Some manual tasks can be tedious and time-consuming for IT agents of all tiers. Especially when they have to stick to standard routine activities. To address this, IT support automation systematizes service desk processes, saving your organization time, effort, and resources. But we know that sometimes it's hard to spot what is most convenient to automate. You shouldn’t automate anything or everything.

Understanding data normalization is not just about the theory, it is about creating systems to standardize and organize data effectively for your IT Asset Management (ITAM) practice. Without it, you can’t truly rely on your databases as they may contain mixed or duplicate assets. Lacking normalized information can lead to a significant misuse of money, time, and other resources.

Continual Service Improvement or CSI is the fifth and final stage in the ITIL service lifecycle. If you live in an ITIL 4 world, you might have heard of it as just Continual Improvement. It drives service improvements and ensures all improvement ideas and possibilities are captured, prioritized, and acted on. Basically, it provides a structure on which to drive progress.

In the ever-evolving IT Service Management (ITSM) landscape, adaptability, personalization, and real-time data are critical to success. InvGate understands this need and continuously evolves its offerings to meet these dynamic requirements. In line with this, we are pleased to introduce InvGate Service Desk’s enhanced Request Views, designed to increase productivity, improve visibility, and facilitate collaboration – all with real-time updates.

Managing multiple help desks across different departments and functions is a challenge. If, on top of that, you’re dealing simultaneously with multiple tools or platforms, you are likely subject to extra inefficiencies and increased costs. The best way to address this is to integrate your multiple help desks into a centralized IT Service Management (ITSM) solution. We know it’s not an easy or quick process and you might feel it’s never the right time to put in the needed effort.

Help desk migration mistakes can be costly and disruptive. Organizations increasingly seek for more advanced help desk solutions as they grow in size or complexity, and the process of transitioning from one platform to another becomes a critical endeavor. However, without proper planning and awareness of potential pitfalls, it can quickly turn into a nightmare of data loss, operational inefficiencies, and frustrated customers.

Properly learning how to manage a help desk is crucial for the success of any organization, both internally amongst its different departments, and with external customers. Smoothly operating one is no easy ride; it requires juggling multiple tasks and coordinating diverse teams.

If you're considering acquiring free help desk software, you've likely come across a wide range of available options that may seem like a cost-effective and simple way to handle and improve customer support in your organization, without adding extra expenses or going into big efforts. As you probably already know if you're looking to make this important decision, a help desk tool will streamline your support services and improve your overall performance.

Want to know how to make your help desk agents work harder, better, and faster? Then you need to see the power of Agent Utilization and how it can take your work from zero to hero. Agent Utilization is an IT help desk metric that reflects the percentage of time an agent spends on support-related activities, versus their total work time. But why is it essential to track and improve it?

During the last years, remote support has become a crucial component of IT Service Management (ITSM), as organizations increasingly embrace remote work and teams are distributed across different geographical locations. In order to address this new scenario, IT teams have turned to remote help desk software to efficiently provide support and resolve issues from a distance, regardless of where the agents and customers are located.