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InvGate Blog

Comparing ITSM Assumptions and Expectations to the Reality – Part 3

Posted by InvGate on June 13, 2019 at 5:26 AM
Who knew that there are so many situations in IT service management (ITSM) where – for whatever reason – it’s easy for people and organizations to think that something is different from the reality. It might be that something is considered too hard to do or that something simply doesn’t need to be done (because something else is being done). After writing a first blog on the topic, we decided that there was a need for at least two more blogs outlining some of the common misguided ITSM expectations. Here’s the second. And this is the third blog, where we take our growing list up to nine examples of where people’s assumptions or expectations are different to the reality.  
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Topics: ITSM

Comparing ITSM Assumptions and Expectations to the Reality – Part 2

Posted by InvGate on June 5, 2019 at 9:03 AM
In writing our first blog that looked at three commonly-held incorrect assumptions and IT service management (ITSM) expectations gaps, we realized that there are many more situations where – for whatever reason – it’s easy for people and organizations to think that something is different to the reality. Maybe that something is too hard to do or that something simply doesn’t need to be done. Hence, we decided to write two more blogs on the topic, with this blog looking at three additional misguided ITSM expectations.
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Topics: ITSM

Comparing ITSM Assumptions and Expectations to the Reality

Posted by InvGate on May 29, 2019 at 10:48 AM
So, here’s the thing – we’ve all come across IT service management (ITSM) “own goals” in our careers. For instance, a new ITSM tool that cost way too much but was no better than the one before it. Or a revised process that was meant to make things leaner but instead complicated things to kingdom come. Or expensive ITSM consultancy that just didn’t deliver the expected benefits. These are all examples of where our expectations weren’t met, and they aren’t the only instances where there can be a significant gap between our expectations and reality. Sometimes these are bad things – like in the above examples – where the desired reality never appears. But sometimes there can be occasions where the reverse is true. For instance, where we don’t do something because it’s too hard, but we could have accomplished it with the right knowledge and focus. This blog looks at three commonly-held incorrect assumptions and ITSM expectations gaps. Hopefully, you’ll find them helpful.
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Topics: ITSM

Building an ITSM Workflow – 4 Common Mistakes and 8 Tips

Posted by InvGate on May 22, 2019 at 8:59 AM
Building a new IT service management (ITSM) workflow in your ITSM tool is a really exciting step. Stay with us here – it’s about seeing your optimized process all mapped out and ready to come to life! What’s not to love? Workflow automation saves time, money, and effort, allowing your IT support teams, in particular, to focus on the day job of helping people. Here are eight tips for making sure your new workflow delivers value as well as four common workflow-building pitfalls to avoid.
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Topics: ITSM

10 Tips for Creating Better Knowledge Articles

Posted by InvGate on May 15, 2019 at 9:30 AM
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.
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Topics: Service Desk, knowledge base, knowledge management

The 10 Commandments of IT Customer Success

Posted by InvGate on May 8, 2019 at 2:03 PM
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.
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Topics: customer service, user self service, enterprise service management, Self-service

5 Top Tips for Project Management Success

Posted by InvGate on May 2, 2019 at 5:40 AM
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.
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Topics: Project Management, Prince2

4 Important Things to Consider When Creating an ITSM SLA

Posted by InvGate on April 25, 2019 at 9:12 AM
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.  
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Topics: SLAs, Service Desk, Service level agreements

4 Common Mistakes and Top Tips for Building an IT Help Desk

Posted by InvGate on April 17, 2019 at 8:10 AM
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.
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Topics: Help Desk, Help Desk Software

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