We continue to expand the range of InvGate Service features because we want to keep making your life at work easier. Today we’re pleased to tell you that as of version 5.7.14.0, we’ve made available a Zapier integration. This is a web service that facilitates the interaction of your help desk with more than a thousand apps!

Topics: Service Desk, IT Service Desk, InvGate Service, InvGate Service Desk

More and more organizations are appreciating that what they currently use for IT service management (ITSM) is also applicable to other business functions such as human resources (HR), facilities, legal, security operations, and even external customer service. And that it’s not just the use of the corporate ITSM tool by these other business functions. To help your organization to get started with enterprise service management, here are our 10 tips – starting with a definition.

Topics: enterprise service management

Let’s assume that you’ve just taken your ITIL Foundation Certification exam. Or, even better, you’ve still to take it and are currently pondering how best to take what you’ll learn in your studies and to apply it in the workplace. Importantly, not just in the work that you personally undertake, but also in improving the wider IT service delivery and support capabilities of your IT department.

Topics: ITIL

IT asset management (ITAM), software asset management (SAM), software license management (SLM), and software license optimization (SLO), are often looked at from one or, hopefully, two perspectives: 1. cost reduction (or optimization) and 2. improved governance, including compliance. However, there’s a third perspective which shouldn’t be overlooked – the insight that effective ITAM provides to help with other IT, and business, decisions and activities. This blog offers some examples of this, before showing the power of even simple ITAM activities and then offering 10 tips for getting started with ITAM quick wins.

Topics: ITAM

  Problem management is the IT service management (ITSM) process, or capability, that manages the removal recurring issues by ensuring that a long-term resolution is found. Done well, it will improve service levels and reduce costs because problem management facilitates the required root-cause analysis, identifies solutions (both interim and permanent), and works with other teams to ensure these solutions are delivered safely.

Topics: Incident Management process, Incident Management, Request Management, problem management

With the creation of IT service management (ITSM) capabilities, you’ll find that role types are an important aspect to include; because, after all, you can’t get anything done without the right people (and with those right people knowing exactly what they should and shouldn’t be doing). To help, ITIL offers up a number of generic role types that are then applicable across its various ITSM processes (or capabilities) – where these are then specific, rather than generic, roles, i.e. the generic roles become specific when attached to a certain ITIL process such as incident management.

Topics: ITIL, ITSM, enterprise service management

So, you’re about to take your ITIL Foundation Certification exam and can’t wait to get the new qualification. However, if you’re like us, it might have been quite a while since you last took an exam, and you now feel a little apprehensive about proving that you know your stuff. Plus, even if this isn’t the case, you still might be thinking: How can I increase the probability that I’ll pass the exam? Perhaps even with flying colors.

Topics: ITIL, Help Desk, ITSM

 So, you want to set in motion a number of improvement activities that will help to take your IT service desk forward in 2019 – but what should you do? It’s easy to think that a new IT service management (ITSM) tool is the answer, but before you run to do this (and you might be surprised that we’re saying this) there are other things to consider first. Here are our 10 tips for achieving greater IT service desk success in 2019.

Topics: Service Desk, IT Service Desk

How’s your IT service desk faring? Hopefully it’s meeting all the agreed service level agreement (SLA) targets, your end users and customers are happy, and so are your service desk agents. Or maybe they’re not and you need to improve your operations, performance, and the perceptions that people have of the delivered IT support capabilities. Looking forward to IT support in 2019, the people who agreed with the former – that everything is great with their IT support capabilities – will still, in many ways, have the same challenges and opportunities as those who agreed with the latter. Odd, I know – with the key difference being that they might be better positioned to address them.

Topics: Service Desk, IT Service Desk, Employee Experience, AI, Artificial Intelligence