To master the art of running a successful service desk, imagine it as a game of chess. Each piece, whether it's your team, the tools you use, or the strategies you implement, plays a crucial role in winning the game. There's no one-size-fits-all approach to how to improve IT support, but the tactics outlined in this article will undoubtedly boost your service desk's efficiency, enrich the user experience, and optimize the Return on Investment (ROI) of your tool.

Today’s businesses rely heavily on their IT infrastructure to help resolve the incident at hand. However, unexpected disruptions can occur, leading to significant downtime and business losses. To ensure smooth operations and minimize the impact of these disruptions, it is crucial to have an efficient incident management workflow in place.

Some help desk tickets are solved in just one exchange. Others might need more interactions, more people to review them, or even require escalation. All that back and forth generates multiple messages, and new observers may need up to 10 minutes to catch up. You can now use the Ticket Summarization feature on InvGate Service Desk to speed this up! Using generative AI, this feature can create a brief ticket summary with the incident’s main activity.

An updated knowledge base is an essential part of an organization's self-service offering. But keeping it updated is no easy task. What if you could have artificial intelligence (AI) work for you and help you with Knowledge Management? That’s what InvGate Service Desk Knowledge Article Generation feature does! According to a report by Microsoft, 88% of respondents expect a brand or organization to offer self-service support, and 66% begin with self-service when in need.

The IT world has always evolved quickly, but the explosion of generative AI and multimodal models is a major breakthrough in the industry. It is changing how we relate to technology – and now it will also change your IT service offering. We’re very excited to introduce you to InvGate AI Hub. InvGate AI Hub consists of a series of features that enable artificial intelligence for IT teams.

Welcome to our guide on mastering your workflow with expert incident tracking best practices. Incidents can occur at any moment, and effectively managing them is essential for maintaining productivity and customer satisfaction. In this article, we will explore the importance of incident tracking, root cause analysis, and how it can improve your workflow.

When looking for reliable IT Service Management (ITSM) software for your organization, it's crucial to determine whether an on-premise or a cloud-based solution best suits your needs. With technology rapidly evolving, many solutions are shifting exclusively to cloud-based help desk offerings, which are more flexible. However, numerous organizations still require control over their servers and prefer to keep sensitive information within their own installations.

In today’s digital landscape, maximizing your software investments is crucial for businesses of all sizes. Vivantio’s Software Asset Management (SAM) services help you streamline compliance, cut costs, and optimize your software usage. This article explores the benefits of their SAM solutions and how they can empower your organization’s managed services to take control of your software assets.