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InvGate Blog

5 Questions to ask about Incident Categorization

Posted by InvGate on August 7, 2019 at 3:42 PM
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 customer satisfaction. To help, here are five questions for your IT service desk to ask itself when you’re reviewing your incident categorization approach.
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Topics: Help Desk, Incident Management, Major Incidents

5 Tips on How to Kickstart Problem Management

Posted by InvGate on February 6, 2019 at 9:03 AM
  Problem management is the IT service management (ITSM) process, or capability, that manages the removal recurring issues by ensuring that a long-term resolution is found. Done well, it will improve service levels and reduce costs because problem management facilitates the required root-cause analysis, identifies solutions (both interim and permanent), and works with other teams to ensure these solutions are delivered safely.
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Topics: Incident Management process, Incident Management, Request Management, problem management

ITSM 101: 5 Ways to Improve Your Major Incident Communications

Posted by InvGate on September 5, 2018 at 7:07 AM
The major incident management process can be one of the most important IT service management (ITSM) processes for an organization. A major incident can hurt business operations (and thus revenues). And when a major incident is handled badly it reflects negatively on your organization and will likely increase customer inquiries and complaints. In addition, it can cause issues for your frontline staff because, at best, they face an increased workload and at worst, team morale is damaged. This blog offers 5 ways in which to improve major incident communications and thus minimize the impact major incidents have on all affected.
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Topics: ITIL, Incident Management, Major Incidents

Panning for Golden Insights from the Historical Backlog

Posted by Pablo Vergne on March 14, 2018 at 12:02 PM
On the surface, determining the status of your service desk historical backlog seems easy. But the scenario becomes more complex when looking at historical data for the week, month, or year. InvGate defines a backlog as “an accumulation of jobs waiting to be solved or completed at any given time”, i.e., pending incidents and requests.
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Topics: Reporting, ticketing system, Help Desk Software, Incident Management, change management, data analytics

Service Desk: The Focal Point for Incident Management Process

Posted by InvGate on October 11, 2011 at 9:24 AM
Customer satisfaction should be at the core of all business objectives. In an aim to be competitive and ultimately succeed, IT-reliant businesses need to focus on knowing customers and giving them what they want to ultimately make them happy and keep them coming back. Because customer demands are changing with the times, the deployment of an IT management solution to meet client standards and expectations has become imperative – and service desk software should make it to the list.
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Topics: Service Desk, Incident Management

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