InvGate Service Management

Basic Information

• Model: InvGate Service Management (formerly InvGate Service Desk)
• Version: Continuously delivered; new features, improvements, and fixes are released as soon as they are ready, rather than being bundled into quarterly updates.
• Release Date: Founded in 2009, with continuous updates.
• Minimum Requirements: Not explicitly detailed, but supports both cloud and on-premise deployments.
• Supported Operating Systems:
  • Desktop: Mac, Windows, Linux (for on-premise deployment)
  • Mobile: Android, iPhone, iPad
• Latest Stable Version: Follows a continuous delivery model, meaning updates are frequent and incremental.
• End of Support Date: Not publicly specified due to continuous delivery model.
• End of Life Date: Not publicly specified due to continuous delivery model.
• License Type: Subscription-based, with pricing often per agent. Offers concurrent user and named user licenses.
• Deployment Model: Cloud (SaaS) and On-Premise.

Analysis of Basic Information: InvGate Service Management is a mature ITSM solution with a flexible deployment strategy, catering to both cloud-first and on-premise environments. Its continuous delivery model ensures users always have access to the latest features and improvements. The per-agent licensing and choice of concurrent or named user models offer flexibility for organizations of varying sizes and operational needs.

Technical Requirements

• RAM: Not explicitly specified for the software itself, but typical for enterprise-grade web applications.
• Processor: Not explicitly specified, but standard server-grade processors are expected for on-premise deployments.
• Storage: Not explicitly specified, but depends on data volume and retention policies for on-premise deployments.
• Display: Web-based interface, compatible with standard desktop and mobile display resolutions.
• Ports: Standard network ports for web access (HTTP/HTTPS) and potentially specific ports for integrations and on-premise communication.
• Operating System:
  • Server (On-Premise): Windows, Linux
  • Client: Any operating system supporting a modern web browser (Windows, macOS, Linux, iOS, Android).

Analysis of Technical Requirements: InvGate Service Management, being a web-based application with both SaaS and on-premise options, has flexible technical requirements. For cloud deployments, the infrastructure is managed by InvGate. For on-premise installations, standard server hardware running Windows or Linux is sufficient. Client-side requirements are minimal, relying on modern web browsers across various operating systems, including mobile devices, ensuring broad accessibility.

Support & Compatibility

• Latest Version: Continuous delivery model, ensuring users always have the most up-to-date version.
• OS Support:
  • Server (On-Premise): Windows, Linux
  • Client: Web browser-based, supporting Windows, macOS, Linux, iOS, Android.
• End of Support Date: Not applicable due to continuous delivery and ongoing support.
• Localization: Available in English, Spanish, Portuguese, German, French, and Italian. Supports Unicode characters for other languages.
• Available Drivers: Not applicable as it is a software platform; integrations are handled via APIs and connectors.
• Integrations:
  • ITAM: InvGate Asset Management, FileWave, Lansweeper, Microsoft SCCM
  • Communication: Microsoft Teams, Slack, WhatsApp, RingCentral, Twilio, Asana
  • Collaboration: Azure DevOps, ServiceNow, Jira, Confluence, Five9
  • HR and Expenses: Workday, BambooHR, Peopleforce, Teamtailor, Factorial, Greenhouse, Workable, Hibob, Rippling, Expensify, Deel
  • Identity and Access Management: Okta, Microsoft Active Directory, Entra ID, Office 365, Open LDAP, SAML protocol support
  • Email: Google G Suite, Outlook
  • AI: OpenAI
  • General: Zapier (for no-code automation), RESTful API for custom integrations

Analysis of Overall Support & Compatibility Status: InvGate Service Management offers robust support and broad compatibility. Its continuous delivery model ensures ongoing updates and eliminates traditional end-of-support concerns. The platform provides extensive localization options, making it suitable for global enterprises. Compatibility is a strong point, with numerous out-of-the-box integrations across various categories and flexible API options for custom connections, allowing it to fit well within diverse IT ecosystems.

Security Status

• Security Features:
  • Role-based access control (RBAC)
  • Audit trails
  • Configuration Management Database (CMDB) for enhanced security and impact analysis
  • User and group management with permissions
  • Visibility rules for managing permissions and access
  • Monitoring of IT asset security compliance
  • Detection of unauthorized and outdated software
• Known Vulnerabilities: No specific known vulnerabilities are publicly highlighted in the provided data.
• Blacklist Status: No information indicates a blacklist status.
• Certifications:
  • ITIL-ready solution, certified for multiple ITIL best practices by PinkVerify and Peoplecert.
  • ITIL 4 compliant (Version IV).
• Encryption Support: Not explicitly detailed for data at rest or in transit, but enterprise-grade security typically includes this.
• Authentication Methods:
  • System's own authentication
  • Single Sign-On (SSO) via Google, Microsoft Identity, LDAP, SAML 2.0
  • Multi-Factor Authentication (MFA)
  • Adaptive authentication based on context (location, device, time, user behavior)
• General Recommendations:
  • Train employees on security best practices (phishing, strong passwords, secure authentication).
  • Integrate IAM with other systems like ITAM, HR, and cloud platforms.

Analysis on the Overall Security Rating: InvGate Service Management emphasizes robust security through comprehensive access controls, audit trails, and ITIL compliance. It supports modern authentication methods like SSO, MFA, and adaptive authentication, crucial for protecting sensitive data. The platform also aids in IT security compliance by monitoring assets for unauthorized and outdated software. While specific encryption details are not provided, the overall security framework appears strong and aligned with enterprise standards.

