The Service Desk and IT Service Management blog

Sophie Danby - May 29, 2023 - 11 min read

The 5 Stages of the ITIL Service Lifecycle

The ITIL service lifecycle is a comprehensive framework for introducing ITIL principles into your organization. It provides a solid structure and valuable knowledge to help ensure the ...

Brenda Gratas - May 26, 2023

IT Hardware Inventory Management Tutorial, Tips, And Best Practices

Melisa Wrobel - May 25, 2023

IT Support Management Software: The Best 8 Tools in 2023

Melisa Wrobel - May 24, 2023

What is Remote IT Support? Definition, Scope, and Tools

Sophie Danby - May 24, 2023

What Are Service Knowledge Management Systems (SKMS) in ITIL?

Melisa Wrobel - May 23, 2023

IT Asset Discovery: What is it, How it Works, And Why You Need it

Sophie Danby - May 22, 2023

How to Perform an ISO 27001 Audit

Sophie Danby - May 19, 2023

The Ultimate IT Asset Management Checklist [+Free Template]

Melisa Wrobel - May 18, 2023

Considering Using Free Help Desk Software? Read This First

Brenda Gratas - May 17, 2023

IT Asset Inventory: Definition, Scope, Management, and Best Practices

Brenda Gratas - May 15, 2023

Agent Utilization Definition, Formula, and Importance

Sophie Danby - May 12, 2023

The Definitive ISO 27001 Checklist to Implement the Standard [+Free Download]

Melisa Wrobel - May 11, 2023

Formal vs. Informal Communication Channels: How to Encourage Official Channel Adoption

Melisa Wrobel - May 10, 2023

Top 10 Remote Help Desk Software in The Market in 2023

Brenda Gratas - May 10, 2023

First Contact Resolution (FCR): What is it and How to Improve it?

Jorge Farah - May 9, 2023

InvGate's Free Enterprise Service Management Course: Revolutionize Your Organization's Service Delivery

Melisa Wrobel - May 9, 2023

What is Software Deployment? Definition, Scope, and Best Practices

Brenda Gratas - May 8, 2023

7 Ideas to Optimize First Response Time (FRT) And Keep Users Happy

Sophie Danby - May 5, 2023

ISO 27001 and Asset Management: What Does Annex A.8.1 Say?

Melisa Wrobel - May 4, 2023

IT Asset Lifecycle Management: The 9 Stages to Manage Your IT Assets

Melisa Wrobel - May 3, 2023

What is Ticket Routing And How to Automate it

Brenda Gratas - May 3, 2023

What’s Your Service Desk’s Cost Per Ticket – And How to Reduce it?

Melisa Wrobel - May 2, 2023

What’s New with InvGate: May Updates

Brenda Gratas - April 28, 2023

Understanding the Escalation Rate KPI to Improve Ticket Management

Melisa Wrobel - April 27, 2023

How to Develop an Asset Inventory for ISO 27001

Melisa Wrobel - April 26, 2023

Top 9 Best IT Inventory Management Software in the Market

Sophie Danby - April 26, 2023

ISO 27001: How to Implement the Information Security Standard in Your Organization

Melisa Wrobel - April 25, 2023

5 Essential IT Asset Management Metrics You Should be Tracking

Celeste Mottesi - April 25, 2023

New Chrome and Edge zero-day exploits: How to patch CVE-2023-2033 and CVE-2023-2136

Sophie Danby - April 24, 2023

7 Steps to Develop an Effective IT Asset Management Strategy

Jorge Farah - April 21, 2023

Top 10 Best IT Asset Management Software of 2023

Melisa Wrobel - April 20, 2023

How to Calculate the Total Cost of Ownership (TCO)? Definition and Examples

Celeste Mottesi - April 20, 2023

Tony North on Help Desk Leadership in 2023: Challenges, Governance, and AI

Melisa Wrobel - April 19, 2023

What is Break/Fix Support – And Why You Need to Ditch it Right Away

Brenda Gratas - April 17, 2023

Time to Resolution: What is it, Why You Need it, And How to Calculate it

Sophie Danby - April 14, 2023

The Definitive Guide to ITSM Frameworks

Melisa Wrobel - April 14, 2023

9 Ways to Do Proactive IT Support – And Switch From The Break/Fix Model

Brenda Gratas - April 13, 2023

How to Calculate Ticket Volume?

