InvGate Blog

IT asset management (ITAM) is a key organizational capability for any organization in meeting its legal, regulatory, and financial obligations. From software license compliance to the effective financial stewardship related to IT asset spend. This said, it can be difficult to get senior executive backing for any new ITAM initiative and the related spend. To help, this blog looks at three key ways to get your management team to support and actively champion ITAM.

Topics: IT Asset Management

Harmony Public Schools, a system of public charter schools in the United States, faced the challenge of routing requests by customer location, in order to provide quality support in its 58 schools around Texas. Their previous tool didn’t have enough functionality nor flexibility, so they started looking for a new solution. After trialing 12 help desk tools, they chose InvGate Service Desk - and here are all the reasons why.

Topics: Service Desk Software, Help Desk, Help Desk Software, Service Desk

Welcome back! We hope you enjoyed our first blog outlining the key changes in ITIL. Following on from that part 2 takes a deeper look under the hood of ITIL to help you to better understand the new practices in the framework, and the increased focus on automation, business analysis, and governance. So, please read on to find out more about ITIL 4 and its new features.

Topics: ITIL

Have you ever stated that you run your IT department “like a business”? If you have, then you’re not alone. Especially after the 2008 financial crisis when most IT departments were tasked with “doing more with less” and cost-cutting and improved efficiency became the order of the day. But, jumping back to this blog’s opening sentence, if you’ve previously stated that your IT department is “run like a business,” do you really have fit-for-purpose IT financial management capabilities? For example, perhaps knowing how much individual IT services costs and how they deliver value to the organization. This blog looks at what IT financial management is and why it’s important.

Topics: IT Financial Management

DevOps, Agile, ITIL, COBIT and what about those ISOs? There can be a lot of confusion in the IT service management (ITSM) best practice world. But here’s the thing – ITIL, COBIT, and ISO/IEC 20000 all complement each other. So, it’s not a zero-sum game. Used well, the three approaches can be blended together to give a real boost to your service and support customer experience. To help, here are three tips on combining ITIL, COBIT, and ISO 20000 that will help to improve your ITSM practices.

Topics: ITSM, COBIT, IT Service Desk

It’s never fun dealing with complaints and customer escalations, especially when things get heated or contentious. But it definitely helps if you employ a consistent approach that ups the likelihood of your complaint-handling success. Here are ten tips to help you handle your angry customers.  

Topics: IT support

Let’s face it. Everyone loves a superhero. The Avengers, Batman, even Mighty Mouse (or is this just me showing my age?). IT departments are generally sources of heroes – our IT heroes. We all know that one person who seems to singlehandedly save the world (or at least the business) day-in-day-out. That person who knows everything about the business and its systems and who isn’t fazed by anything.

Topics: IT support