InvGate Blog

While the worst part of the COVID-19 crisis might be behind us, “we’re not out of the woods yet.” Most organizations are trying to adapt to the “new normal” – even though the new normal has yet to fully materialize yet – and we’re still living and working in the shadow of a potential second wave. Even if localized rather than national. In many ways, your IT service desk is in a position of rebuilding for this new normal. Both rebuilding how it delivers service and support to the parent organization and supporting that organization as it rebuilds itself too. As part of this rebuilding effort, it’s important to understand what will need to change – with a big part of this influenced by the challenges that your IT service desk, and the wider organization, will come across through the rest of 2020 and perhaps into 2021 too. To help, this blog considers six of the key challenges that your IT support organization is likely to face.

Topics: Service Desk, COVID-19, new normal

The COVID-19 pandemic has changed the world. Hundreds of thousands of people have died. Whole countries were locked down. Millions lost their jobs. And now, as businesses try to recover from the impact of the COVID-19 crisis, many will need to make significant cost savings across all elements of business operations, including the IT service desk. To help your organization to deal with this need, this blog looks at how best to provide the necessary IT support for the new normal in the face of business-wide cost-saving initiatives and budget cuts.

Topics: IT Service Desk, Budget

Your IT department and IT service desk likely performed miracles during the early part of the COVID-19 crisis. Both setting up and then supporting a predominantly office-based workforce as homeworkers such that your business could continue to operate. Hopefully, you all received the business recognition you deserved too. However, your role in the pandemic is still far from over – as your business starts to bring employees back into the workplace there are many parts for IT to play.

Topics: IT support, COVID-19, Pandemic

Post-COVID-19 crisis, we – as a society – have a long way to go still but, despite the pain of the first half of 2020, there was a lot to celebrate and to learn from for corporate IT organizations. Hopefully, your IT organization and IT service management (ITSM) personnel have reflected upon what were probably miserable times on a day-to-day basis to see just how many challenges they responded to. It’s good to call out these successes. But it’s perhaps even more important to understand the learnings and to build on them as we all go forward into what will be the “new normal” for IT service delivery and support. To help, this blog calls out some of the key challenges faced by IT organizations, offering a key piece of learning for each.

Topics: ITSM, COVID-19

One of the few good things that has come out of the COVID-19 crisis is that it has helped to accelerate digital transformation within organizations. Whether it be new products and services that exploit technology and data. Whether it be improved customer engagement mechanisms that again leverage technology and data. Or whether it be improved back-office operations that replace the antiquated, ad hoc, manual processes employed by other business functions. This blog looks at the latter of these digital transformation elements – back-office digital transformation or what the IT service management (ITSM) community has called “enterprise service management” for the last decade.

Topics: enterprise service management

IT asset management (ITAM) is an IT management practice that sadly doesn’t always get the attention it deserves. When the COVID-19 crisis hit us, IT departments across the globe scrambled to react, overtime was authorized, and hopefully automation was introduced and self-service was promoted. But now that we’re returning to normal (or something like it), ITAM is a corporate capability that will make the difference – from “keeping the lights on” to significantly improving employee experience by supporting flexible working, increasing resilience, and reducing risk. To help you to appreciate the value of ITAM, this blog looks at how it could play an important part in supporting your IT organization’s operations and outcomes in the new normal.

Topics: ITAM

Much was written about the impact of the COVID-19 crisis on IT service management (ITSM) and IT support, and rightly so. Now, as we return to some semblance of normality - what many are calling the “new normal” - there’s still a need to consider what else either has or will need to change to reflect new ways of working and new expectations of IT organizations and the technology-enabled services they provide.

Topics: change management, Change Enablement

The COVID-19 crisis has changed the way we live, work, and interact with each other. Remote working has become the norm for many, and chances are that all your meetings are now over Zoom, Teams, or WebEx rather than being face-to-face. As we continue to look at IT service management (ITSM) and IT support best practice in a changing landscape, this blog looks at how to adapt your IT support model to support the emerging “new normal.”

Topics: IT support

You’ve probably had the same IT service management (ITSM), or IT service desk, tool and operations for a while. And there’s nothing wrong with this, apart from the “but.” With that “but” being “But is your IT service desk providing what’s needed of it in 2020?” Especially as we all get to grips with the “new normal,” post-COVID-19-crisis. To help you better understand the needs of modern IT service desk tools and operations, this blog answers five key IT service desk questions.

Topics: IT Service Desk