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InvGate Blog

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

Posted by InvGate on October 7, 2020 at 10:57 AM
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 practices to meet employee needs – wherever they might be working – in the “new normal.” Importantly, this review of the status quo versus what’s now needed needs to encompass not only the practices used to deliver and support IT services, plus the services themselves, it also needs to include the level of IT service desk staffing and the required skills. Put simply, there’s a need to apply workforce planning methods to your IT support capability in addition to addressing changes to processes, technologies, and service levels and priorities. 
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Topics: Service Desk

Key IT Support Challenges in the “New Normal”

Posted by InvGate on September 16, 2020 at 8:43 AM
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 fully materialize yet – and we’re still living and working in the shadow of a potential second wave. Even if localized rather than national. In many ways, your IT service desk is in a position of rebuilding for this new normal. Both rebuilding how it delivers service and support to the parent organization and supporting that organization as it rebuilds itself too. As part of this rebuilding effort, it’s important to understand what will need to change – with a big part of this influenced by the challenges that your IT service desk, and the wider organization, will come across through the rest of 2020 and perhaps into 2021 too. To help, this blog considers six of the key challenges that your IT support organization is likely to face.
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Topics: Service Desk, COVID-19, new normal

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

Posted by InvGate on April 8, 2020 at 1:55 PM
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 might be working remotely and/or under different kinds of work pressures. Where it’s more important than ever to help up employee productivity, with employee experience playing an important role – and your IT service desk therefore needs to understand its importance. From what employee experience is in your organization’s context, to what needs to be done. However, while there are lots of fancy definitions out there as to what employee experience is there’s not so much in terms of practical help. This blog aims to redress this, with our answers to a number of common employee-experience
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Topics: Service Desk, Employee Experience

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

Posted by InvGate on April 1, 2020 at 7:15 AM
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 desk metrics to copy. But, in some ways, this is part of the issue. It’s similar to using another organization’s RFP requirements in choosing a new IT service management (ITSM) tool – what you have is not tailored to the uniqueness of your organization. And, consequently, the results aren’t what you expected (and needed). 
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Topics: Service Desk, Metrics

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

Posted by InvGate on March 24, 2020 at 9:09 AM
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. It's hard to fully grasp the impact of this crisis at this point in time, but it seems safe to assume that it will go down in the history books as a major event – a moment when every single person in the world was impacted in some way. More than ever, this is a time for all of us to work together and support each other so that we can get through the challenges ahead.
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Topics: Service Desk, COVID-19

InvGate Service Desk COVID-19 Response Program

Posted by InvGate on March 24, 2020 at 9:09 AM
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 pandemic response for COVID-19 have more specific programs available.
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Topics: Service Desk, COVID-19

Where’s the IT Service Desk Going in 2020

Posted by Stephen Mann on January 22, 2020 at 3:03 PM
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 question yet, here’s a selection of areas in which I believe IT service desks, including yours, should be investing in change during 2020 and beyond. Of course, not all of these will be relevant to your IT services desk, at least not immediately, but hopefully this blog will get you thinking about what might, and will need to, change in the next few years.  So, please read on for five of the key changes driving the future of IT service desks in 2020 and beyond. 
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Topics: Service Desk

Harmony Public Schools: providing support in 58 locations with InvGate

Posted by Sabrina Pagnotta on November 27, 2019 at 3:21 PM
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 around Texas. Their previous tool didn’t have enough functionality nor flexibility, so they started looking for a new solution. After trialing 12 help desk tools, they chose InvGate Service Desk - and here are all the reasons why.
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Topics: Service Desk Software, Help Desk, Help Desk Software, Service Desk

Gamification: How Will it Help My IT Service Desk?

Posted by InvGate on September 4, 2019 at 3:09 PM
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 desk tasks, staff demotivation is not uncommon. Don’t worry though, gamification – which essentially consists of merging game mechanics and work – can help you to keep staff motivation levels up.   So, if you feel that your IT service desk analysts are demotivated (or heading that way), unhappy, or simply bored at work, then gamification could be just what you need to inject a bit of enjoyment and fun into their working day. Please read on to find out more.
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Topics: Gamification, Service Desk

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