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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 desk metrics to copy. But, in some ways, this is part ...

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 ...

ITSM 101: 3 Big Benefits of a Quality Service Catalog

An IT 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 ...

10 Tips for Managing Underperforming Service Desk Analysts

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 ...

ITSM 101: What’s Self-Service and Why Do You Need It?

Technology is upping the pace of work and increasing the rate of change – yes, it’s making our lives easier but at the same time it’s putting some crazy pressures on support teams who are striving to ...

10 Tips for Creating Better Knowledge Articles

Knowledge management is definitely one of the most underappreciated practices in IT service management (ITSM). Done well, it can upskill your IT service desk, build better relationships between ...
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