Teams | Collaboration | Customer Service | Project Management

Empower Your Team with Razor-sharp IT Visibility | Be Unstoppable with Freshservice +Device42

Nov 10, 2022 By Freshworks In Freshworks
With growing IT infrastructure complexities and new system dependencies coming into play, companies are increasingly looking for powerful solutions that provide them 360° visibility into their on-premise and cloud infrastructure. For our very first interview, we invited Mike to tell us why having a single source of truth for all your IT needs is the key to business continuity and providing an ‘always-on’ IT experience that delights your employees.
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Vivantio

What Are ITSM Tools & Why Do They Matter to Your Business

Nov 8, 2022 By Vivantio Team In Vivantio

So we have looked at what ITSM is and the best practice frameworks available to support the implementation of ITSM tools within an IT team. Equally important is how these concepts, processes, and frameworks can support teams outside IT, from HR, Finance, Facilities, and Customer Service, and for internal and external end customers.

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InvGate

Minimizing Agent Churn Rates with InvGate Service Desk

Nov 4, 2022 By Melisa Wrobel In InvGate
Employees leaving their jobs is a common problem across industries, but it’s a major one in IT. However, there’s hope – at least for agent churn rates. A Skillsoft survey raised concern: 53% of IT professionals are considering leaving their current employers due to a decline in job satisfaction rates from 2021 to 2022. To face this situation, managers and C-levels all over the world are starting to look at employee experience with so much more detail than in previous years.
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Vivantio

IT Service Management Framework: Process Flow & Benefits

Nov 1, 2022 By Vivantio Team In Vivantio

ITSM is a collection of concepts and processes. How those processes are implemented and adopted can vary. This is where IT service management frameworks come into play and, based on the needs of the business, also help determine what frameworks are best for implementing those ITSM concepts and processes. IT service management frameworks focus on services rather than systems and support the full scope of the practice of service management.

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Vivantio

ITSM Introduction: An End-to-End Service Delivery Model

Oct 25, 2022 By Vivantio Team In Vivantio

The above definition of ITSM is an excellent basis for introducing what ITSM is all about. How do end users, be they external customers in a B2B or B2C environment, internal employees using IT systems, or even wider through the organization employees interacting with HR, Finance, and Facilities, gain value from the products and services offered?

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startingpoint

5 Service Desk Management Tools For Enterprise Teams

Oct 24, 2022 By StartingPoint In StartingPoint
The best service desk management tools for enterprise teams bring much-needed clarity and order to the process of delivering support. By automating tasks, ticketing systems make it easier to keep track of customer requests and issues. As enterprise teams strive to deliver ever-higher levels of customer support, they require access to powerful workflow automation tools. Our favorite is StartingPoint. Sure we're a little biased, but this workforce management solution is a game-changer for ambitious enterprise teams that want to centralize their operations and provide an amazing customer experience. StartingPoint consolidates all of your customer information, conversations, and files in one place to streamline your workflows.
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InvGate

5 Zapier Integrations you Need to Boost your Service Desk Experience in 2023

Oct 12, 2022 By Melisa Wrobel In InvGate
Working with different tools and applications can help us optimize each process separately. As part of our tech stack, we’re used to having a bunch of specific apps that perfectly solve one need, but if they’re in no way connected, our work becomes less and less efficient. Luckily, Zapier integrations are here to make our lives easier. Native integrations are great, but software developers can only do so many.
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InvGate

Organizing Support with an Email Ticketing System

Oct 4, 2022 By Kimberly Yánez In InvGate
Organizing IT support can be challenging, especially if you rely on email as your primary means of communication. It doesn’t matter how many tags you create or how detailed your guidelines are; the tool is not meant for that, and thus your order is unsustainable. Luckily, an email ticketing system can fix most problems.
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InvGate

Case Study: Improving NPS Indicators with Audit-Ready Processes for Lending Institution

Sep 28, 2022 By InvGate In InvGate
With 40,000 clients, EfectivoSí is a leading financial company in Argentina focused on satisfying the needs of the unbanked sector of the population. Due to the nature of the financial business, it faces great challenges in the management of services and technology. The financial industry holds particularly rigorous policies and regulations defined by the Central Bank.
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