Enterprise Service Management (ESM)

Create an employee-centric organization

Improve the experience of your teams by making everything your organization can do for them visible in one place, while at the same time streamlining processes and operations.

Enterprise Service Management Solution

With Enterprise Service Management, your organization can incorporate some of the best practices originally designed for IT departments and extend them to other teams, such as Human Resources, Legal, Facilities and Finance.

InvGate Service Management allows your organization to create a central service portal. Centralize all incoming requests and integrate the process flow between departments for increased alignment and efficiency.

Service Catalog

Provide a unified service experience

Give your employees access and visibility on everything your organization can do for them, from HR to IT.

Provide a unified service experience
Create a cross-organization request portal

Create a cross-organization request portal

Give users the opportunity to assist themselves by providing a service catalog customized according to their role and permissions and by centralizing the communication with every area of the organization.

Offer multiple channels of communication

Offer multiple channels of communication

Let users submit requests through their channel of choice: service portal, e-mail or Microsoft Teams.

Receive customer feedback

Receive customer feedback

Access an updated and relevant insight on how your team is performing by receiving feedback ratings from customers.

Enterprise Service Management

Integrate multiple departments into one service desk

Improve operational efficiency in your organization by creating a centralized help desk that cuts across functions and departments.

Integrate multiple departments into one service desk
Centralize multiple service areas

Centralize multiple service areas

Create different help desks with independent SLAs by adopting a multi-department help desk solution.

Create custom forms for each request

Create custom forms for each request

Create request forms tailored to each need, with custom fields and flexible workflows.

Integrate with your business software

Integrate with your business software

Connect Service Management to other crucial services for your business with InvGate’s bi-directional API or other tools.

Automation

Streamline operations with automated processes

No-Code workflow development helps you to easily create predefined steps for strategic services, eliminating manual tasks and errors.

Streamline operations with automated processes
Visual workflow editor

Visual workflow editor

Make automation available to all your organization for any of the processes needed.

First Response and SLAs

First Response and SLAs

Extend ITSM capabilities across the organization, with features such as first response and SLAs.

Unlimited watchers and approvers at no cost

Unlimited watchers and approvers at no cost

Gain visibility for key stakeholders, add approval roles and assign watchers without increasing operational costs.

Enterprise Analytics

Receive and provide a clear view of the service desk performance

Provide your organization with greater insight into its operational performance and help highlight areas of success, as well as those in need of improvement. Gain better access to data and information, allowing cost-shared transparency, which will translate into better decisions.

InvGate Service Management’s dashboards featuring visual data elements such as total requests, pie charts showing request distribution, a line graph, and a bar chart.
Get the most value out of your data

Get the most value out of your data

Process and analyze large amounts of data in a simple way, thanks to Service Management’s OLAP engine that powers dashboards and reports.

Get real-time performance information

Get real-time performance information

Gain the data you need to direct process improvement in your services, with real-time information, simultaneously from multiple help desks.

Customize and share dashboards

Customize and share dashboards

Build dashboards and share them with team members and stakeholders for more transparency.

Examples

Enterprise Service Management applied

How can your organization benefit from an ESM platform? For starters, if you deal with repetitive tasks or problems, time sensitive requests or multiple participants in a process, ESM can help transform the way they are managed.

Employee Onboarding

A new employee hire triggers a new record in your Human Resources Management System. This is followed by a request to facilities for workspace preparation and another to IT, that checks if the required devices are in stock or if they must trigger a new buy order.

Employee Support

The knowledge base can serve as a time saver for frequently asked questions such as payroll, benefits or specific processes.

Payment Requests

Finance can centralize the reception of invoices or payment requests for day to day expenditures.

Legal Approvals

Contracts or any other legal document can be reviewed and approved by the legal department with automatic notifications to the CEO.

Building Repairs

Employees can notify Facilities for any repair needed in the office building.

Enterprise Service Management course

Introduce yourself to the world of Enterprise Service Management (ESM), and learn the tools and knowledge required to get started in your organization.

Upper right quadrant ESM capabilities at a fraction of the cost

Get the best of ESM with a simple, no-code configuration, avoiding expensive third party integrators and decreasing the total cost of ownership. Migrating to InvGate Service Management from your current solution is easy.

Upper right quadrant ESM capabilities at a fraction of the cost

Global leaders trust InvGate

We can help you on your next ITSM project

This is just a quick glimpse of everything that InvGate Service Management can do for you. Let’s get in touch and work together on your next project.

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