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High Availability vs Disaster Recovery: What's the Difference?

Continual service delivery is key to a great customer experience and to building a good reputation. Service interruptions - besides affecting the customer experience - can be costly to the business. In a 2025 survey, 25% of respondents said that the ...

Your Guide to Picking the Best Incident Management Software

“Expect the best but prepare for the worst” is more than a cliché; it's solid operational advice. And that’s why the incident management software you choose will spell the difference between things ...

List of Potential Incident Management Issues

Incident management is the process followed by the area of IT service management to respond to a service disruption, in order to restore it to normal as quickly as possible, minimizing the negative ...

Conflict Management and the Major Incident Management Process

Major incidents are, by their very nature, stressful and intense. The ITIL 4 definition of a major incident is:  “An incident with significant business impact, requiring an immediate coordinated ...

Incident Ticket vs. Problem Ticket: What's the Difference?

It is very common for outsiders to the world of IT (or at least people who aren't familiar with the ITIL framework) to think of "incidents" and "problems" as synonyms. You can’t really blame them, as ...

Metrics for Problem and Incident Report Managers

Many IT professionals are familiar with the popular metrics and measures of IT operational success. Such metrics as Customer Satisfaction, Average Handle Time and First Contact Resolution are ...

10 Habits That Will Improve Your ITIL Incident Management Practice

Incident management is one of the most visible aspects of IT operations. Everyone in your organization will no doubt have some form of IT issue, or need for new IT equipment or services, at some ...

5 Questions to ask about Incident Categorization

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 ...

5 Tips on How to Kickstart Problem Management

  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 ...

ITSM 101: 5 Ways to Improve Your Major Incident Communications

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). ...
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