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Agent Utilization Definition, Formula, and Importance

Want to know how to make your help desk agents work harder, better, and faster? Then you need to see the power of Agent Utilization and how it can take your work from zero to hero.

First Contact Resolution (FCR): What is it and How to Improve it?

Name one person you know who has never contacted a company's support....

What is Software Deployment? Definition, Scope, and Best Practices

Software deployment is a central task for IT teams in organizations of all...

7 Ideas to Optimize First Response Time (FRT) And Keep Users Happy

You only get one chance at a first impression. And in customer service,...

What is Ticket Routing And How to Automate it

When it comes to Service Management, ticket routing is a key step to...

What’s Your Service Desk’s Cost Per Ticket – And How to Reduce it?

The Cost per Ticket metric (CPT) is the key to unlocking service desk...

How to Develop an Asset Inventory for ISO 27001

ISO 27001 states the necessary conditions that must be followed in order...

How to Calculate the Total Cost of Ownership (TCO)? Definition and Examples

Total Cost of Ownership (TCO) often comes up when talking about IT...

Gamification in IT: Everything you Need to Know to Boost Service Desk Gamification

We hear a lot about gamification in IT, but it can sometimes be unclear...

9 Must-have Features of Asset Management Systems Used in Education

Asset Management systems used in education often demand more detail than...

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