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All New Service Desk Custom Dashboards

July 27, 2015 by Jaemes McArthur

The latest release of Service Desk is here, and it’s raised the bar for Real Time Business Analytics. We are pleased to notify you of our next major product release, Service Desk v5.2. This new version comes jam packed with new features and improvements, but the ‘big one’ is a complete revamp of our dashboards to provide […]

How to transition from Email Ticketing to User Self Service

July 17, 2015 by Jaemes McArthur

Are your end users addicted to email? Do they prefer to send you an email with their IT issues instead of reporting them via your Help Desk self-service portal? If so, you are not alone, and it has to stop! Don’t get me wrong, email is great for many things, but if it’s the core method for your internal […]

What is Enterprise Service Management?

May 26, 2015 by Jaemes McArthur

Definition: Enterprise Service Management (ESM) is the application of IT Service Management (ITSM) principles to other areas of an organisation. This will typically include not only using the same process principles used in ITSM, but also the same technology (software such as a Service Desk) as a means of implementation. As a starting point to understand ESM we must […]

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

January 22, 2015 by Jaemes McArthur

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 are no specific rules that vendors must follow when naming their software, and the two terms are often used interchangeably […]

Top 6 Help Desk Software Features That Really Matter

July 19, 2014 by Jaemes McArthur

“Choosing the right Help Desk software for your organisation isn’t easy.” If you are considering an upgrade to your existing Help Desk software to offer improved IT support, or are simply looking to work more efficiently and better manage incoming requests, there are a variety of important factors to consider when evaluating the options. The […]

Service Desk v4.2 is out!

August 12, 2013 by InvGate

We are proud to announce the immediate availability of InvGate Service Desk v4.2.0, packed with exciting new features to continue improving on the product, and satisfy all your request tracking and support needs. Read on for details on what’s coming up on the new release. Automated actions Automation is your friend to manage an ever-growing […]

Breaking News: InvGate saves the world

December 21, 2012 by InvGate

Watch this to find out how the world was saved on December 21. Even when the end is upon us, you can count on InvGate Service Desk for all your Service Management and Issue tracking needs. Learn more about InvGate Service Desk or follow @InvGate on Twitter.

Introducing InvGate Service Desk Business Analytics

July 11, 2012 by InvGate

Any Service Desk worth its salt needs a custom reporting tool, and InvGate Service Desk is no exception. Some ITSM tools take the Mechanical Turk approach to custom reports, and give you a virtually infinite list of simple, predefined reports: Others go for the opposite approach and give you more options, but the results can […]

Service Desk Gamification: The Basics

April 3, 2012 by InvGate

Gamification in your Service Desk is a powerful tool to engage your IT Support and Customer Service teams. Learn how to drive adoption of new processes, improving team collaboration and overall boosting service and support levels. The recent release of InvGate Service Desk introduced some “game” changing functionality. Literally! This new feature is Gamification. In […]

You need to CARE about your Service Desk

March 23, 2012 by InvGate

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 […]

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