Matt Beran - April 12, 2023

Service Desk Ticket Triage: How to Triage Support Tickets

Brenda Gratas - April 12, 2023

InvGate at SupportWorld Live 2023: What to Expect From This Year's Conference

Brenda Gratas - April 12, 2023

Patch Windows Common Log File System Driver Vulnerability (CVE-2023-23376)

Brenda Gratas - April 11, 2023

Top 15 Help Desk Metrics to Measure IT Support Performance

Sophie Danby - April 7, 2023

Business Model Canvas Explained: Definition, Pros, Cons, and Building Blocks

Santiago Safdie - April 6, 2023

Top 30 Cities for Startup Ecosystems in 2023

Sophie Danby - April 5, 2023

The Definitive Guide to Hardware Asset Management (HAM)

Melisa Wrobel - April 4, 2023

IT Asset Management Reporting: 10 Reports to Improve Your ITAM Strategy

Brenda Gratas - April 3, 2023

Understanding Attack Surface Analysis: Its Importance and Strategies

Jorge Farah - March 31, 2023

The 10 Best Ticketing Systems to Try in 2023

Jorge Farah - March 31, 2023

SharePoint vs. Google Drive: Differences and Similarities

Sophie Danby - March 30, 2023

IT Governance vs. IT Management: What's the Difference?

Melisa Wrobel - March 28, 2023

Gamification in IT: Everything you Need to Know to Boost Service Desk Gamification

Sophie Danby - March 27, 2023

Help Desk vs. Customer Service: Different Tools for Different Purposes

Sophie Danby - March 23, 2023

10 Self-Service Portal Best Practices to Ensure Self-Service Success

Jorge Farah - March 18, 2023

The Best ServiceNow Alternatives for Better Features, Pricing, and Support

Brenda Gratas - March 16, 2023

Patch Microsoft Outlook Elevation of Privilege Vulnerability (CVE-2023-23397)

Melisa Wrobel - March 16, 2023

9 Must-have Features of Asset Management Systems Used in Education

Sophie Danby - March 15, 2023

IT Governance: Definition, Frameworks, and Best Practices

Jorge Farah - March 13, 2023

Box vs. Google Drive: Choosing a File Storage for Your Business

Melisa Wrobel - March 9, 2023

How to Implement Omnichannel Customer Support? Benefits, Tips, and Best Practices

Sophie Danby - March 8, 2023

7 Signs You Need IT Support in Your Organization

Melisa Wrobel - March 7, 2023

IT Support Automation: Definition, Benefits, and Tools

Kimberly Yánez - March 6, 2023

6 Steps to Implement an Employee Experience Strategy

Melisa Wrobel - March 2, 2023

What is Software Metering? Definition, Scope, and Software

Ariel Gesto - March 1, 2023

Will ChatGPT Replace Level 1 Customer Support? Thoughts on AI’s Place in Service Management

Brenda Gratas - February 28, 2023

Patching WebKit Vulnerability (CVE-2023-23529)

Melisa Wrobel - February 28, 2023

Designing a Self-Service Portal: 5 Self-Service Portal Examples and Ideas

Jorge Farah - February 27, 2023

Dropbox vs. Google Drive vs. OneDrive: Which is Better for your Business?

Jorge Farah - February 23, 2023

Service Desk Software: The Best 14 Solutions in 2023 [+ Comparison]

Melisa Wrobel - February 22, 2023

The 14 Most Common Help Desk Tickets and How to Solve Them

Tuba Sarosh - February 22, 2023

RDCMan: How to Manage Multiple Remote Connections in Microsoft

Kimberly Yánez - February 21, 2023

The Ultimate Guide to Improve Employee Experience

Jorge Farah - February 20, 2023

Google Drive vs. Google Cloud Storage: What's the Difference?

Melisa Wrobel - February 17, 2023

The Definitive Guide to Implement Your IT Self-Service Portal

Brenda Gratas - February 17, 2023

Is ChatGPT Going to Replace Jobs? 20 Jobs That Will Change Due to AI like ChatGPT

Santiago Safdie - February 17, 2023

92% of The Largest Tech Companies Worldwide Have an Ongoing AI Project

Melisa Wrobel - February 16, 2023

Empowering Service Desk Agents with AI-Powered Response Suggestions

Brenda Gratas - February 16, 2023

Patch Windows Graphics Component Vulnerability (CVE-2023-21823)

