InvGate Service Desk provides your IT team with a modern, consumer-like access and communication channel for end users and customers. Using the self-service portal, end users can create and track incidents, view current outages, search the knowledge base for solutions, and provide feedback on your service performance. All through a friendly, modern interface that provides a user experience similar to what they would expect from your favorite social networking sites.
InvGate Service Desk allows end users to select their required IT products and services from predefined online portfolio of available items. This is based on the end user’s role and is the start of an automated workflow that takes the end user need from request to provisioning, gaining the necessary approvals along the way. While awaiting their new product or service, end users can follow the request through the provisioning process. These capabilities can also be used for other lines of business such as HR and facilities.
The self-service portal can also serve more than just IT’s end users – with it also applicable to HR, facilities, and other business functions that deal with employee requests for help, service, information, and change. Plus, as well as improving the customer experience, the self-service portal will also relieve the pressure on your IT support team, or the equivalents in other business functions when used across your organization - with end users helping themselves rather than calling in.
Self-service is another access channel to the service desk that allows end users to provide details of their issue or service request at their own pace, 24/7. Or they can self-help with access to the knowledge base of frequently asked question (FAQs) and knowledge articles – the fixes to common issues or explanations on how to do things such a setting up mobile email on a personal device.
End users no longer have to call or email the service desk for an update on their incident or service request. Self-checking of ticket status saves both the end user and service desk time. Plus they can access news broadcasts and intelligent notifications. Broadcasts can report important issues, such as business-affecting outages, or forthcoming events such as planned downtime.
Employees now expect to see consumer-grade self-service capabilities in the workplace, including issue logging, service request catalogs, and knowledge availability for self-help. Plus, anytime, anyplace, any device access to services, information, and help. It’s the growing extension of what started as the Consumerization of IT.
Save IT, and ultimately the business, time and money by allowing the end user do what the service desk did previously – the capture of incident or service request information in self-created tickets or by removing the need for IT staff involvement altogether. As the end user helps themselves via the knowledge base and/or the use of self-service automation capabilities.
Self-service can be used to extend the service desk’s opening hours without the need for additional staff and the associated costs. It also extends the reach of the service desk for global organizations, with self-service allowing the addition of local language use with a minimal investment in language expertise.
Self-service will benefit both service desk agents and end users in terms of end users helping themselves. However, the real efficiencies to be had will be realized through backend workflow and automation to deliver resolutions with a minimum of human interaction and delay.
Manage your incidents
Build and share knowledge
Get proactive
Better manage change
Employ best practice
Analyze your efforts
Encourage self-help
Improve IT efficiency
Prioritize IT operations
Improve team productivity
Extend outside IT
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