The help desk plays a critical role in the customer experience and the relationship customers have toward the organization. They are often the point of communication between the customer and a company and they help a customer understand and use the organization’s products and services. A similar relationship exists between a service desk and company employees; they help employee productivity by offering IT services in a timely and efficient manner.

A new feature in InvGate Service Desk has been added to the workflow engine. This feature will help teams coordinate semi-structured work where planning the work occurs during one stage of the workflow and then those tasks are fulfilled in another. This is particularly common in Change Management scenarios where: This is great for structured work which is semi-flexible.

ITIL is widely considered the gold standard when it comes to IT Service Management (ITSM) best practices and some of the most successful companies in the business have been using it and its multiple iterations over the years. Though we won’t go into detail as to what ITIL is (we’ve got a Definitive ITIL Guide for those who want a complete rundown), it could be quickly defined as a set of suggestions, best practices, and different approaches of how to do ITSM.

IT help desk agent productivity is a much-discussed subject, but one that few seem to actually get a handle on. But what are the basics when it comes to increasing the productivity of your service desk agents and still treating them with kindness and empathy? Today, we’ll find out. Plus, we’ll offer some common-sense tips to get you on the right track. If there’s one thing that we can take for granted in the world, it’s that customers need around-the-clock service.

Customer-centered business practices have become a major focal point in IT innovation. The advent of massive communication has brought forth a big challenge, however: how does one provide a top-notch customer experience when there are so many factors to account for? The market’s answer to this conundrum is monitoring software.

With the advent of cloud services and their flexibility in terms of both accessibility and pricing, many companies moving from an on-premise model to a cloud/hosted model. This has become especially true when it comes to service desk operations since they require constant software and hardware support as well as a robust ticketing system that can keep up with user demand.

Internet Explorer (IE) was once the most used web browser out there. You'd have to go back to what was practically the internet Paleolithic for that, but the truth still stands. Now, with this once titanic force being decommissioned by June 15, 2022, we’re facing the end of an era. And nostalgia aside, what does the IE end of life mean for the world of IT and the service desk? Furthermore, what precautions do you need to take now that it's on its way out?

With the wide range of services and flexible pricing models offered by providers, more and more organizations are moving their businesses to the cloud. According to Gartner, enterprise spending on the cloud has grown 18% in 2021 and is expected to be around 14.2 % of the total enterprise IT spending by 2024. With the growth of IoT, AI, and machine learning, we can expect more computing to shift to the cloud.

When you think of the necessary skillset to operate and excel in the world of IT (and certainly in the world of IT Service Management), chances are your brain automatically defaults to what is known as "hard skills." Easily quantifiable, specific expertise on tools and languages. But of course, that doesn't paint the full picture of what is needed to become a well-rounded IT professional able to effectively communicate with teammates and stakeholders.

Recently, we discussed how change management became change enablement with a new version of ITIL, and what that meant for its application. But did you know that ITIL itself also went through a bit of a change? It's a little more subtle, and if you look at its current usage you might not even realize that a change even happened, but it represents a conceptual shift that might mean big things for its guidelines moving forward.