Experience management (XM) is a term that has been in everyone’s mouths as of late. It has taken the IT world by storm and heralded it as a new and innovative way of viewing the relationship between customers, employees, and stakeholders. Customer experience management and employee experience management have become integral to ITSM and the service industry. Hence, it was only a matter of time for experience management to become highly regarded in this data-driven and ever-expanding market.

The recent onset of digital workplace trends is the driving force of change behind the shifting and agile, modern workplace. If the past few years have taught us anything, organizations have no choice but to adapt to the rapidly accelerating tide of digital transformation. Along with the evolution of digital transformation has come a more comprehensive digital workplace technology landscape.

Discover the latest updates that will improve the way users make their requests. Aiming to improve our user’s experience, we’ve introduced some changes to InvGate Service Desk’s catalog view in order to make it more intuitive and easy to use. This upgrade includes some updates in how categories are shown, how results appear on the search bar, and the overall experience.

Farmacity is one of the major retail store chains in Argentina, with a business model that combines pharma with convenience stores. Since its foundation in 1997, it has consolidated its position as the largest employer of pharmaceutical professionals in the country. With more than 300 stores and two distribution centers, Farmacity employs over 7,000 people. Before working with InvGate Service Desk, Farmacity was using a self-developed ticketing solution.

It seems like the IT industry is paying more holistic attention to experience management. Needless to say, leadership in the information technology sector is all about making teams reach their full potential and encouraging customer loyalty. Yet, in the past, we’ve failed to create direct links between employees and customers as if there was no correlation. But now, the total experience strategy is emerging beyond potentiality and loyalty.

InvGate Service Desk has a brand new Request View to improve our users' experience — while keeping all the details service desk agents need to process tickets right at hand. At InvGate, we’re always looking for ways to improve our UX/UI to provide our users with a better experience. And that means listening to their feedback and turning it into action. This is why we improved the Request View in InvGate Service Desk.

With the rapid evolution of information technology (IT) used by organizations seeking to optimize their business performance, it’s no surprise to see high demand for IT service management consultants. Hiring an IT service management consultant is a tricky business. You have a lot to consider as an organization that wants someone qualified to oversee smooth IT service delivery and enterprise service management (ESM).

Organizations spend a lot of resources to make their employees productive. Revenue in the productivity software segment is expected to reach US$72.88 bn in 2022, according to Statista. Productive employees help organizations grow and improve customer satisfaction. For a service desk, task management comes in. Intelligent task management can improve the service desk experience significantly for both users and service desk agents. Let’s explore how.