InvGate Blog

In another of our COVID stories that look at how customers are using InvGate solutions to help with the many challenges thrown up by the global pandemic, Apex America shares its experiences of enrolling in the InvGate COVID-19 response program. If the program is new to you, please click through to read more about how InvGate has stepped up to help organizations – whether they’re customers or not, and no matter where they are in the world – to deal with the many challenges that the global pandemic has thrust upon them. 

Topics: COVID-19

Running an IT service desk can feel like an exercise in crisis management at the best of times. So, dealing with the day job plus a global pandemic is no one's idea of fun. But we are where we are. So, let’s have a look at our ten tips below to lift your IT service desk to the top of its game during these difficult times and to help your IT department to keep going until things start getting better.

Topics: COVID-19

Makers, assemble! Bilbao Makers supports a Spanish community of 3D printer owners in manufacturing PPE and respirator parts for pandemic response. We're happy to share that since we released our COVID-19 response program two weeks ago, over one hundred organizations have requested to take part in it. In the upcoming days or weeks (or months? It's hard to tell anymore...) we’ll be sharing some of their stories in our blog. We're starting today with Bilbao Makers, a community of 3D printer enthusiasts in Euskadi (Basque Country, Spain).

Topics: COVID-19

One of the hottest IT service management (ITSM) trends right now is employee experience. But what does this mean for your IT service desk? Especially in light of the COVID-19 crisis, where employees might be working remotely and/or under different kinds of work pressures. Where it’s more important than ever to help up employee productivity, with employee experience playing an important role – and your IT service desk therefore needs to understand its importance. From what employee experience is in your organization’s context, to what needs to be done. However, while there are lots of fancy definitions out there as to what employee experience is there’s not so much in terms of practical help. This blog aims to redress this, with our answers to a number of common employee-experience

Topics: Service Desk, Employee Experience

Metrics – or, more specifically, getting the right metrics – seems to be a constant challenge for IT service desks around the world. Of course, there are various lists of best practice IT service desk metrics to copy. But, in some ways, this is part of the issue. It’s similar to using another organization’s RFP requirements in choosing a new IT service management (ITSM) tool – what you have is not tailored to the uniqueness of your organization. And, consequently, the results aren’t what you expected (and needed). 

Topics: Service Desk, Metrics

Please find below a message from our CEO in light of the global COVID-19 pandemic. Dear friends, customers, readers, COVID-19 is having an unprecedented impact on people and organizations worldwide. It's hard to fully grasp the impact of this crisis at this point in time, but it seems safe to assume that it will go down in the history books as a major event – a moment when every single person in the world was impacted in some way. More than ever, this is a time for all of us to work together and support each other so that we can get through the challenges ahead.

Topics: Service Desk, COVID-19

Note: This is part of a larger InvGate COVID-19 response program. You can read all about it in the announcement here. In particular, existing InvGate customers or organizations working directly on pandemic response for COVID-19 have more specific programs available.

Topics: Service Desk, COVID-19

Knowledge management is the practice that helps IT departments to capture, retain, and share knowledge across its teams. Used effectively it can upskill your IT service desk technicians, reduce incidents, improve response times, and up self-service uptake. It’s a corporate and IT service management (ITSM) capability that can seriously improve your IT support operations and outcomes.   To help, this blog explains how to best work knowledge management into your organization. 

Topics: knowledge base, knowledge management

Some IT organizations are still struggling to get their end users – the employees of their organization – to use the provided IT self-service capabilities. In a Service Desk Institute (SDI) survey-based report called “Realizing ROI from Self-Service Technologies” it was found that: “The increase in the adoption of self-service tools is undoubtedly due to the range of associated benefits … reduced support costs, increased customer satisfaction, and around-the-clock support channel. However, the number of organizations that have realized these benefits and have achieved the anticipated return on investment (ROI) are few, less than 12% ...” With this worrying self-service statistic approaching its third birthday, this blog asks five key questions on the current and continued success of IT self-service capabilities.

Topics: Self-service