InvGate Blog

If your IT organization doesn't currently have an IT service desk capability but would like one, then there are three vital ingredients you’ll need: the right people, the right processes (or “practices” if you’ve already swotted up on ITIL 4), and the right technology. Of course, there’s more that’s needed, such as a vision and strategy for the service desk capability. And a performance measurement system – plus, funding!

Topics: IT Service Desk

DevOps, Agile, ITIL, COBIT and what about those ISOs? There can be a lot of confusion in the IT service management (ITSM) best practice world. But here’s the thing – ITIL, COBIT, and ISO/IEC 20000 all complement each other. So, it’s not a zero-sum game. Used well, the three approaches can be blended together to give a real boost to your service and support customer experience. To help, here are three tips on combining ITIL, COBIT, and ISO 20000 that will help to improve your ITSM practices.

Topics: ITSM, COBIT, IT Service Desk

We’re very happy to introduce InvGate Service Desk 6.0, a version that features a totally renewed interface to continue making your life at work easier (and more organized). The goal we set ourselves was to improve the experience of all those who use InvGate as their main work tool: Agents, Managers, and Administrators now have more visibility on pending tasks with the option  to operate them in a simplified way, all from the same screen. The star of this major redesign is the "My work" section, where the technical users spend most of their time organizing their day to day. Keep reading to learn about all the changes and improvements that this new interface brings.

Topics: service desk, Service Desk Software, service desk software features, IT Service Desk, InvGate Service Desk

Working in IT is amazing! We get to save the world multiple times every day, play with sparkly new technology, and engage with our awesome end users (or customers). Sometimes though, we can get so caught up in doing what we think is the best thing to do, when actually we’ve gotten sidetracked or are missing out on the most effective way of restoring service. This blog looks at seven deadly sins of IT service management (ITSM) as well as how best to avoid or correct them.

Topics: ITSM, IT Service Desk, CAB, problem management, knowledge management

The change advisory board (CAB) can be one of the most important and useful meetings a service-oriented IT organization holds. It sets out a view of what’s happening to key services over the next week (or longer depending on its frequency and timeframe), confirms the impact to the business, reviews previous change activity, and looks at continual service improvement (CSI).

Topics: ITIL, ITSM, change management, IT Service Desk, CAB

We continue to expand the range of InvGate Service Desk features because we want to keep making your life at work easier. Today we’re pleased to tell you that as of version 5.7.14.0, we’ve made available a Zapier integration. This is a web service that facilitates the interaction of your help desk with more than a thousand apps!

Topics: Service Desk, IT Service Desk, InvGate Service, InvGate Service Desk

 So, you want to set in motion a number of improvement activities that will help to take your IT service desk forward in 2019 – but what should you do? It’s easy to think that a new IT service management (ITSM) tool is the answer, but before you run to do this (and you might be surprised that we’re saying this) there are other things to consider first. Here are our 10 tips for achieving greater IT service desk success in 2019.

Topics: Service Desk, IT Service Desk

How’s your IT service desk faring? Hopefully it’s meeting all the agreed service level agreement (SLA) targets, your end users and customers are happy, and so are your service desk agents. Or maybe they’re not and you need to improve your operations, performance, and the perceptions that people have of the delivered IT support capabilities. Looking forward to IT support in 2019, the people who agreed with the former – that everything is great with their IT support capabilities – will still, in many ways, have the same challenges and opportunities as those who agreed with the latter. Odd, I know – with the key difference being that they might be better positioned to address them.

Topics: Service Desk, IT Service Desk, Employee Experience, AI, Artificial Intelligence