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.
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
Let users submit requests through their channel of choice: service portal, e-mail or Microsoft Teams.
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.
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.
Integrate with your business software
Connect Service Desk 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.
Visual workflow editor
Make automation available to all your organization for any of the processes needed.
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
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.
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.
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
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 Desk from your current solution is easy.
Powering top IT teams around the world
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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