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InvGate Blog

5 IT Service Desk Reporting Tips (+ 5 Top Metrics to Consider)

Posted by InvGate on November 28, 2018 at 9:55 AM
IT service desk reporting is an essential IT service management (ITSM) practice, which can help to identify troublesome processes, training requirements, customer satisfaction, and more. Most IT service desk managers understand this and make the time for reporting, but often the reports produced aren't as effective as they could be. So, if you’re spending significant time creating performance reports that aren’t being read or acted upon by your department, then it would be wise to look at what your reports contain and how the important messages are delivered. Ultimately, do they hit the mark – and help the reader – or do they sadly hinder more than they help?
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Topics: Business Analytics, Service Desk, ITSM, KPIs, Analytics

5 reasons why you should use Time Tracking

Posted by Sabrina Pagnotta on September 26, 2018 at 10:19 AM
Having visibility into the work of the support team and how internal service orders are managed is one of the main purposes of a help desk. We all want to know who did what, at what time, and how long it took, to have an accurate picture and be able to make smart decisions based on data. The Time Tracking feature of InvGate Service Desk enables you to know all of that and, in addition, provides you with enhanced budget control and forecasting capabilities.
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Topics: Business Analytics, Help Desk, Time Tracking, data analytics, Technical Support, Request Management

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