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How to Persuade IT Management to Support Digital Transformation

Posted by InvGate on July 9, 2020 at 12:12 PM
In this post-COVID-19-crisis “new normal,” it might feel as though the whole world is gunning for digital transformation. But it’s not always the case for individuals, who may be loathe - for a variety of reasons - to work with even more automation. And how do we feel about digital transformation within IT? Ask any IT person what they worry about the most and, thanks to the anticipated additional workload, you’ll often hear “digital transformation” which is a shame. Because if used effectively, digital transformation can increase revenues and operational efficiency, eliminate functional silos, and improve the customer experience.   The “new normal” has opened the eyes of many to the need for digital transformation. But, if you still need help in getting people – especially IT management – onside with the need for digital transformation, then this blog is for you. 
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Topics: Digital Transformation

How to Cope with IT Equipment Struggles in the “New Normal”

Posted by InvGate on July 2, 2020 at 10:51 AM
Even as we progress in what is now the “new normal,” the impact of the COVID-19 crisis continues to challenge IT service desks around the globe. But what about the challenges of your end users? IT professionals are techies and engineers. We love our gadgets and having new toys to play with. The rest of the business? Not so much. Using smartphones or apps will be second nature to most IT professionals but it’s a completely different story for some of our colleagues. To help, this blog looks at ways to best manage the shift in working practices for employees and their potentially new technology needs in the “new normal.”  
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Topics: COVID-19

10 Habits That Will Improve Your ITIL Incident Management Practice

Posted by InvGate on June 24, 2020 at 2:50 PM
Incident management is one of the most visible aspects of IT operations. Everyone in your organization will no doubt have some form of IT issue, or need for new IT equipment or services, at some point. They will thus need to engage with your IT service desk. Now, in this post-COVID-19 crisis “new normal,” it’s important not to underestimate the importance of your IT service desk and the need for its processes and procedures to both minimize employee lost productivity and provide a professional and supportive impression of your IT organization. Especially for employees that continue to work remotely.  Need help with your IT support team’s handling of IT issues? If so, here are ten tips for getting the most out of your incident management practice.  
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Topics: Incident Management

Effective Queue Management in a Crisis

Posted by InvGate on June 17, 2020 at 1:55 PM
We think we can all agree that it’s not easy delivering the best IT support service to our colleagues at the moment. There’s a higher volume of tickets, a lack of people due to illness, social distancing, or self-isolation (with IT support staff remote working too), as well as limited equipment and delivery mechanisms. Plus, our customers are likely to feel differently, and isolated, when IT issues prevent them from doing the work they need to do while working at home.  It all means that keeping normal service levels going is a real challenge. To help, this blog explains how you can manage your queues effectively such that you and your team can better keep on top of the most important things.
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Topics: COVID-19

Where Are We with ITSM Tools Right Now?

Posted by InvGate on June 10, 2020 at 1:24 PM
The COVID-19 crisis has been a big challenge for most organizations, with the need for suitable technological capabilities – to enable the new ways of working – a significant part of the various solutions employed to address its impact. This in turn places a heavy reliance on an organization’s IT service management (ITSM) capabilities and the ITSM tool that enables them – especially for IT support. Of course, a big part of an IT service desk’s success is the people they employ and the processes they use. But the other factor that helps to lift an IT service desk from good to great is the use of a fit-for-purpose ITSM tool. And by “fit-for-purpose,” we don’t just mean that it offers all the required ITSM capabilities but that it delivers against all that the IT service desk needs – from the ease of use, through making changes (including upgrades), to the total cost of ownership (TCO).
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Topics: ITSM

Enterprise Service Management in These COVID-19 Times

Posted by InvGate on June 4, 2020 at 2:58 PM
The COVID-19 crisis has brought new ways of working to many employees, with them now confined to their homes. Likely using more technology – to get their work done – than ever. The crisis has also impacted how IT organizations work. In particular, being able to support the large increase in homeworkers. From the additional equipment and new IT solutions that have been required to the refocusing of IT support on the key employee issues such as the lack of connectivity impacting their productivity (while working from home). Plus, of course, your organization’s IT employees aren’t immune to the need to stay at, and work from, home either – with the ramifications this brings. 
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Topics: enterprise service management, COVID-19

Okta and Service Desk SAML Integration

Posted by InvGate on June 2, 2020 at 5:00 PM
In an ever changing and evolving environment such as the software industry, staying current can be a difficult challenge. In the face of oblivion – which happens to many products that become useless overnight, one of the best things you can do is stay connected and relevant in a large variety of scenarios. Enter: integrations. As such, we’re pleased to announce our latest integration with Okta, one of the strongest identity management services on the market. 
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Topics: Integrations, Security, IT Service Desk

How to Help Stressed IT Support Personnel

Posted by InvGate on May 28, 2020 at 4:57 PM
Service desk technicians and IT departments across the globe are under an unprecedented amount of strain due to the COVID-19 crisis. For instance, higher volumes of calls and longer days as a result, more demanding end users (who are unable to work at home because of technology issues), sick or absent colleagues making workloads harder to complete, and perhaps even homeworking themselves for the first time. All of which will undoubtedly harm their wellbeing and potentially even their mental health.   To help, with the potential issues here, this blog looks at ways to safeguard and better look after your IT support people. 
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Topics: COVID-19, mental health

COVID-19 Advice – How to Cope with Frustrated End Users

Posted by InvGate on May 27, 2020 at 5:04 AM
The COVID-19 crisis has changed the way that many employees work in a very short space of time. So, it’s no wonder that there are some frayed nerves out there. Employees are often having to adapt to working remotely, potentially with unfamiliar equipment and/or less-than-ideal workspaces. To help, this blog looks at ways to deal with frustrated end users and how best to help them effectively, efficiently, and with empathy.   
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Topics: COVID-19

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