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What is Enterprise Service Management?

Enterprise service management (ESM) is the extension of IT service management (ITSM) principles and capabilities to other areas of an organization. This will typically include not only using the same processes or practices used in ITSM, but also the ...

What is the difference between a Help Desk and Service Desk?

  Are you considering purchasing some new software for IT support, and would like to understand the key differences between a Help Desk and Service Desk? As with many things in the world of IT, there ...

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 ...

3 InvGate Service Desk Features you were Probably Waiting for

As you might know, we’ve recently launched a major release for InvGate Service Desk 6.0, featuring a whole new UI for improved organization and tracking of help desk activities. But the ball keeps ...

InvGate Service Desk 6.0: new UI, new way to work

We’re very happy to introduce InvGate Service Desk 6.0, a version that features a totally renewed interface to continue making your life at work easier (and more organized). The goal we set ourselves ...

7 Important Questions for Customer Service Week 2015

We’re excited to celebrate our everyday heroes from October 5th to October 9th as part of Customer Service Week 2015!  There should be a lot of great content coming from the Twitterverse and it’s ...

The Best of the Week in ITSM

 

The 3 Critical ITSM Pitfalls you Should Know and Avoid

 

How to Manage Fear and Greed To Your Benefit

 

How to transition from Email Ticketing to User Self Service

Is Count Von Emailticketov draining the value from your Service Desk? Drive him out with these 7 Simple Steps to User Self Service.
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