In today's video, we'll explain everything you need to know about configuration items (CIs) in IT and Service Management. What is a Configuration Item (CI)? Why they matter and how they help keep things running smoothly. From hardware to software, we'll explore the different types of CIs, their difference with assets, how to use these attributes to optimize your IT services, and more.

In this video, we share some pro tips on optimizing the ticketing process for your help desk. Why do you need a well-defined ticket workflow?

If you were looking for help desk software that integrates with Microsoft Teams, InvGate Service Desk was already your go-to option. However, our MS Teams integration has reached a whole new level of proficiency. Connecting Microsoft Teams with InvGate Service Desk turns the messaging platform into a formal communication channel while centralizing interactions in the backend. This provides a double benefit: improving the agents' and end-users' experience and simplifying tracking and measuring all service desk interactions in one place.

A Knowledge Management process systematically gathers, organizes, shares, and analyzes an organization's knowledge regarding resources, documents, and people skills. It's designed to help the organization manage its knowledge base or other knowledge assets effectively, ensuring that information is current, accessible, and utilized optimally. Implementing a well-defined Knowledge Management process flow simplifies daily tasks and fortifies the foundation of your business in several key areas.

A change request is a formal ticket for tweaking or modifying anything in your system or IT environment. Whether because of new business needs, fixing existing problems, or simply making something better, a change request helps you outline what needs to be done and why. These aren't just procedural necessities but tools that can boost the effectiveness and reliability of your help desk. Here's how they make a difference.

Remember to look for the built-in HR workflow!. Human Resources automation takes various forms, one of them being employee onboarding. It makes sense: the onboarding process is critical in any employee's lifecycle, and in fact, 93% of new hires say that their onboarding process determines whether they will stay at the company. Employee onboarding automation is a clever way to speed up the process and improve employee experience while using fewer resources.

Workflows are a powerful tool for businesses of all sizes – if they are intuitive enough to be used by tech and non-tech-savvy people alike. InvGate Service Desk's visual workflow builder already allowed users to drag and drop components into a process to define its multiple steps. But with the latest update, they can build, modify, and optimize them in minutes without technical knowledge — making it perfect for speeding up your Enterprise Service Management (ESM) strategy!

Azure DevOps enables teams to work efficiently together in software development. When combined with InvGate Service Desk, these collaboration capabilities go one step further. The InvGate Service Desk and Azure DevOps integration allows you to link your Azure DevOps Work Items – used to track features, requirements, code bugs, and project development issues – to InvGate Service Desk requests. Once it's set up, authorized users will be able to see the following information in the service desk request.

If you're already a Lansweeper user, now you can expand your IT Service Management capabilities by integrating InvGate Service Desk with Lansweeper. This powerful pairing unlocks new possibilities for streamlining your IT operations, broadening your visibility, and delivering rapid, superior service. Lansweeper is an IT Asset Management tool that allows businesses to manage and track their IT inventory. However, it lacks ITSM capabilities on its own since it wasn't designed to provide them.

If your organization already uses Jira for software development or project tracking but lacks a service desk, then this is perfect for having the best of both worlds. The InvGate Service Desk and Jira integration allows you to add a help desk to your Project Management and software development tools in just a few clicks. As a result, you'll be able to link any Jira issue to a service desk request, allowing quick access to detailed and real-time information on the Jira issue directly from InvGate Service Desk – avoiding having to go back and forth between solutions.