InvGate Blog

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 point. They will thus need to engage with your IT service desk. Now, in this post-COVID-19 crisis “new normal,” it’s important not to underestimate the importance of your IT service desk and the need for its processes and procedures to both minimize employee lost productivity and provide a professional and supportive impression of your IT organization. Especially for employees that continue to work remotely.  Need help with your IT support team’s handling of IT issues? If so, here are ten tips for getting the most out of your incident management practice.  

Topics: Incident Management

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.

Topics: Help Desk, Incident Management, Major Incidents

  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.

Topics: Incident Management process, Incident Management, Request Management, problem management

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.

Topics: ITIL, Incident Management, Major Incidents

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.

Topics: Reporting, ticketing system, Help Desk Software, Incident Management, change management, data analytics

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.

Topics: Service Desk, Incident Management