Matt Beran - April 21, 2022 - 5 min read
Getting started with a new ITSM tool can be intimidating - but migrating from one service desk tool to another is likely much more complicated. Over time, there’s so much data, not only from your tickets but also your knowledge base, users, and so ...
InvGate - August 3, 2020 - 4 min read
"Choosing the right Help Desk software for your organization isn't easy."If you are considering an upgrade to your existing Help Desk software to offer improved IT support, or are simply looking to ...
InvGate - February 20, 2020 - 3 min read
Customer satisfaction is something that no value-driven service provider organization should disregard. For IT departments, it acts as a sense check for how your IT help desk is delivering against ...
InvGate - September 26, 2019 - 4 min read
Aged tickets hurt IT service desks and their parent organizations. From the business’ perspective, employees struggling for much longer than is acceptable and potentially losing productivity. From an ...
InvGate - September 19, 2019 - 4 min read
Let’s face it. We’ve all been there. Attending a service review with a customer only to be faced with an incident or request that should have been sorted out months (if not years) ago. Such “aged ...
Sabrina Pagnotta - September 12, 2019 - 4 min read
As you might know, we’ve recently launched a major release for InvGate Service Desk 6.0, featuring a whole new UI for improved organization and tracking of help desk activities. But the ball keeps ...
InvGate - August 7, 2019 - 3 min read
Incident management is front and center of your IT service provider offering. Done well, effective triaging can speed up incident resolution times, make life easier for technicians, and improve ...
InvGate - April 17, 2019 - 5 min read
In our opinion, the IT help desk is one the most important functions you can have in any service-oriented organization. Having a help desk in place means that there’s a single point of contact for ...
InvGate - January 23, 2019 - 3 min read
So, you’re about to take your ITIL Foundation Certification exam and can’t wait to get the new qualification. However, if you’re like us, it might have been quite a while since you last took an exam, ...
Sabrina Pagnotta - September 26, 2018 - 3 min read
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 ...