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InvGate Blog

5 Tips on How to Kickstart Problem Management

Posted by InvGate on February 6, 2019 at 9:03 AM
  Problem management is the IT service management (ITSM) process, or capability, that manages the removal recurring issues by ensuring that a long-term resolution is found. Done well, it will improve service levels and reduce costs because problem management facilitates the required root-cause analysis, identifies solutions (both interim and permanent), and works with other teams to ensure these solutions are delivered safely.
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Topics: Incident Management process, Incident Management, Request Management, problem management

ITSM 101: 5 Ways People Misuse ITIL

Posted by Stuart Rance on October 3, 2018 at 9:09 AM
If you follow Twitter and read blogs about IT service management (ITSM), as I do, you will probably have read lots of complaints about ITIL. And yet most of the IT organizations that I work with use it as the basis for how they run IT, and it seems to work very well for them. So why are there so many complaints? Well, when I read the complaints, they almost always seem to be based on a distorted view of what ITIL is, or what it says you should do. So, before you complain too, think about my first five examples of ways that people misuse or misconstrue ITIL.
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Topics: ITIL, Service Desk, ITSM, enterprise service management, Request Management

5 reasons why you should use Time Tracking

Posted by Sabrina Pagnotta on September 26, 2018 at 10:19 AM
Having visibility into the work of the support team and how internal service orders are managed is one of the main purposes of a help desk. We all want to know who did what, at what time, and how long it took, to have an accurate picture and be able to make smart decisions based on data. The Time Tracking feature of InvGate Service Desk enables you to know all of that and, in addition, provides you with enhanced budget control and forecasting capabilities.
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Topics: Business Analytics, Help Desk, Time Tracking, data analytics, Technical Support, Request Management

Feature Spotlight: InvGate Service Desk FileWave Integration

Posted by Sabrina Pagnotta on August 15, 2018 at 3:18 PM
IT service management (ITSM) and  IT Asset Management (ITAM) can definitely deliver greater business value if they are brought together. At InvGate, we realized the power of this alliance a while ago, when we started offering integrations as a way to let our customers gain better insight into their processes. It all started with integrating our two flagship solutions, InvGate Service Desk and InvGate Assets; then, we moved on to offer our SCCM integration, and now we’re introducing the new FileWave integration.
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Topics: Asset Management Software, software asset management, IT Asset Management, Integrations, Request Management, FileWave

InvGate Service Desk Tasks Module: Divide Efforts and Conquer

Posted by Sabrina Pagnotta on July 18, 2018 at 9:28 AM
Everybody knows it: solving a request isn’t always a matter of executing a single action. Sometimes it takes the joint efforts of different people simultaneously, and it can be difficult to have visibility over each person's contribution without generating specific reports. That's why we created the InvGate Service Desk Tasks module, available as of version 5.7.0, which allows you to atomize the work to be done in a request or in the execution of a workflow.
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Topics: ticketing system, Service Desk, ITSM, IT service management, Request Management, Tasks

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