Modern businesses run on IT. And the increased business importance of technology has in turn elevated the importance of IT support, the IT help desk or service desk, and the use of IT service management (ITSM) best practices. The flip side of this is that IT support has become a more difficult task. Not only is there more IT to manage, and potentially more end users to support, business expectations of IT support continue to rise.
Thus the pressures on help desks and the people that provide IT support – such as insufficient hours in the day, a wider range of technologies, or struggling to meet the growing expectations of end users – are growing and they need to find a way to “work smarter, not harder.” Technology can definitely help, with a fit-for-purpose service desk tool being the perfect way to alleviate the pressure, to benefit from automation, and to efficiently share knowledge among IT support staff.
InvGate Service Desk and formalized IT service management capabilities will help your organization on a number of fronts.
Whether it’s responding to IT issues or providing access to new services, InvGate Service Desk allows customers to optimize IT support capabilities, reduce costs, improve service quality, and provide a better customer experience.
Standardized best practice processes, and enabling technology, provide much needed internal controls and insight into who did what when. The available reporting capabilities also make it much easier to demonstrate that controls have been consistently applied over any given period.
InvGate Service Desk makes life easier for IT support personnel. It speeds things up and removes repetitive manual tasks, information is easier to access, and end users will rate the IT support team more highly. All of which make for happier IT support staff.
InvGate Service Desk is built upon industry best practice that will allow your IT support team to both standardize and optimize their operations. This standardization will also play a key role in improving operations and IT services over time.