InvGate Blog

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

The COVID-19 crisis has brought new ways of working to many employees, with them now confined to their homes. Likely using more technology – to get their work done – than ever. The crisis has also impacted how IT organizations work. In particular, being able to support the large increase in homeworkers. From the additional equipment and new IT solutions that have been required to the refocusing of IT support on the key employee issues such as the lack of connectivity impacting their productivity (while working from home). Plus, of course, your organization’s IT employees aren’t immune to the need to stay at, and work from, home either – with the ramifications this brings. 

Topics: enterprise service management, COVID-19

At InvGate, our mission is to provide great service with every interaction, be it with our Sales, Support, or Customer Success teams. In fact, the kindness of our people is one of the positive aspects our customers always highlight in reviews. After all, customer satisfaction is a measure of how our products meet or surpass expectations, so we take it very seriously.

Topics: customer service, user self service, enterprise service management, Self-service

More and more organizations are appreciating that what they currently use for IT service management (ITSM) is also applicable to other business functions such as human resources (HR), facilities, legal, security operations, and even external customer service. And that it’s not just the use of the corporate ITSM tool by these other business functions. To help your organization to get started with enterprise service management, here are our 10 tips – starting with a definition.

Topics: enterprise service management

With the creation of IT service management (ITSM) capabilities, you’ll find that role types are an important aspect to include; because, after all, you can’t get anything done without the right people (and with those right people knowing exactly what they should and shouldn’t be doing). To help, ITIL offers up a number of generic role types that are then applicable across its various ITSM processes (or capabilities) – where these are then specific, rather than generic, roles, i.e. the generic roles become specific when attached to a certain ITIL process such as incident management.

Topics: ITIL, ITSM, enterprise service management

There’s a lot of interest in enterprise service management (ESM) – the use of IT service management (ITSM) principles, best practices, and technology to help other business functions to improve their operations and results across quality, speed, and cost. But there’s probably even more interest – and this time not just in IT – for digital transformation. Particularly because other business functions such as human resources (HR) professionals, say, are reading and hearing about the need to digitally transform their back-office operations (and will probably have no idea what enterprise service management is).

Topics: enterprise service management, Digital Transformation

If you follow Twitter and read blogs about IT service management (ITSM), as I do, you will probably have read lots of complaints about ITIL. And yet most of the IT organizations that I work with use it as the basis for how they run IT, and it seems to work very well for them. So why are there so many complaints? Well, when I read the complaints, they almost always seem to be based on a distorted view of what ITIL is, or what it says you should do. So, before you complain too, think about my first five examples of ways that people misuse or misconstrue ITIL.

Topics: ITIL, Service Desk, ITSM, enterprise service management, Request Management

While ITSM can be approached in many ways, its core objective is to structure the design, implementation and delivery of "services" to improve the efficiency of operations, mitigate risk, and facilitate strategic planning to support business needs. One way to do so, is by using Enterprise Service Management (ESM) technologies.

Topics: service desk solutions, ITSM, workflows, knowledge base, ESM, enterprise service management