In the ever-evolving IT Service Management (ITSM) landscape, adaptability, personalization, and real-time data are critical to success. InvGate understands this need and continuously evolves its offerings to meet these dynamic requirements. In line with this, we are pleased to introduce InvGate Service Desk’s enhanced Request Views, designed to increase productivity, improve visibility, and facilitate collaboration – all with real-time updates.

Managing multiple help desks across different departments and functions is a challenge. If, on top of that, you’re dealing simultaneously with multiple tools or platforms, you are likely subject to extra inefficiencies and increased costs. The best way to address this is to integrate your multiple help desks into a centralized IT Service Management (ITSM) solution. We know it’s not an easy or quick process and you might feel it’s never the right time to put in the needed effort.

Welcome to the first in a series of ten blog posts, drawing insights from the Vivantio eBook, The Complete Guide to Customer Service Transformation. We kick off the series discussing the evolution of B2B service trends, a shift that has significantly altered the conventional business landscape. In an era of digital dominance, labelling a business as a “service business” is becoming an obsolete distinction.

Incident management can mean many things, depending on your work. For example, it can describe an organisation’s activities to identify, analyse, and correct hazards. In many ways, this definition’s identification, analysis, and correction element is valid for most incident management use cases, whatever the description of “incident”.

We’ve introduced several new features, updates and integrations in the second quarter of 2023. We would like to take this opportunity to showcase some of the key new features that have been released during the fist quarter of this year. As an organisation, we would like to thank all of those who have provided feedback and suggestions for new features. We always have and will continue to take into account our clients ideas, in addition to our pool of thoughts internally.

We’re excited to introduce our upcoming blog series: “Navigating the Path to Customer Service Excellence,” which is a review of the Vivantio eBook The Complete Guide to Customer Service Transformation. Over the next five weeks, we’ll be diving into a pivotal component of B2B success—putting customers at the very core of your business operations.

The disruptive nature of generative AI in business is becoming apparent. We sat down to chat with Prasad Ramakrishnan, chief information officer (CIO) at Freshworks, to understand how he believes generative AI will impact and transform the service management industry. Here’s what he has to share with CIOs on how generative AI can be leveraged to improve employee experience and agent productivity.

McLaren Racing today announced Halo, the fastest growing IT Service Management (ITSM) and Professional Services Automation (PSA) software provider, as an Official Partner of the McLaren Formula 1 Team from 2023. The partnership will support the McLaren F1 Team in enhancing its productivity through Halo’s industry-leading IT service management platform, HaloITSM.

So much has happened socially and in the workplace in the last few years. As a result, various factors have changed the corporate demands on IT service management (ITSM). There’s the increased corporate reliance on technology, new ways of working (usually based on digital transformation, which increases the dependence on technology even more), the need to reduce costs, and higher employee expectations of IT service delivery and support.