Performance & Benchmarks

• Benchmark Scores: Not available as specific industry benchmark scores.
• Real-World Performance Metrics:
  • Improved response times and reduced manual follow-ups
  • Faster service restoration through AI-driven categorization and suggested responses
  • Increased agent productivity through automation
  • Streamlined workflows and reduced response times significantly through automation
  • Offers over 150 built-in metrics for analyzing tickets, assets, and processes
  • Customizable dashboards provide insights into service performance and resource allocation
• Power Consumption: Not applicable for a software asset.
• Carbon Footprint: Not applicable for a software asset.
• Comparison with Similar Assets:
  • Vs. ServiceNow: InvGate is often more cost-effective for mid-sized businesses, offers superior ease of use, better ticket creation UX, more effective response automation, and better self-service options. ServiceNow excels in extensive customization, deep ITOM integration, and advanced AI/ML for large enterprises.
  • Vs. Freshservice: InvGate is positioned between Freshservice (more affordable, easy-to-use) and ServiceNow (high-end).
  • Vs. ManageEngine ServiceDesk Plus: InvGate has a more modern design and broader AI capabilities. ManageEngine is more budget-friendly for SMBs.
  • Vs. Jira Service Management: InvGate is considered a strong alternative, with both offering robust ITSM capabilities.
  • General: Praised for rapid deployment, intuitive UI, and no-code customization compared to many competitors.

Analysis of the Overall Performance Status: InvGate Service Management demonstrates strong real-world performance, primarily through its AI-driven automation, intuitive interface, and comprehensive analytics. It significantly improves response times, agent productivity, and operational transparency. While lacking specific industry benchmark scores, user feedback and comparisons with competitors highlight its efficiency, ease of use, and cost-effectiveness, particularly for mid-sized to large organizations seeking advanced functionality without the enterprise-level costs of solutions like ServiceNow.

User Reviews & Feedback

• Strengths:
  • Intuitive user interface and ease of use
  • Comprehensive feature set for incident, problem, change, and asset management
  • AI-driven automation for ticketing, routing, and suggested responses
  • No-code customization and visual workflow builder
  • Scalability and flexibility for both cloud and on-premise deployments
  • Seamless integrations with popular business tools
  • Powerful reporting and customizable dashboards with 150+ metrics
  • Effective self-service portal options
  • Strong customer support and transparent pricing
  • Cost-effective compared to enterprise-grade solutions
• Weaknesses:
  • May be considered "heavy" for smaller teams or those seeking simpler solutions
  • Limited customization compared to some other solutions on the market, which can be a challenge for highly specific adaptations
  • Lacks some fundamental IT asset management features for procurement, renting, or disposal of equipment, making it less suitable as a dedicated ITAM platform
• Recommended Use Cases:
  • Mid-sized to large organizations seeking to streamline IT operations and improve service quality
  • Companies across various industries including finance, healthcare, education, government, and aerospace
  • Organizations looking for an ITIL-ready solution with robust ticketing, workflow automation, and integrated analytics
  • Teams needing to extend service management beyond IT to departments like HR, finance, and facilities (Enterprise Service Management)

Analysis of User Reviews & Feedback: User feedback consistently praises InvGate Service Management for its intuitive interface, comprehensive features, and powerful AI-driven automation, which significantly enhance efficiency and user satisfaction. Its no-code customization and robust reporting are also highly valued. While generally seen as a cost-effective and scalable solution, some users note limitations in deep customization and specific IT asset lifecycle management features. It is highly recommended for mid-to-large organizations seeking a balanced, ITIL-aligned ITSM platform with strong integration capabilities.

Summary

InvGate Service Management is a robust, ITIL-ready platform designed to streamline IT and enterprise service operations. It offers a comprehensive suite of features including incident, problem, change, and asset management, complemented by AI-driven ticketing, no-code workflow automation, and a modern self-service portal. The asset is available in both cloud (SaaS) and on-premise deployment models, providing flexibility for diverse organizational needs. Its continuous delivery model ensures users benefit from ongoing updates and improvements.

Technically, InvGate Service Management is a web-based application with minimal client-side requirements, supporting various desktop and mobile operating systems. For on-premise deployments, it runs on standard Windows or Linux server environments. Support and compatibility are strong, with extensive localization options and a wide array of out-of-the-box integrations for ITAM, communication, collaboration, HR, and identity management tools, alongside a flexible RESTful API.

Security features include role-based access control, audit trails, and support for modern authentication methods like SSO, MFA, and adaptive authentication. It is certified for multiple ITIL best practices, underscoring its commitment to industry standards. Performance is characterized by improved response times, increased agent productivity, and comprehensive analytics with over 150 built-in metrics, enabling data-driven decision-making. Comparisons often highlight its superior ease of use, effective automation, and cost-effectiveness relative to more complex enterprise solutions.

User reviews consistently commend its intuitive interface, comprehensive functionality, and AI capabilities. Strengths include its no-code customization, seamless integrations, and strong customer support. While it excels in ITSM, some users note that its dedicated IT asset management features are not as extensive as specialized ITAM platforms, and deep customization might be less flexible than some alternatives. It is an ideal solution for mid-sized to large organizations seeking an efficient, scalable, and ITIL-aligned ITSM platform that can extend to Enterprise Service Management.

The information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.