If you’re running a business, customer service is king. To keep your customers happy, you need to ensure that your team is meeting their needs and expectations at all times. But how do you know if your team is delivering the level of service your customers demand? That’s where service level indicators come in. Service level indicators (SLIs) are the metrics used to track the performance and reliability of your customer service team.

Building a Maintenance ticketing system is a strategic move for any company looking to streamline its Facility Management operations. It’s a tool that not only manages the influx of maintenance requests through tickets, but also streamlines the entire process from reporting to resolution.

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.

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.

If you work in the field of Information Technology, you know issues are bound to arise sooner or later. Whether it’s a hardware malfunction or a software glitch, problems can impede the normal functioning of your IT systems, causing delays and frustration for your team and customers. This is where the ITIL Problem Management Process Flow comes in handy.

Are you seeking ways to enhance your business operations, boost efficiency, and optimize productivity? Your solution lies in Enterprise Workflow Automation with the aid of advanced management software. By automating critical business processes through the utilization of workflow management software, your organization can unlock new levels of operational excellence and elevate performance to new heights.

In this blog, we will explore the concept of change management in cyber security and its importance in maintaining system integrity. Change management is a structured process that organizations implement to handle system or service changes related to information security. By effectively managing these changes, businesses can mitigate security risks, adapt to new cyber threats, and ensure the smooth implementation of cybersecurity initiatives.

Organizations must be prepared to adapt and change to remain competitive. This is where change management in human resources (HR) comes in. Change management is the process of planning, implementing, and guiding organizational change. It is crucial to ensure that employees are engaged and on board with the changes to achieve desired outcomes smoothly. HR professionals and teams play a critical role in successful change management.