It’s another new year and potentially a new IT service management (ITSM) budget for many. But what ITSM trends should your IT organisation be focusing on? The quick answer is “those that will help improve what matters most to employees and business outcomes”. However, this isn’t really what you came to this blog to read about. So, to help, here are some of the top ITSM trends that might apply to your IT organisation in 2024 and my thoughts on some of them.

A recent survey conducted by software company Checkr indicates an unexpected development in the remote work debate: 68% of managers, including CEOs, middle managers, and business owners, favor remote work, compared to just 48% of workers. In spite of this, many businesses continue to enforce return-to-office (RTO) policies.

Every single company has something in common. For this single aspect, industry is irrelevant. We’re talking about that bottom line. Dollars. Profit. Greenbacks. Bread. Cheddar. However, you want to put it. Every business is in business because they want money. They need it to pay employees, innovate to build better products, provide necessary perks like insurance, and so many more. A major part of all company finance is invoicing.

The alarm went off at 5:30 am, jolting John awake. As he got out of bed, John wondered again if working the “first shift” was right for him. He had started this early factory job after high school. Now, 5 years later, he still wasn’t used to the pre-dawn hours. At first, the extra money was nice. But John had started questioning if the early hours were worth the health and social costs. Sipping his morning coffee, John looked at the pros and cons of the first shift.

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. One such transformative tool that has gained prominence is automation. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation.

There was a time when people used to manually convert images into text for editing, sharing, or printing. It was a time-consuming and tiring task that left the extracted text with human errors, thus requiring editing, which again takes time. With the invention of OCR (Optical Character Recognition) technology, this tiring task has become the simplest and easiest.

Mobile apps have become indispensable for almost any job. One way or another, employees use them to access their work platforms from anywhere at any time. And that’s the kind of flexibility we aimed to improve with the new InvGate Service Desk mobile app. If your organization offers multi-site support across diverse locations or provides remote IT support, having a mobile help desk is absolutely indispensable for agents to provide consistent help despite the device where they choose to do so.