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How to Achieve Enterprise Service Management Success? Industry Leaders Weigh In

Enterprise service management - whether in its pure form or supporting digital transformation strategies - is still one of the hottest IT service management (ITSM) or service management trends. Two-thirds of organizations have started to adopt ...

Service Desk KPI: Defining IT Agent Performance

  A key performance indicator, or KPI, is a metric (of your designation) that will help you determine whether your help desk is working correctly or if it could use a tune-up. KPIs are important ...

Service Desk Performance Benchmarks and Their Ultimate Value

So you’ve got your service desk up and running. But how do you know that it’s running the way it’s supposed to be? Service desk performance is measured across many domains, so it’s not always ...

CMDB Definition: A No-Nonsense Guide

A CMDB is part of any proper IT Asset Management tool. But why is it so important? Simply put, it’s because as the size of your network increases, making sure that you keep track of every element ...

ITSM Automation: Let Humans Be Humans

As ITSM thought leader and consultant Doug Tedder has said, “Automate the obvious.” So what’s obvious? We shouldn’t have to think very long…

Creating the Business Case for ITSM Tool Consolidation

If you read our earlier blog “The Common Issues with Operating Multiple IT Service Desk Tools,” then you’re hopefully better aware of all the issues caused by running multiple service desk tools and ...

The Common Issues With Operating Multiple Service Desk Tools

Does your organization operate multiple IT service desk tools? Perhaps as a result of merger and acquisition activity. Perhaps because different IT teams have made their own decisions about what best ...

Key Benefits & Risks of the Digital Workplace

The COVID-19 pandemic has completely transformed all of our perceptions of what defines a workplace. It’s not a place where you go every day; waking up every morning, catching the bus, reaching the ...

8 Trends for the IT Service Desk in 2022

The corporate IT service desk is presently in a “perfect storm” for change, or, more precisely, in the “perfect storm” for the need to change. So much has happened that both adds pressure and offers ...

Best Practices for IT Asset Discovery and Inventory Management

Keeping your IT assets organized and properly managed is an integral practice for long-term success. And, if you’ve been staying up-to-date with the latest IT Asset Management trends, you know that ...
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