<img height="1" width="1" src="https://www.facebook.com/tr?id=529630970877304&amp;ev=PageView &amp;noscript=1">

InvGate Blog

Knowledge Management – New Additions and Features

Posted by Duilio Giordano Faillaci on July 16, 2020 at 8:08 AM
A while ago, I blogged about  some useful improvements to our InvGate Knowledge Base, and how they’d better help your organization. If you missed it, you can read about it here. But, long story short, our UI was enhanced and several new tools were implemented, such as adding comments to articles, easier configurations, and visualizing article metrics. Today, in continuation of these improvements I’m able to share with you a further round of upgrades to the InvGate  Knowledge Base. So buckle up, because this will be exciting.
Read More

Topics: knowledge base, knowledge management

Bringing your Knowledge Base to the Next Level

Posted by Duilio Giordano Faillaci on April 28, 2020 at 10:32 AM
If you’ve been using a Service Desk, I’m pretty sure you're well aware of what a Knowledge Base is and all the great benefits it provides. If you're not, then you’re missing out on one of the greatest tools available for your company – a tool which is especially helpful and important in light of the COVID-19 crisis.
Read More

Topics: knowledge base, COVID-19

How to Work Knowledge Management into Your IT Service Desk

Posted by InvGate on March 18, 2020 at 7:55 AM
Knowledge management is the practice that helps IT departments to capture, retain, and share knowledge across its teams. Used effectively it can upskill your IT service desk technicians, reduce incidents, improve response times, and up self-service uptake. It’s a corporate and IT service management (ITSM) capability that can seriously improve your IT support operations and outcomes.   To help, this blog explains how to best work knowledge management into your organization. 
Read More

Topics: knowledge base, knowledge management

10 Tips for Creating Better Knowledge Articles

Posted by InvGate on May 15, 2019 at 9:30 AM
Knowledge management is definitely one of the most underappreciated practices in IT service management (ITSM). Done well, it can upskill your IT service desk, build better relationships between support teams, and ultimately increase customer satisfaction (CSAT). If you want to get better at knowledge sharing in your organization, then here are ten tips for creating better knowledge articles. If you’re looking for tips for better knowledge management as a whole, then see this article here instead.
Read More

Topics: Service Desk, knowledge base, knowledge management

10 Tips for Knowledge Management Success

Posted by InvGate on March 20, 2019 at 1:25 PM
How long has your IT organization been struggling with knowledge management (or knowledge sharing)? If it seems like a never-ending sequence of knowledge-related initiatives to resurrect a knowledge base that no one seems to want to use, then maybe it’s time to take a step back to understand some of the things organizations that succeed with knowledge management do differently. So, here’s our 10 tips for knowledge management success based on those organizations.
Read More

Topics: Service Desk, knowledge base, knowledge management

ITSM 101: 5 Reasons Why IT Service Desk Knowledge Documentation Is Vital

Posted by InvGate on October 25, 2018 at 9:29 AM
Knowledge management is a capability that every IT department knows it should really be engaged in. However, it’s often something that works its way down to the bottom of the IT service desk to-do list. This probably happens because people are too busy “fighting fires” and the value of knowledge documentation is not seen immediately.
Read More

Topics: ITSM, knowledge base

Leverage Enterprise Service Management Benefits with Multi-Departmental Communication

Posted by InvGate on June 6, 2018 at 11:00 AM
While ITSM can be approached in many ways, its core objective is to structure the design, implementation and delivery of "services" to improve the efficiency of operations, mitigate risk, and facilitate strategic planning to support business needs. One way to do so, is by using Enterprise Service Management (ESM) technologies.
Read More

Topics: service desk solutions, ITSM, workflows, knowledge base, ESM, enterprise service management

Five Actions to Optimize IT Support Today

Posted by InvGate on March 28, 2018 at 11:59 AM
Most organizations approach IT support management somewhat reactively (think of the familiar phrase of “firefighting IT”). But in today’s world of increased expectations and instant gratification, it’s no longer enough for IT to simply fix something once it breaks. In order to stay ahead, IT support must take a proactive role in its delivery of IT services and support. Even though support management usually implies activities that involve an immediate response, it is possible to plan and manage services so that incidents are less frequent.
Read More

Topics: service desk, SLAs, user self service, backlog, knowledge base

Technology driven by customer needs

At InvGate our mission is to help our customers to help their customers, through capabilities designed to optimize IT service delivery and support.

 Explore Live Demo

Subscribe to Email Updates