InvGate Blog

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 2020 a year of unprecedented workplace change. Changes that in turn impacted the role and business needs of IT service management (ITSM) and the IT service desk in particular.  

Topics: IT Service Desk

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 impact of the COVID-19 crisis, many will need to make significant cost savings across all elements of business operations, including the IT service desk. To help your organization to deal with this need, this blog looks at how best to provide the necessary IT support for the new normal in the face of business-wide cost-saving initiatives and budget cuts.

Topics: IT Service Desk, Budget

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 is your IT service desk providing what’s needed of it in 2020?” Especially as we all get to grips with the “new normal,” post-COVID-19-crisis. To help you better understand the needs of modern IT service desk tools and operations, this blog answers five key IT service desk questions.

Topics: IT Service Desk

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 overnight, one of the best things you can do is stay connected and relevant in a large variety of scenarios. Enter: integrations. As such, we’re pleased to announce our latest integration with Okta, one of the strongest identity management services on the market. 

Topics: Integrations, Security, IT Service Desk

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