InvGate Blog – Service Desk & Asset Management Best Practice | service desk solutions

IT Service Desk Metrics – Measuring the Right Things in the “New Normal”

Posted by InvGate on September 24, 2020 at 4:29 PM

As we all try to return to some semblance of normality post-pandemic, your IT service desk will no doubt be looking to make changes that reflect the now-different business needs and priorities – with these in part influenced by the employees who are now likely working differently to versus pre-crisis. There’s much that might need to change and to undertake the required evolution of IT support well there’s a need to ensure that your portfolio of service desk metrics and key performance indicators (KPIs) is fit-for-purpose. To help, this blog looks at some of the common performance management issues that could derail your improvement activities before offering some key tips for getting your metrics aligned with the needs of the ‘new normal’.

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Topics: service desk solutions, IT support, new normal

Leverage Enterprise Service Management Benefits with Multi-Departmental Communication

Posted by InvGate on June 6, 2018 at 11:00 AM

While ITSM can be approached in many ways, its core objective is to structure the design, implementation and delivery of "services" to improve the efficiency of operations, mitigate risk, and facilitate strategic planning to support business needs. One way to do so, is by using Enterprise Service Management (ESM) technologies.

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Topics: service desk solutions, ITSM, workflows, knowledge base, ESM, enterprise service management

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

Posted by InvGate on January 22, 2015 at 12:41 PM

So what's the difference?

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Topics: Choosing Software, help desk, Helpdesk software, IT Management Software, service desk, Service Desk Software, service desk solutions, ticketing system

You need to CARE about your Service Desk

Posted by InvGate on March 23, 2012 at 9:12 AM

At some point in time, we’ve all no doubt heard our colleagues call it the “Helpless Desk” but why was, or sadly, “is” it perceived that way? A big reason is because most are used exclusively in a reactive mode and the community leveraging it only looks to it AFTER something has gone bad. This culture needs to change so that the Help Desk is viewed as a real Service Desk, one that knows what is happening before the users and can advise them of problems before they escalate, rather than being told via an irate phone call during a crisis when it is already too late. So, how can we change this perception while actively transforming it into the Service Desk of the future that we want and need? You need to show that you CARE.

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Topics: customer satisfaction, Customer Service Management, help desk, Helpdesk software, IT Management, IT Management Software, service desk, Service Desk Software, service desk solutions

Customer Service Management Best Practices

Posted by InvGate on September 7, 2011 at 1:26 PM

Placing customers at the heart of any business is a governing formula for the ultimate success of enterprises spanning all industries. Given the rise of social media that is allowing people to talk to at least 130 others at a time, it has become priority for all organizations to build lasting relationships with their customers. Moreover, with fierce competition giving customers more and more options, strategies for the improvement of customer service for bottom line profit have become invaluable.

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Topics: customer relations management, Customer Service Management, help desk, Helpdesk software, IT Management, IT Management Software, IT management solutions, Service Desk Software, service desk solutions

Get to Know More About ITIL and How It Can Help Manage Your Business

Posted by InvGate on August 12, 2011 at 9:55 AM

It is a widely accepted truth that when it comes to information technology, businesses should ensure uninterrupted operations - simply because IT is indispensable to organizations. IT issues need to be resolved to prevent these from drastically affecting businesses’ bottom line.

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Topics: help desk, Helpdesk software, IT Management, IT Management Software, IT management solutions, Service Desk Software, service desk solutions

How Can Service Desk Software Help Your Company?

Posted by InvGate on August 12, 2011 at 9:47 AM

In the world of information technology, technical support is vital to customer satisfaction. Happy customers translate to repeat business and, ultimately, create a successful enterprise. To optimize the way they evaluate the state of their IT infrastructure, companies turn to IT management software.

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Topics: help desk, Helpdesk software, IT Management, IT Management Software, IT management solutions, Service Desk Software, service desk solutions

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