Service Management Software
Posts Tagged ‘service desk’

Know your Service Management Instincts

August 12, 2015 by InvGate

Some Background During my time in the ITSM space I’ve spoken to countless service managers, and as each IT pro shares their story, I find myself relating to their pain points and challenges. While each organization has its unique issues to overcome, some common themes seem to repeat in just about every case. In an effort […]

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 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 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 […]

Help Desk Software as a Dynamic Approach to IT Service Management

November 11, 2011 by InvGate

Keeping an enterprise operating smoothly requires the right people, the right strategies and well managed information technology. Because IT embraces a world of functions; as such, deploying IT service management in an efficient and accurate fashion is critical. Equally important, decision makers need to keep in mind that the IT service business environment requires a […]

Help Desk: The Tool for Better Infrastructure Problem Solving

October 26, 2011 by InvGate

In an IT business age characterized by countless and recurring infrastructure problems, keeping IT assets well maintained is a task that needs to be seriously undertaken by organizations. To meet this objective, a sound IT management solution needs to be deployed. Service desk – the focal point of communication between companies and their clients – […]

Service Desk: The Focal Point for Incident Management Process

October 11, 2011 by InvGate

Customer satisfaction should be at the core of all business objectives. In an aim to be competitive and ultimately succeed, IT-reliant businesses need to focus on knowing customers and giving them what they want to ultimately make them happy and keep them coming back. Because customer demands are changing with the times, the deployment of […]

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