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InvGate Blog

4 Important Things to Consider When Creating an ITSM SLA

Posted by InvGate on April 25, 2019 at 9:12 AM
Service level agreements (SLAs), if used correctly, can be one of the most important documents in a service-oriented organization. Done well, they communicate what’s expected of all parties and can go a long way to improving the relationships between the business and its IT organization. Some would even argue that good IT service management (ITSM) is built on a bedrock of SLAs (as well as continual improvement). Here are four tips for building more-effective SLAs.  
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Topics: SLAs, Service Desk, Service level agreements

Five Actions to Optimize IT Support Today

Posted by InvGate on March 28, 2018 at 11:59 AM
Most organizations approach IT support management somewhat reactively (think of the familiar phrase of “firefighting IT”). But in today’s world of increased expectations and instant gratification, it’s no longer enough for IT to simply fix something once it breaks. In order to stay ahead, IT support must take a proactive role in its delivery of IT services and support. Even though support management usually implies activities that involve an immediate response, it is possible to plan and manage services so that incidents are less frequent.
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Topics: service desk, SLAs, user self service, backlog, knowledge base

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