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InvGate Blog

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

ITSM 101: 3 Big Benefits of a Quality Service Catalog

Posted by InvGate on July 31, 2019 at 10:44 AM
A service catalog is a great asset for any IT organization that offers multiple products and services to its end users. It acts as a one-stop-shop – where users can see the services on offer to them and discover any information they might need in relation to those services. For instance, a full description of what the service offers, how to request access, and delivery timelines.
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Topics: Service Desk, Service Catalog

10 Tips for Managing Underperforming Service Desk Analysts

Posted by InvGate on July 17, 2019 at 9:01 AM
Dealing with underperforming employees is tough. No matter how many courses you attend, books you read, or years of experience you have, we think one of the hardest service desk manager tasks is supporting underachieving analysts while maintaining team morale. To help, here are ten tips for managing an underperforming service desk analyst.
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Topics: Service Desk

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