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Building Greater Resilience into Your IT Service Desk

I think we can all agree that 2020 was a rough year for nigh on everyone. We had the global pandemic and, depending on where you live in the world, potentially multiple lockdowns and a huge toll on the health of your organization’s employees and their families. Now there are vaccines and the hope that sometime soon the world can go back to something approximating normal. Importantly, in a way ...

Leverage Workforce Planning to Better Align Your IT Support with the New Normal

As most IT service desks help to bring some employees back into the office and facilitate continued working at home for others, there’s a need to take stock of the IT services and IT support ...

Key IT Support Challenges in the “New Normal”

While the worst part of the COVID-19 crisis might be behind us, “we’re not out of the woods yet.” Most organizations are trying to adapt to the “new normal” – even though the new normal has yet to ...

IT Service Desks: It’s Time to Understand the Importance of Employee Experience

One of the hottest IT service management (ITSM) trends right now is employee experience. But what does this mean for your IT service desk? Especially in light of the COVID-19 crisis, where employees ...

What’s Wrong with Your Organization’s IT Service Desk Metrics?

Metrics – or, more specifically, getting the right metrics – seems to be a constant challenge for IT service desks around the world. Of course, there are various lists of best practice IT service ...

We’re Offering Our Products for Free for Your COVID-19 Response Plan

Please find below a message from our CEO in light of the global COVID-19 pandemic. Dear friends, customers, readers, COVID-19 is having an unprecedented impact on people and organizations worldwide. ...

InvGate Service Desk COVID-19 Response Program

Note: This is part of a larger InvGate COVID-19 response program. You can read all about it in the announcement here. In particular, existing InvGate customers or organizations working directly on ...

Where’s the IT Service Desk Going in 2020

It’s a new year. In fact, it’s a new decade. Perhaps, even the return of the “Roaring Twenties.” But what does 2020 hold for your IT service desk? Or, if you don’t quite know the answer to this ...

Harmony Public Schools: providing support in 58 locations with InvGate

Harmony Public Schools, a system of public charter schools in the United States, faced the challenge of routing requests by customer location, in order to provide quality support in its 58 schools ...

Gamification: How Will it Help My IT Service Desk?

Keeping your IT service desk analysts motivated can sometimes be a difficult job. Between the negativity of end-user complaints, the stream of incoming incidents, and the monotony of some service ...