Frequently asked questions

IT Service Management (ITSM) has evolved from reactive technical support into a strategic operating model that aligns digital service delivery with business objectives. Built on frameworks like ITIL 4, ITSM transforms isolated tasks into structured value streams, ensuring visibility and governance through defined processes for incident, request, problem, and change management. This framework enables organizations to standardize demand via service catalogs and self-service portals, establishing clear commitments through Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) that measure performance for both end-users and internal teams. As these processes mature, companies achieve a seamless transition toward Enterprise Service Management (ESM), unifying the service experience across highly regulated, high-demand departments—such as HR, Finance, Healthcare, and Education—under a single framework of control, advanced analytics, and continuous improvement.

InvGate Service Management stands as a comprehensive ITSM and ESM platform designed to maximize operational autonomy without the complexity or hidden costs of traditional, consultant-heavy solutions. Through a no-code approach and a Visual Workflow Builder, the solution enables the orchestration of complex processes, multi-level approvals, and real-time performance metrics without requiring custom programming. The platform natively integrates the AI Hub, an assisted artificial intelligence layer that optimizes ticket assignment and agent productivity using a human-in-the-loop model. This technical ecosystem facilitates agile implementation and scalable evolution, allowing everyone from small support teams to global enterprises to maintain total process ownership, ensure regulatory compliance, and reduce Total Cost of Ownership (TCO) through simplified internal administration.