’s customer satisfaction. 

Topics: customer service, Help Desk

Want to know more about doing problem management well? If so, then this blog is for you. Problem management is the IT service management (ITSM) practice that improves service quality by preventing recurring issues or at least reducing their impact. Here are ten tips that will help your organization to deliver an effective problem management capability.

Topics: ITIL, problem management

For us, the service catalog is something that places the IT department at the center of the business. Done well, it can promote IT, and its services, and help the business work more efficiently. All too often though, service catalogs don’t get the recognition that they deserve and are consequently left to live alone and unloved, potentially as simply a spreadsheet of available services.  

Topics: Service Catalog

Scope creep – it’s something that inevitably sneaks up on you when working on a project. As a project manager, it’s so important to know what scope creep is, and some ways on how to prevent it, in order to keep your project on track.   In this blog, we focus on three things: what project scope creep is, who causes it, and some ways to prevent it. 

Topics: Project Management

It’s a new year. In fact, it’s a new decade. Perhaps, even the return of the “Roaring Twenties.” But what does 2020 hold for your IT service desk? Or, if you don’t quite know the answer to this question yet, here’s a selection of areas in which I believe IT service desks, including yours, should be investing in change during 2020 and beyond. Of course, not all of these will be relevant to your IT services desk, at least not immediately, but hopefully this blog will get you thinking about what might, and will need to, change in the next few years.  So, please read on for five of the key changes driving the future of IT service desks in 2020 and beyond. 

Topics: Service Desk

ITIL and service management go hand-in-hand. But it’s important to understand that they aren’t the same thing and that the terms can’t be used interchangeably – whether it’s service management per se or IT service management (ITSM). An easy way to view this is that while ITIL is a body of service management best practice, not all service management is based on ITIL.

Topics: ITIL, ITIL 4

We're closing a year of full growth at InvGate. During 2019, our solutions continued to strengthen with new features to make IT management easier. In addition, our teams continue to grow as we take on new challenges.  We made "digital transformation" a reality for the companies that chose us, instead of something intangible that sounds good but cannot be applied. We helped them optimize and facilitate processes that otherwise become cumbersome and, with that, they’re now able to save time and effort.

Topics: InvGate Products, InvGate Service Desk, InvGate Assets, InvGate Insight

If your IT organization doesn't currently have an IT service desk capability but would like one, then there are three vital ingredients you’ll need: the right people, the right processes (or “practices” if you’ve already swotted up on ITIL 4), and the right technology. Of course, there’s more that’s needed, such as a vision and strategy for the service desk capability. And a performance measurement system – plus, funding!

Topics: IT Service Desk