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 Desk 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

From HR to IT, give visibility and access to your customers on everything your organization can do for them.

Platform's search bar allows users to create their requests with knowledge base suggestions

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.

Request submissions are supported by several channels of communication

Offer multiple channels of communication

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

Customer providing feedback on a solution confirmation

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.

Multiple departments integrated within one centralized service desk
Multiple service areas centralized with independent SLAs

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

InvGate Service Desk can be integrated with your business software such as Zapier, PageDuty

Integrate with your business software

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


Streamline operations with automated processes

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

Workflow editor that enables the creation of any proccess needed

Visual workflow editor

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

See critical information such as first response time and resolution SLAs

First Response and SLAs

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

Request created by a Customer with a Watcher and an Approver 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.

Information and KPIs shown in several dashboards of InvGate Service Desk
Data processed on dashboards and reports by InvGate Service Desk's OLAP engine

Get the most value out of your data

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

Dashboards showing real-time 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.

Custom dashboard that can be shared

Customize and share dashboards

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


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

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 Desk from your current solution is easy.

Upper right quadrant ITSM capabilities at a fraction of a cost

Powering top IT teams around the world

Price Waterhouse Coopers
Arcos Dorados
Peoples Bank
United States Army
Collins Aerospace
Alaskan Copper

We can help you on your next ITSM project

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

The way in which the best IT teams achieve success

Join the over 400+ companies already growing with InvGate.

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