InvGate Service Desk is an ITIL-aligned IT SERVICE MANAGEMENT (ITSM) solution, available both on-site and in SaaS delivery models, that employs industry best practices to help your business: increase the operational efficiency of IT support, reduce costs, and improve the end-user experience.
InvGate's ITIL-aligned Service Desk
InvGate Service Desk is an ITIL-aligned IT SERVICE MANAGEMENT (ITSM) solution, available both on-site and in SaaS delivery models, that employs industry best practices to help your business: increase the operational efficiency of IT support, reduce costs, and improve the end-user experience.
InvGate Service Desk ITIL Alignment Overview
InvGate Service Desk is designed to be the right balance between ITIL best practices, customer practical needs, and the modern look found in consumer-world applications. It offers a combination of process automation, required functionality and flexibility to make the tool fit your business operations – not the other way around. The InvGate IT Service Management (ITSM) solution is PinkVERIFY certified for four core ITIL processes: incident, problem and change management, and request fulfillment.
Service Operation
Using ITIL and InvGate Service Desk best practices makes it easy to record, manage, resolve, and report on IT issues that are affecting your business operations and people with our incident management capabilities. Not only for faster resolution, through workflow and automation and knowledge management, but also with a better end-user experience. And take the pressure off your call center with the use of problem management best practices and self-service and automation capabilities that free up IT staff to focus on what's most important.
Service Transition
InvGate's change management capabilities ensure that all IT changes are managed efficiently, with assessed and reduced risks, so that delays and change failures are minimized. It facilitates the life of the service center and improves IT reputation by minimizing the level of change-related issues and issues. InvGate's knowledge management capabilities include automatic suggestions for solutions to IT staff as incident tickets are created, helping to increase the speed of troubleshooting.
Service Design
With service-level management capabilities, your IT team can prioritize service center operations based on the impact and urgency of a problem, in addition to agreed service level goals, and be notified of violations; making it better positioned to meet or even exceed agreed performance levels. Using features such as Service Level Management and InvGate SLAs will help your business improve IT support, help desk, or IT service operations by focusing attention on the things that matter most.
Service Strategy
With InvGate's financial management capabilities, you can determine the actual cost of providing IT support in your business. By gaining meaningful financial information about IT activities, your IT team can better understand what expenses associated with resources and assets are sustaining IT services. In the InvGate Service Desk, there is simple and accurate time recording and wait time analysis, as well as resources for budget control, forecasting and the basis for IT reversal if necessary.
The benefits of ITIL and InvGate Service Desk
Using ITIL and InvGate Service Desk will help your business improve IT service delivery and IT support. Thanks to itil best practice processes and enabler-ins - through workflow and automation, notifications, knowledge management, self-service and integrated reporting and analytics capabilities - your IT teams will improve IT and ITSM operations in a variety of areas.
Increased operational efficiency
Best practice processes mean that call center agents do things optimally, with minimal errors and rework. Manual effort is reduced through automation, and simple issues and requests are handled through self-service - freeing up call center agents to spend time on more difficult and potentially more important tasks.
Cost reduction
Manual labor still contributes a large percentage of IT costs and IT support. Optimizing workflows and reducing it personnel dependency will lower IT personnel costs and limit the adverse effect of business-impacted IT issues and flawed changes, not only to reduce IT costs, but also to improve business operations and finance.
Improve customer satisfaction
The delivery and support of IT services is not limited to providing high-quality IT services, but also to meeting the desires, needs, and expectations of the end-user, customer, and enterprise. ITIL and InvGate Service Desk will ultimately help improve not only the quality of IT services, but also the end-user experience.
Increased perception of performance
InvGate Service Desk provides a mechanism for a wide variety of IT service delivery and support data points to be collected and analyzed. This data - related to operations, service levels and costs - can be used to evaluate day-to-day activities; to demonstrate efficiency, effectiveness and value; and identify trends and opportunities for improvement.
System requirements:
CPU: 1.8 GHz dual core processor
RAM: 2 GB
HDD / SSD: 50 GB of free space on the main drive
Operating system: Microsoft Windows 8 32-bit, Microsoft Windows 7 32-bit and Microsoft Windows Vista 32-bit
Resolution: 1024×768
Supported operating systems
Mac OS X 10.5 x (Leopard), Mac OS X 10.6 (Snow Leopard), Mac OS X 10.7 (Lion), Mac OS X 10.7 (Mountain Lion), OS X 10.9 (Mavericks) and Mac OS X 10.10 (Yosemite)
Hardware requirements
Memory - 1 GB of RAM and more
Free disk space - 50 MB
System type - 32-bit and 64-bit OS
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