Brenda Gratas - February 15, 2023

The Purple Team: Strengthening Your Organization's Cybersecurity Posture

Sophie Danby - February 15, 2023

What is IT Support? Definition, Scope, Benefits, and Tools

Brenda Gratas - February 14, 2023

50 ChatGPT Statistics and Facts You Need to Know

Celeste Mottesi - February 9, 2023

GPT-3 vs. BERT: Comparing the Two Most Popular Language Models

Jorge Farah - February 9, 2023

ChatSonic Review: The GPT3 Option for Content Creation

Celeste Mottesi - February 8, 2023

6 Uses of ChatGPT for Customer Service

Celeste Mottesi - February 6, 2023

ChatGPT vs. Jasper: A Comprehensive Comparison

Tuba Sarosh - February 6, 2023

Project Management for Non-Project Managers: Tips, Tricks, and Tools

Celeste Mottesi - February 3, 2023

The 5 Levels of IT Support: Leveraging Your Help Desk Support With Tiers 0 to 4

Melisa Wrobel - February 3, 2023

Multi-Site Support: 9 Tips to Manage Incoming Requests from Multiple Offices

Celeste Mottesi - February 2, 2023

What is ChatGPT? An Introduction to OpenAI's Conversational AI Model

Tuba Sarosh - February 2, 2023

15 Best (Free) Windows Utilities for SysAdmins

Celeste Mottesi - February 1, 2023

27 ChatGPT Alternatives for Your Business (And One Hidden Gem)

Melisa Wrobel - January 31, 2023

How to Obtain Customer Feedback – And What to do With it

Brenda Gratas - January 31, 2023

Top 9 Zabbix Alternatives in 2023: Find the Best Monitoring Tool

Brenda Gratas - January 27, 2023

Top 10 FileZilla Alternatives in 2023: Streamline Your File Transfers

Celeste Mottesi - January 26, 2023

PeopleCert Announces Need to Renew ITIL Certifications Every 3 Years

Melisa Wrobel - January 26, 2023

How to Automate Contract Expiration Reminders and Avoid Missing Deadlines

Celeste Mottesi - January 26, 2023

Jason Turner on How to do Call Quality Monitoring Right

Emiliano Pardo Saguier - January 26, 2023

The best IT Podcast: 18 options for IT Professionals (2023 Update)

Sophie Danby - January 25, 2023

Why and How to Set up a Tier 4 Help Desk

Melisa Wrobel - January 24, 2023

How to Build a CMDB: The ABC of a Successful CMDB Implementation

Tuba Sarosh - January 24, 2023

7 Windows Productivity Tips you Can't Live Without

Matt Beran - January 23, 2023

Patch iOS v12 Vulnerability (CVE-2022-42856)

Celeste Mottesi - January 23, 2023

InvGate Was Back at Pink23 Conference on IT Service Management

Melisa Wrobel - January 19, 2023

Non-IT Asset Inventory: How to Create it and Track Non-IT Assets

Sophie Danby - January 18, 2023

What Does Tier 3 Help Desk Do? Duties, Skills, and Examples

Brenda Gratas - January 17, 2023

What is Attack Surface Management? Definition, Scope, and Relevance

Melisa Wrobel - January 16, 2023

Support Assist: Machine Learning Capabilities to Help Service Desk Agents

Brenda Gratas - January 13, 2023

Patching Windows Ancillary Function Driver for WinSock Vulnerability (CVE-2023-21768)

Brenda Gratas - January 11, 2023

Best 10 TeamViewer Alternatives for Remote Access and Support in 2023

Brenda Gratas - January 11, 2023

Patch Windows ALPC Elevation of Privilege Vulnerability (CVE-2023-21674)

Tuba Sarosh - January 11, 2023

9 Ideas to Use ChatGPT for IT Support

Celeste Mottesi - January 10, 2023

9 Go-To SysAdmin Password Generators

Celeste Mottesi - January 5, 2023

Darren Rose's 10 Enterprise Service Management Implementation Tips

Sophie Danby - January 5, 2023

The Basics of Tier 2 Help Desk

Celeste Mottesi - January 4, 2023

5 Benefits of Combining IT Help Desk Software With Asset Management

Melisa Wrobel - January 3, 2023

What’s New with InvGate: January Updates

Celeste Mottesi - January 3, 2023

Excel for Asset Management: 10 Reasons to Ditch your Spreadsheet ASAP

Steve Manjaly - December 27, 2022

How to do Asset Management in the Mining Industry

Celeste Mottesi - December 26, 2022

HR Workflow Automation: 6 Common Workflows for Human Resources

Melisa Wrobel - December 23, 2022

Multiple SLA Policy: Creating SLAs for Different Help Desks

Sophie Danby - December 22, 2022

The Ultimate Guide to Tier 1 Help Desk: Functions, Responsibilities, and Examples

Steve Manjaly - December 21, 2022

IT Asset Manager Job Description: Duties, Skills, and Daily Activities

Brenda Gratas - December 19, 2022

Patching Windows SmartScreen Security Feature Bypass Vulnerability (CVE-2022-44698)

Sophie Danby - December 19, 2022

What is a Tier 0 Help Desk?

