Your Gateway for Better IT
Service Desk and Asset Management solutions designed to optimize IT service delivery and support.
Service Desk
InvGate Service Desk enables your company to improve IT support efficiency, to reduce costs, and to improve the quality of service and customer experience.
Assets
InvGate Assets enables your company to easily discover, track, and manage IT assets, to gain greater control, to reduce costs, and to remain compliant.
Ticket Management
When an end user has an issue or request, you need to be able to deal with it as quickly as possible. It’s easy to log, manage, and report on the IT issues that are affecting your company and its people, plus service requests. Not only providing a quick resolution but also offering a good end user experience, along with the ability to assess customer satisfaction.
Knowledge base
Bolster the knowledge of IT support staff, and improve the speed of issue resolution, through the use of knowledge articles. Create articles quickly and make them universally accessible through InvGate’s Natural Language Technology that suggests solutions to IT staff as tickets are created. The articles can also face outwards to end users, via the self-service portal, such that they can easily find the information they need to help themselves.
Problem management
Given the non-stop flow of incidents to the service desk, organizations often struggle to find the time and resource to undertake problem management to remove recurring issues. InvGate Service Desk provides you with a number of time-saving problem management capabilities, in addition to enabling the process for progressing problems through the problem lifecycle, that will help problem management to “get done.”
Change management
Modern business change necessitates speed, but with speed comes both IT and business risk. InvGate’s change management capabilities help ensure that all your IT changes are managed efficiently, with risks effectively managed, such that change failures and delays are minimized. Make service desk life easier, and improve IT’s business reputation, by minimizing the level of change-related issues and their unfortunate impact on business operations.
ITIL-alignment
Designed to be the right blend of ITIL best practice, practical customer needs, and the modern look and feel of consumer-world applications, InvGate Service Desk has PinkVERIFY certification for four ITIL processes: incident, problem, and change management, and request fulfillment. Assuring you that InvGate can be used in your IT operations environment in the knowledge that industry best practices are being employed.
Reporting and analytics
InvGate Analytics is more than just an advanced reporting tool, with interactive dashboards delivering what IT support teams, and their management, need in real-time. Where users can explore, discover, and interact with data and information intuitively through simple drag-and-drop and drill-down functionality.
Self-service
InvGate Service Desk’s self-service capabilities allow customers to provide a modern, consumer-like access and communication channel to end users – with self-help via a predictive knowledge base, service catalog capabilities, end user issue logging, to breaking news broadcast capabilities. Plus of course, self-service also takes the pressure off the IT support team, as end users help themselves, with the associated cost savings.
Workflow
You can fully integrate IT with your business processes, and create an automated workflow no matter the department. InvGate Service Desk also simplifies IT support through the use of intelligent automation. For instance, the routing of issue tickets to the most appropriate resolvers or requests to approvers; or the conversion of end-user emails into tickets.
Service level management and SLAs
Prioritize operations based on impact and urgency plus agreed service level targets. Track tickets through to resolution, get alerted when service level targets are close to breaching or have breached, ultimately helping individuals and the team to meet or exceed your agreed performance levels. Different service levels can apply to both incidents and service requests, for different issue or request types, and for different locations, teams, or roles.
Asset Inventory
InvGate Assets allows you to track and manage all IT hardware and software in a centralized and automated way. Taking asset information from agent-based discovery, network discovery, and third-party sources to provide a single version of truth for your company’s IT asset estate.
Asset Monitoring
With InvGate’s Asset Monitoring capabilities you can monitor all changes in software, hardware, licenses, and even workstation allocation remotely. Every modification on your network is tracked in real time to provide full visibility into, and control of, IT assets.
Software License Management
Keeping an up to date record of software licenses, their value, allocation, and expiry is not only necessary for effective cost management, but also to ensure compliance in the event of a vendor software license audit. InvGate Assets provides the capabilities required to efficiently track, plan, purchase, and manage your licenses.
IT Financials and Lifecycle
Detailed information on asset contracts, financials, and lifecycles is critical for effective IT asset management and the benefits it brings. InvGate Assets allows you to make more informed decisions on asset utilization, to better budget for IT investment, and to effectively manage the renewal of your infrastructure.
Remote Desktop
Thanks to InvGate Assets Remote Desktop, you no longer need to travel great distances to maintain your systems. Instead take remote control of workstations, to provide help, resolve issues, and make manual changes where automation is unable to.
Network Discovery
Better asset data drives better decisions and better performance. InvGate Assets performs automated and unattended inventory of all SNMP devices connected to the network – such as servers, PCs, network printers, routers, switches and access points, etc. – to provide you with a detailed analysis of your total IT estate.
Software Metering
InvGate Software Metering is an innovative and intelligent tool for optimizing software use across your organization. With it you can access comprehensive reporting capabilities, as well as statistics on software utilization, to reduce waste and deploy software asset resources where they are most needed.
Software Deployment
InvGate Assets Software Deployment is specifically designed to save you time and reduce management costs, with unattended distribution and simultaneous installation of software on multiple workstations anywhere across your network.
Gamification
Improve teamwork, employee engagement, and overall performance with InvGate’s Service Desk gamification capabilities. Here game mechanics can be used to engage IT support employees in their work, to motivate them, to engender team comradery, and to reinforce the right behaviors. Reward staff for contributing to team, department, or company goals as they Battle the Ticket Beast and Quest for better service.
Multi-department support
While InvGate Service Desk was originally created to help IT professionals deliver and support IT services, it’s equally applicable to other corporate service providers. You can define and flexibly configure groups that directly align to your business and support structure, whether it’s multiple IT service desks or desks across different business functions such as HR and facilities.
Other valuable capabilities
In addition to all of the key capabilities mentioned such as such as ticket, problem, and change management. InvGate Service Desk also offers a number of additional capabilities such as integrated IT asset management (via InvGate Assets), pre-prepared templates, custom interfaces, intelligent notifications, UI flexibility including company branding, Active Directory import, multilingual support, and more.