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Building Greater Resilience into Your IT Service Desk

I think we can all agree that 2020 was a rough year for nigh on everyone. We had the global pandemic and, depending on where you live in the world, potentially multiple lockdowns and a huge toll on the health of your organization’s employees and their families. Now there are vaccines and the hope that sometime soon the world can go back to something approximating normal. Importantly, in a way ...

4 Key IT Service Desk Trends for 2021

Goodbye 2020 and hello 2021. Let’s hope that the new year brings with it better times for us all, both socially and at work. In terms of the latter, the wide scale impact of the global pandemic made ...

7 Ways to Meet New-Normal IT Service Desk Budget Cuts

The COVID-19 pandemic has changed the world. Hundreds of thousands of people have died. Whole countries were locked down. Millions lost their jobs. And now, as businesses try to recover from the ...

5 Key Questions for Your IT Service Desk

You’ve probably had the same IT service management (ITSM), or IT service desk, tool and operations for a while. And there’s nothing wrong with this, apart from the “but.” With that “but” being “But ...

Okta and Service Desk SAML Integration

In an ever changing and evolving environment such as the software industry, staying current can be a difficult challenge. In the face of oblivion – which happens to many products that become useless ...

4 Key Ingredients When Creating a New IT Service Desk Capability

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 ...

Upping Your ITSM Game, How to Combine ITIL with COBIT and ISO 20000

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 ...

InvGate Service Desk 6.0: new UI, new way to work

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 ...

The 7 Deadly Sins of IT Service Management

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 ...

ITSM 101: 6 Tips on How to Run Your CAB Like A Boss

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 ...