InvGate Service Desk Self-Service

What is InvGate Service Desk Self-Service?

Self-Service InvGate Service Desk

An intuitive self-service portal that supports end-user problem and request management, improving the operational efficiency of IT support, reducing costs, and improving the end-user experience.

Self-service portal overview

InvGate Service Desk's self-service capabilities are designed with one purpose in mind: to be so intuitive and attractive that people would like to use them to solve their problems.

Self-service UI

InvGate Service Desk provides your IT team with a modern, consumer-like communication and access channel for end users and customers. Using the self-service portal, end users can create and track incidents, view current outages, search for solutions in the knowledge base, and provide feedback on service performance. All through a user-friendly and modern interface that offers a user experience similar to what they would expect from their favorite social networking sites.

Service Request Catalog Capabilities

InvGate Service Desk allows end users to select their required IT products and services from the predefined online portfolio of available items. This is based on the end-user role and is the beginning of an automated workflow that leads the end-user's need for the request to provisioning, getting the necessary approvals along the way. While waiting for your new product or service, end users can track the request during the provisioning process. These features can also be used for other lines of business, such as HR and facilities.

Out of IT

The self-service portal can also serve more than just IT end users - with it also applicable to HR, facilities, and other business functions that handle employee requests for help, service, information, and change. In addition, in addition to improving the customer experience, the self-service portal will also relieve pressure on your IT support team or equivalents in other business roles when used in your organization - with end users helping themselves instead of calling.

Other channel

Self-service is another call center access channel that allows end users to provide details of their problem or service request at their own pace, 24 hours a day, 7 days a week. Or they can help themselves with access to the FAQ knowledge base (FAQs) and knowledge articles - fixes for common problems or explanations about how to do things, such as setting up mobile email on a personal device.

Real-time information

End users no longer need to call or email the call center to get an update on their incident or service request. Self-checking ticket status saves end-user and call center time. In addition, they can access news broadcasts and smart notifications. Broadcasts can report important issues, such as outages that affect business or upcoming events, such as planned downtime.

The benefits of the InvGate Service Desk

Available as an on-premises solution or SaaS, InvGate Service Desk's self-service capabilities offer a number of important benefits to IT departments (in addition to other business functions if used outside of IT). The benefits available will be different from customer to customer based on operational decisions and organizational culture, but most customers will seek to achieve a number of the following benefits by introducing InvGate's self-service capabilities:

A better customer experience

Employees now expect to see consumer-level self-service features in the workplace, including problem logging, service request catalogs, and knowledge availability for self-help. In addition, anytime, anywhere, any device access to services, information and help. It's the growing extent of what started as IT consumerization.

Reduced costs

Save time and money for IT and ultimately for business by allowing the end user to do what the service desk did previously - capturing information about incidents or service requests on tickets created by themselves or eliminating the need for IT staff involvement. How the end user helps himself through the knowledge base and/or the use of self-service automation features.

Improved availability

Self-service can be used to extend the opening hours of the service desk without the need for additional staff and associated costs. It also extends the reach of the call center to global organizations, with self-service that allows the addition of local language usage with a minimum of investment in language knowledge.

Improved efficiency

Self-service will benefit service center agents and end users in terms of end users helping themselves. However, the actual efficiency to be achieved will be achieved through back-end workflow and automation to provide solutions with minimal human interaction and delay.

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