InvGate’s ITIL-Aligned Service Desk

InvGate Service Desk is an ITIL-aligned IT service management (ITSM) solution, available via both on-premise and SaaS delivery models, that employs industry best practice to help your company to: increase IT support’s operational efficiency, reduce costs, and improve the end user experience.

InvGate Service Desk ITIL-Alignment Overview

InvGate Service Desk was developed to be the right balance between ITIL best practice, practical customer needs, and the modern look and feel found in consumer-world applications. It offers a mix of process automation, required functionality, and the flexibility to make the tool fit your business operations – not the other way around. The InvGate IT service management (ITSM) solution has PinkVERIFY certification for four key ITIL processes: incident, problem, and change management, and request fulfillment.

Service Operation
The use of ITIL best practice and InvGate Service Desk makes it easy to log, manage, resolve, and report on the IT issues that are affecting your business operations and people with our incident management capabilities. Not only for a quicker resolution, through workflow and automation and knowledge management, but also with a better end user experience. And, take pressure off your service desk with the use of problem management best practice, and self-service and automation capabilities that free IT staff up to focus on what’s most important.
Service Transition
InvGate’s change management capabilities ensure that all IT changes are managed efficiently, with risks assessed and reduced, such that change delays and failures are minimized. It makes service desk life easier, and improves IT’s reputation, by minimizing the level of change-related issues and problems. InvGate’s Knowledge Management capabilities include automatic suggestions of solutions to IT staff as incident tickets are created, helping to increase the speed of issue resolution.
Service Design
With our service level management capabilities your IT team can prioritize service desk operations based on an issue’s impact and urgency plus agreed service level targets, and be notified of breaches; making you better positioned to meet or even exceed agreed performance levels. Using capabilities like InvGate’s Service Level Management and SLAs will help your company to improve its IT support, IT help desk, or IT service operations through the focusing of attention on the things that matter most.
Service Strategy
With InvGate’s financial management capabilities you can determine the true cost of providing IT support in your company. By obtaining meaningful financial information on IT activities your IT team can better understand what spend associated with resources and assets are underpinning IT services. In InvGate Service Desk there’s simple and accurate time recording and wait-time analysis plus capabilities for budget control, forecasting, and the foundations for IT chargeback if needed.

The Benefits of ITIL and InvGate Service Desk

The use of ITIL and InvGate Service Desk will help your company to improve its IT service delivery and IT support. Thanks to ITIL best practice processes and enablement – through workflow and automation, notifications, knowledge management, self-service, and the in-built reporting and analytics capabilities – your IT teams will improve IT operations and ITSM in a number of areas.

Increased operational efficiency
Best practice processes mean that service desk agents do things in an optimal manner, with a minimum of mistakes and rework. Manual effort is reduced through automation, and simple issues and requests are dealt with via self-service – freeing up service desk agents to spend time on more difficult, and potentially more important, tasks.
Cost reduction
Manual labor still contributes a big percentage of IT and IT support costs. Optimizing work flows and reducing the reliance on IT personnel will decrease IT people costs, and limit the adverse effect of business-impacting IT issues and failed changes, to not only reduce IT costs but also improve business operations and finances.
Improve customer satisfaction
IT service delivery and support is not just about delivering high-quality IT services, it’s also about meeting end-user, customer, and business wants, needs, and expectations. ITIL and InvGate Service Desk will ultimately help to improve not only the quality of IT services, but also the end user experience.
Greater insight into performance
InvGate Service Desk provides a mechanism for a wide variety of IT service delivery and support data points to be collected and analyzed. This data – related to operations, service levels, and costs – can be used to assess day-to-day activities; to demonstrate efficiency, effectiveness, and value; and to identify trends and improvement opportunities.