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Brenda Gratas

Brenda is the IT Content Writer at InvGate. She is a journalist and content creator with programming skills. She has worked as a columnist and news producer at radio stations, written about entertainment, and created audiovisual content for social media. When she’s not writing, she’s working out at the gym or running along the coast.
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SysAid vs. Cherwell Service Management

SysAid vs. Cherwell Service Management: Which is the right choice for your IT Service Management (ITSM) needs? With a variety of options available in the ITSM field, finding the perfect ...

An Introduction to Jamf: Streamlining Apple Device Management

If you work with Apple devices, you may have heard of Jamf, a leading...

Agent Utilization Definition, Formula, and Importance

Want to know how to make your help desk agents work harder, better, and...

NinjaOne vs. SummitAI Asset Management

In the dynamic IT Asset Management (ITAM) landscape, choosing the right...

SymphonyAI Summit Service Management vs. TeamDynamix

Are you facing a pivotal decision between SymphonyAI Summit Service...

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

Name one person you know who has never contacted a company's support....

NinjaOne vs. Snipe-IT

In the ever-evolving IT Asset Management (ITAM) space, the choices you...

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

You only get one chance at a first impression. And in customer service,...

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

The Cost per Ticket metric (CPT) is the key to unlocking service desk...

Understanding the Escalation Rate KPI to Improve Ticket Management

A ticket has its own lifecycle, and understanding each stage is crucial to...
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