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

So, you’ve finally remembered the fifth of the ITIL v3 IT service management (ITSM) books – Continual Service Improvement (CSI) and you’re wondering how best to employ this best practice. Although you might have also read the new ITIL 4 Foundation book and noticed that CSI is now simply “continual improvement” - I think we’ll be calling it CSI for quite a while yet though. Especially as the CI acronym is already taken by configuration item. Alternatively, you might have already set a CSI capability up within your organization but are struggling to see any positive returns. Either way, this blog is for you as we share 10 tips for succeeding with CSI (or continual improvement if you’ve already moved on to ITIL 4!)..

Topics: Service Desk, CSI, Continual service improvement

Working in IT is amazing! We get to save the world multiple times every day, play with sparkly new technology, and engage with our awesome end users (or customers). Sometimes though, we can get so caught up in doing what we think is the best thing to do, when actually we’ve gotten sidetracked or are missing out on the most effective way of restoring service. This blog looks at seven deadly sins of IT service management (ITSM) as well as how best to avoid or correct them.

Topics: ITSM, IT Service Desk, CAB, problem management, knowledge management

How long has your IT organization been struggling with knowledge management (or knowledge sharing)? If it seems like a never-ending sequence of knowledge-related initiatives to resurrect a knowledge base that no one seems to want to use, then maybe it’s time to take a step back to understand some of the things organizations that succeed with knowledge management do differently. So, here’s our 10 tips for knowledge management success based on those organizations.

Topics: Service Desk, knowledge base, knowledge management