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When we originally developed our products, and as we improve them over time, we are always oriented towards solutions we want to use. And there is no better proof than showing you how effectively InvGate uses InvGate Insight to implement our IT Asset Management (ITAM). Ricardo Mariño, Internal IT at InvGate, shared with us a thorough behind-the-scenes look at how Insight plays a crucial role in our day-to-day processes and operations.

Shared services are a way for organizations to centralize and consolidate business operations. Although IT Service Management (ITSM) practices were originally developed for IT, many departments across businesses that provide and receive services on a daily basis have recognized its utility and started to incorporate some of its best practices. The shared services approach provides a common ground to do exactly this.

Effective Ticket Queue Management prevents tickets from piling up on your service desk and ensures that customer issues are addressed promptly. On the other side of the road, an overloaded ticket queue can lead to delayed responses, frustrated customers, and a drop in overall customer satisfaction. If you haven’t defined a clear ticketing process flow, or your customer base suddenly starts growing, you might find that your queue gets messier and more difficult to manage.

License harvesting allows organizations to optimize their software investments and reduce overall IT costs. Detecting unused licenses is especially relevant since roughly half of all installed software and licensed SaaS applications are unused by employees – costing organizations approximately $44,743,651 per month.

In an era where digital transformation is shaping the future of businesses, the cybersecurity landscape is undergoing unprecedented changes. Every day, news headlines flash with stories of data breaches, ransomware attacks, and sophisticated cyber espionage. With such a volatile backdrop, it’s no wonder that organizations are taking their cyber defense strategies more seriously than ever before.

Managing and maintaining a complex IT infrastructure throughout an organization is no small feat. If this is your case, implementing a CMDB (Configuration Management Database) to support your IT Asset Management strategy will make a big difference. In a nutshell, a CMDB is at the core of the ITIL Configuration Management process since it enables you to capture a larger number of Configuration Items (CIs), their interdependencies, and any possible changes they might face.

In an increasingly digital and customer-centric business landscape, having an effective customer service channel strategy is no longer a luxury—it’s a necessity. A customer service channel strategy determines how your business will communicate with customers, addressing their concerns, resolving their issues, and ensuring their satisfaction across various channels. It is a roadmap to customer satisfaction, loyalty, and ultimately, business success.

If you are looking to unify User Management capabilities into your IT Service Management solution, the InvGate Service Desk and Active Directory integration will do the job. By connecting these two tools, you can centralize user accounts, automate user provisioning, and enhance security measures throughout your IT Support process. Join us as we walk step by step through the configuration process and explore how this integration can positively impact your ITSM operations.

In today’s highly competitive business landscape, understanding your customers is not just beneficial—it’s critical for success. But how can businesses truly gauge the health of their customer relationships? The answer lies in leveraging data through customer health metrics. Welcome to our in-depth exploration of customer health metrics—the indicators that help businesses measure, interpret, and improve their relationships with customers.

In today’s dynamic and fast-paced B2B ecosystem, the integral role of customer service is more pronounced than ever. Beyond being a distinguishing factor, delivering superior customer service has emerged as a strategic business imperative. Data from American Express underscores this, noting that over half of consumers have abandoned a planned purchase due to subpar service, and a third would contemplate switching companies after just a single instance of poor service.