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InvGate Blog

10 Tips for Improving IT Help Desk Customer Satisfaction

Posted by InvGate on February 20, 2020 at 6:54 AM
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. 
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Topics: customer service, Help Desk

10 Tips for Problem Management Success

Posted by InvGate on February 12, 2020 at 3:45 PM
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.
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Topics: ITIL, problem management

How to Know If Your Service Catalog Has Purpose (and What to Do Next)

Posted by InvGate on February 6, 2020 at 9:55 AM
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.  
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Topics: Service Catalog

How to Prevent Project Scope Creep

Posted by InvGate on January 30, 2020 at 10:04 AM
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. 
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Topics: Project Management

Where’s the IT Service Desk Going in 2020

Posted by Stephen Mann on January 22, 2020 at 3:03 PM
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. 
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Topics: Service Desk

Leveraging Technology as an Education Enabler

Posted by Terry Siddall on January 15, 2020 at 3:38 PM
If you’re an Education CTO, technology director, or technology consultant, then hopefully you’re fully aware of the many IT challenges and opportunities faced by your, and other, educational institutions. From budgetary limitations, through the rising expectations of both students and staff, to the opportunities of new technologies such as artificial intelligence (AI). But you might not yet have all the answers, and this is where education conferences such as TCEA (Texas Computer Education Association) can really add value. 
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How ITIL 4 Enhances Service Management

Posted by Vawns Murphy on January 8, 2020 at 11:53 AM
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.
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Topics: ITIL, ITIL 4

InvGate Products: A 2019 Review

Posted by Sabrina Pagnotta on December 19, 2019 at 9:20 AM
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.
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Topics: InvGate Products, InvGate Service Desk, InvGate Assets, InvGate Insight

4 Key Ingredients When Creating a New IT Service Desk Capability

Posted by InvGate on December 11, 2019 at 11:40 AM
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!
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Topics: IT Service Desk

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