Teams | Collaboration | Customer Service | Project Management

IT support and service delivery mechanisms are changing. End-users are used to Amazon, Facebook, and Google levels of customer experience, so building a tier 0 help desk offering in your organization should be seen as a priority. Done well, this ground-zero level of IT support can empower end-users and help your agents to focus on more technical matters. But what is actually tier 0?

ITIL 4 establishes the service value system (SVS) to show “how all the components and activities of an organization work together to facilitate value creation.” This is comprised of five elements: It’s vital to understand the core principles before you can relate them to customer service, as they all play a role in the customer journey.

So you’re looking to start a career in IT. Good for you! IT jobs have been a dream for young professionals in recent years thanks to the rapid changes in the technology landscape. High pay, high demand, what’s not to like? However, in order to get started properly in IT, there are a few things that you need to get right. What are the possible career paths for you in IT? What skills do you need to start your career in IT? Can IT skills alone help you secure a job at the help desk?

If there's no proper offboarding process in place, organizations can easily lose track of the necessary steps to terminate a business relationship. This, of course, includes employees returning equipment and can be the cause of data and money loss. Not retrieving equipment from workers can pose a severe security issue since devices can contain confidential information and credentials to multiple company platforms and cloud services.

To improve the customer experience, business leaders should lean on proven best practices. While there are many proven ways to give customers a better impression of a business, we recommend doing the following three first: ITIL best practices haven’t historically been utilized in CSM operations or improvements. Still, frameworks like ITIL and COBIT (Control Objectives for Information Technology) have a lot of innovation and efficiency to offer within the customer experience.

"Experience" has become the buzzword for quite some time now. We all think and talk about it, but it hardly ever changes anything. One reason for this is that the word "experience" (and Experience Management, for that matter) is a VERY broad term and can be leveraged for many different outcomes. However, we can take a narrow approach when it comes to service and support by focusing on just one aspect: personalized support.

Professional services automation can play a pivotal role in the delivery of services. It is a technology platform that enables organizations to streamline and automate all areas of their professional services operations, including project management, customer support, billing and invoicing, resource management, and reporting.

Look through think pieces and conversations over the course of the last two years and you’ll find a lot of talk about the acceleration of digital transformation. Now that the dust has settled, we can safely say that many of the grand predictions about the future of work have taken place.

At this point, it’s not new that at InvGate, we always keep improving and to bring you the best experience – and December is not an exception. We have new features and updates that include: Let’s get started.

B2B Customer Service can make or break a company; at the center of that service lies the customer experience (CX). But while 87% of companies believe they provide a strong customer experience, only 11% of their customer base agrees. For B2B companies, that disparity can be particularly damaging. Business customers tend to have a higher standard when it comes to service. They’re typically spending more and coming to the table with more clout than the average consumer.