You might want to switch service desk providers due to dissatisfaction with your current IT service management (ITSM) tool, or perhaps because you need to bring in improved IT service delivery and support capabilities. Whatever the case, switching costs don't limit to the tool's price. They include associated costs that should be taken into account to understand the full extent of changing help desks.

The IT industry is among the most competitive ones in the world. That is why IT employee retention is a big problem. The average employee turnover rate in this sector is around 20%. In any given year, one-fifth of the workforce changes jobs. There's a high turnover rate and an even higher percentage of employees who are unhappy with their jobs. Another reason is that people don't see their work as fulfilling or challenging enough to be worth staying at their company for an extended period.

ITSM has evolved to meet current challenges by adopting concepts from Agile, DevOps, and Value Stream Mapping (VSM) to become the de facto framework for IT organizations to manage their activities in support of the business. A Service Management Office (SMO) provides a solution to that challenge by creating a central function with the requisite skills and knowledge to assist individual departments with designing, implementing, and improving IT and business processes.

Design thinking has been making waves lately in IT management. Companies have shifted to human-centered and problem-solving techniques. For that, design thinking is ideal for taking on the challenge. Also, technology and computing power have set the stage for a battle of innovation in all fields of business.

Knowledge management is the ITIL practice that increases service desk resolution rates, and improves technical skills and everyone’s experience. Done well, a shared knowledge base will help technical teams and end-users. In this sense, knowledge base articles are a great way to build a library that provides valuable insights into how things work. By giving access to these articles, we are spreading resourceful information (a great asset!) across the organization.

An IT resume is a marketing document used to sell oneself in the job market. It should be well-written and highlight the key skills and accomplishments relevant to the position. Above all, it needs to inspire recruiters and managers in the IT industry, which is challenging. We cannot stress enough how essential it is to have a good resume in the IT world. It's not just about getting your foot in the door but about being able to stand out from other candidates. The competition is high!

Over the last decade, hospitals and healthcare organizations have digitalized their processes — and with increased digitalization, the role and responsibilities of the IT department and service desks in the healthcare sector have grown significantly. Nowadays, most providers keep digital or electronic medical records and use advanced hospital management systems. Hospital equipment manufacturers are also following these trends, and developing products that connect or sync with digital systems.

If you’ve ever found yourself returning to an application or online service because it just “feels right” or seems to mimic your needs without you having to give active feedback, then you’ve most likely encountered a business that has good design experience (XD) behind it. Among the many elements in experience management, experience design is arguably the most impactful.

The help desk is one of the most crucial elements of IT service delivery in an organization. If employees or customers face any difficulty, they're the first point of contact to resolve the issue. So, having a secure service desk is a basic step to ensure its efficiency — and avoid costly downtimes. Besides preventing cyber attacks, a robust help desk software on your side will help you to be compliant with industry standards, so it's a win-win situation.

Experience management (XM) is a term that has been in everyone’s mouths as of late. It has taken the IT world by storm and heralded it as a new and innovative way of viewing the relationship between customers, employees, and stakeholders. Customer experience management and employee experience management have become integral to ITSM and the service industry. Hence, it was only a matter of time for experience management to become highly regarded in this data-driven and ever-expanding market.

The recent onset of digital workplace trends is the driving force of change behind the shifting and agile, modern workplace. If the past few years have taught us anything, organizations have no choice but to adapt to the rapidly accelerating tide of digital transformation. Along with the evolution of digital transformation has come a more comprehensive digital workplace technology landscape.

Discover the latest updates that will improve the way users make their requests. Aiming to improve our user’s experience, we’ve introduced some changes to InvGate Service Desk’s catalog view in order to make it more intuitive and easy to use. This upgrade includes some updates in how categories are shown, how results appear on the search bar, and the overall experience.

Farmacity is one of the major retail store chains in Argentina, with a business model that combines pharma with convenience stores. Since its foundation in 1997, it has consolidated its position as the largest employer of pharmaceutical professionals in the country. With more than 300 stores and two distribution centers, Farmacity employs over 7,000 people. Before working with InvGate Service Desk, Farmacity was using a self-developed ticketing solution.

It seems like the IT industry is paying more holistic attention to experience management. Needless to say, leadership in the information technology sector is all about making teams reach their full potential and encouraging customer loyalty. Yet, in the past, we’ve failed to create direct links between employees and customers as if there was no correlation. But now, the total experience strategy is emerging beyond potentiality and loyalty.