Brenda Gratas - December 16, 2022

Patching Citrix ADC and Gateway Vulnerability (CVE-2022-27518)

Melisa Wrobel - December 16, 2022

How to Connect On-Premise Services to ITAM Software Without Using a VPN

Anh Do - December 15, 2022

How to get into IT: 5 tips from industry expert Kevtech

Steve Manjaly - December 14, 2022

10 Ways to Do Proactive IT Asset Management

Anh Do - December 13, 2022

Katrina Macdermid on the Mindset Behind ITIL 4 Value Streams

Sophie Danby - December 12, 2022

2023 ITAM Trends: 12 Key Things to Keep in Mind for Next Year

Melisa Wrobel - December 7, 2022

How to Manage Employee Returning Equipment During an Offboarding Process

Sophie Danby - December 7, 2022

Top 10 ITSM Trends to Watch Out for in 2023

Brenda Gratas - December 7, 2022

What is TeamViewer? Remote Work Made Easy

Matt Beran - December 6, 2022

Patch Google Chrome With Vulnerability in its V8 Engine (CVE-2022-4262)

Matt Beran - December 6, 2022

2023: The Year of Personalized Support

Ariel Gesto - December 2, 2022

What Does the Future of Service Look Like?

Melisa Wrobel - December 1, 2022

What’s New with InvGate: December Updates

Anh Do - December 1, 2022

Greg Sanker on HR and IT Collaboration to Improve Employee Experience

Celeste Mottesi - November 30, 2022

The ABC of Employee Offboarding Automation

Melisa Wrobel - November 29, 2022

Asset Location Tracking: Keeping a Detailed Record of your Asset’s Placement

Melisa Wrobel - November 24, 2022

Building a Help Desk From Scratch: Everything you Need to Take Into Account Before Starting

Hernán Aranda - November 23, 2022

Should I Outsource my IT? Pros, Cons, and Things to Consider

Celeste Mottesi - November 23, 2022

The Basics of Asset Health Management

Celeste Mottesi - November 22, 2022

HR Automation: Benefits, Challenges, and Examples

Celeste Mottesi - November 22, 2022

Simone Jo Moore on How Flow Science Impacts Mental Health and Productivity

Melisa Wrobel - November 22, 2022

Integrating Microsoft Teams with your Help Desk: How to Do It, and Why It’s a Good Idea

Brenda Gratas - November 18, 2022

10-Step Plan for an Effective Data Center Migration

Santiago Safdie - November 18, 2022

The World Cup in the Home Office Era: How Will it Impact Productivity?

Pablo Vergne - November 18, 2022

What Does 2023 Look Like for InvGate Service Desk and Insight?

Celeste Mottesi - November 17, 2022

Phyllis Drucker's on How to Implement Shared Services: Expanding ITSM Beyond IT

Melisa Wrobel - November 17, 2022

How to Improve your Agents' Performance with an Internal Knowledge Base

Brenda Gratas - November 16, 2022

10 Best Wireshark Alternatives for Advanced Packet Analysis

Anh Do - November 16, 2022

Jon Leighton on How the Digital Employee Experience is Central to a People-First IT

