InvGate Blog

It’s a new year. In fact, it’s a new decade. Perhaps, even the return of the “Roaring Twenties.” But what does 2020 hold for your IT service desk? Or, if you don’t quite know the answer to this question yet, here’s a selection of areas in which I believe IT service desks, including yours, should be investing in change during 2020 and beyond. Of course, not all of these will be relevant to your IT services desk, at least not immediately, but hopefully this blog will get you thinking about what might, and will need to, change in the next few years.  So, please read on for five of the key changes driving the future of IT service desks in 2020 and beyond. 

Topics: Service Desk

IT asset management (ITAM), software asset management (SAM), software license management (SLM), and software license optimization (SLO), are often looked at from one or, hopefully, two perspectives: 1. cost reduction (or optimization) and 2. improved governance, including compliance. However, there’s a third perspective which shouldn’t be overlooked – the insight that effective ITAM provides to help with other IT, and business, decisions and activities. This blog offers some examples of this, before showing the power of even simple ITAM activities and then offering 10 tips for getting started with ITAM quick wins.

Topics: ITAM

How’s your IT service desk faring? Hopefully it’s meeting all the agreed service level agreement (SLA) targets, your end users and customers are happy, and so are your service desk agents. Or maybe they’re not and you need to improve your operations, performance, and the perceptions that people have of the delivered IT support capabilities. Looking forward to IT support in 2019, the people who agreed with the former – that everything is great with their IT support capabilities – will still, in many ways, have the same challenges and opportunities as those who agreed with the latter. Odd, I know – with the key difference being that they might be better positioned to address them.

Topics: Service Desk, IT Service Desk, Employee Experience, AI, Artificial Intelligence

While IT help desk and IT service management (ITSM) tools have been available for 30 years or so, it still might surprise you that not every organization has invested in one yet. Of course, the majority have – from the largest of enterprise organizations to small-to-medium businesses (SMBs) – but there are still organizations that operate their IT support and other ITSM capabilities without the help of a fit-for-purpose tool. 

Topics: Help Desk Software, Service Desk, ITSM

Have you ever stopped to think about which of the many capabilities within your IT service management (ITSM) or IT service desk tool (or home-grown equivalent), and wider IT-management toolset are the most important for IT support? It’s pretty hard to do – to whittle everything you use down to a top 6 – and then the next question is: How does this map to the collective requirements of other IT organizations and their support capabilities. After all, most of us like to be vindicated in our choices.

Topics: ITSM