InvGate Service Desk Workflow

An intuitive ticketing workflow capability, for managing end user issues and requests, that helps to improve the service desk’s operational efficiency, to reduce costs, and to improve the end user experience.

InvGate Workflow Overview

InvGate’s visual workflow engine allows you to fully integrate IT operations with your business processes. It’s not just limited to IT-internal processes and activities, instead you can create an automated workflow to manage requests no matter the business function or department. It’s as simple as mapping out the process, defining the inputs and outputs, and InvGate Service Desk’s workflow engine executes it for you as needed.

Visual workflow
InvGate’s visual workflow engine allows users to use an intuitive interface to drag and drop and link workflow elements where needed. It’s so much easier than trying to design workflows using drop down menu options, no matter how simple the workflow looks on paper.
Workflow editor
Map out your target process, including tasks, decision points, loops, and inputs and outputs. The workflow then gets triggered by a request to InvGate Service Desk, whether it’s a request for the purchase of new equipment, the installation of software, or any other repeatable process that you want to automate.
Predefined processes
Once a workflow is triggered, InvGate Service Desk will automatically execute your predefined process. The workflow acquires the relevant information from the request and the service database, as well as external data sources via a web service or API. The path through the process is chosen based on the conditions you set.
Requests for approval
These are generated automatically at appropriate points. You can accept or reject them from the portal or via email, and the process is then directed based upon the response.
The outside world
The system interacts with the outside world through in-solution and email communication, as well as running code through a web service or API. You can also effect changes in your IT systems via InvGate Assets, such as the installation of new software, license management, or the locking of a workstation.

The Benefits of InvGate Workflow

InvGate Service Desk workflow, available via both on-premise and SaaS delivery models, will help your company to improve its IT support, IT help desk, or IT service desk operations. The support-process formalization and automation will improve both performance and service delivery across a number of areas:

Increased speed of service
End users expect their issues and requests to be resolved quickly. Workflow, notifications, and automation speeds things up by removing the reliance on people to enact manual activities and reducing wait times. InvGate Service Desk’s workflow capabilities empower IT support staff to “work smarter, not harder.”
Reduced costs
Labor costs are still a big part of the IT support budget and consequently the removal of manual tasks can save significant amounts. However, workflow and automation not only reduces manual effort and the associated cost, it also helps to reduce duplication of effort, rework, and other labor wastage.
Improved customer satisfaction
This can be influenced by a number of things. The speed of resolution plays a big part, so standardizing processes and leveraging workflow and automation ultimately impacts customer satisfaction and the customer experience in a positive way.
Improved staff morale and retention
The InvGate Service Desk workflow and automation makes life easier for IT support personnel. It speeds things up and removes repetitive manual tasks. More tickets will be resolved within agreed targets and end users will rate the IT support team more highly. All of which make for happier IT support staff.