Brenda Gratas - November 15, 2022

What is Enterprise Identity Management? Benefits and Best Practices

Liliana Gary - November 15, 2022

A Year in Review – And What’s in Store for InvGate in 2023

Jason Oriente - November 14, 2022

How to be an Effective IT Leader? 3 Principles to Nail it

Melisa Wrobel - November 14, 2022

Ticket Escalation: What is it And How to Automate it in Your Help Desk

Celeste Mottesi - November 11, 2022

Automated Employee Onboarding: What, Why, and How

Melisa Wrobel - November 11, 2022

Asset Health Rules: The Evolution of IT Asset Monitoring Alerts

Melisa Wrobel - November 10, 2022

Automated Asset Tracking: Why you Need it and How to Do it Right

InvGate - November 8, 2022

InvGate Service Desk Renews PinkVERIFY™ ITIL 4® Certification

Brenda Gratas - November 7, 2022

The 5 Industries Most Vulnerable to Cyber Attacks in 2023

Sophie Danby - November 7, 2022

IT Asset Management Certifications: The 7 Best ITAM Training Courses

Melisa Wrobel - November 4, 2022

Minimizing Agent Churn Rates with InvGate Service Desk

Sophie Danby - November 4, 2022

The Next ITSM Trend: 10 Sustainability Initiatives for Business in 2023

Melisa Wrobel - November 1, 2022

What’s New with InvGate: November Updates

Celeste Mottesi - November 1, 2022

The Top 10 Tech Books IT Leaders Are Reading Today

Sophie Danby - October 31, 2022

ITSM Statistics: The 2023 State of ITSM Process Adoption

Jorge Farah - October 30, 2022

The Most Recommended Chromebooks to Replace iPads in Your K12 District

Steve Manjaly - October 28, 2022

The Definitive ITSM Implementation Checklist [+Free Template]

Sophie Danby - October 27, 2022

Do We Still Need the Change Advisory Board? 15+ Industry Leaders Weigh In

Melisa Wrobel - October 25, 2022

Dashboards vs. Reports: How to Get the Most out of Your ITSM Reporting Tools

Matt Beran - October 25, 2022

Patching iPad Zero-Day CVE-2022-42827

Brenda Gratas - October 25, 2022

What is the Difference Between Assessment and Audit?

Melisa Wrobel - October 20, 2022

How to Use QR Codes for Asset Management and Tracking

Celeste Mottesi - October 20, 2022

U.S. Agencies Must Create their Software Asset Inventory in 90 Days – Here's How to Automate it

Brenda Gratas - October 19, 2022

Patch Microsoft Exchange Server Remote Code Execution Vulnerability (CVE-2021-42321)

Celeste Mottesi - October 19, 2022

InvGate, at HDI's Annual Conference of Leadership Excellence

Sophie Danby - October 19, 2022

11 IT Skills in Demand for 2025

Melisa Wrobel - October 18, 2022

How to Streamline Contract Lifecycle Management

Brenda Gratas - October 17, 2022

Patch Windows COM+ Event System Service Vulnerability (CVE-2022-41033)

Brenda Gratas - October 14, 2022

Patching vm2 Sandbox Vulnerability (CVE-2022-36067)

Melisa Wrobel - October 14, 2022

How to Get a Unified IT Asset Inventory in 24 Hours

Celeste Mottesi - October 14, 2022

ITSM Tools Comparison: Top 5 Service Desk Software Alternatives

Brenda Gratas - October 13, 2022

Patch Windows AppX Installer Spoofing Vulnerability (CVE-2021-43890)

Melisa Wrobel - October 13, 2022

How to Track Asset Relocation: A Step-by-Step Guide

Stephen Mann - October 13, 2022

ITIL Certification: Everything You Need to Know to Get Yours in 2023

Melisa Wrobel - October 12, 2022

5 Zapier Integrations you Need to Boost your Service Desk Experience in 2023

Sophie Danby - October 12, 2022

ITIL Priority Matrix: How to Use it for Incident, Problem, Service Request, and Change Management

Brenda Gratas - October 6, 2022

Patching Veeam RCE Vulnerability (CVE-2022-26500)

Brenda Gratas - October 5, 2022

Patch Windows Elevation of Privilege Vulnerability (CVE-2021-36934)

Brenda Gratas - October 4, 2022

Patch Microsoft Exchange Server Elevation of Privilege Vulnerability (CVE-2022-41040)

Kimberly Yánez - October 4, 2022

Organizing Support with an Email Ticketing System

Celeste Mottesi - October 3, 2022

NIST Cybersecurity Framework: Core Functions, Implementation Tiers, and Profiles

Brenda Gratas - September 30, 2022

Patching iOS and macOS Zero-Day Vulnerability (CVE-2022-22620)

InvGate - September 28, 2022

Case Study: Improving NPS Indicators with Audit-Ready Processes for Lending Institution

Brenda Gratas - September 28, 2022

Patching macOS/iOS Zero-Day Vulnerability (CVE-2022-32917)

InvGate - September 27, 2022

Introducing Software Metering to InvGate Insight

Celeste Mottesi - September 27, 2022

How to Leverage Software to Improve Customer Service Efficiency

Brenda Gratas - September 26, 2022

Patch Cisco ASA and FTD Proof of Concept Vulnerability (CVE-2020-3580)

Kimberly Yánez - September 26, 2022

People-First Culture is Here: Enterprises Looking to Build Out Experience Management Programs