IT Service Management (ITSM) Solution

The best ITSM technology behind your IT team

Manage the end-to-end delivery of IT services to customers in your organization with InvGate Service Desk.

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An intuitive and flexible ITSM solution built for your organization

IT Service Management Solution

IT Service Management (ITSM) is the practice of delivering quality IT services to customers across the organization with the use of the right mix of people, processes and software.

With InvGate Service Desk, your organization can create a state-of-the-art IT Services department, with ITIL-certified incident, problem, change and service management capabilities, a self-service platform and flexible reports.

InvGate Service Desk is used by organizations to support millions of users around the world.

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ITIL Alignment

Everything you need to implement an ITSM project

InvGate Service Desk is one of the few ITIL® 4 Certified platforms by PinkVERIFY™, giving your organization the foundation to build an ITIL-compliant service desk.

Main areas that InvGate Service Desk cover as an ITSM software

ITSM Tool

Build a state-of-the-art service desk

Create a single point of contact between IT and the rest of the organization. Unify all communication channels into one platform, organizing and distributing work based on rules such as incidents, requests, categories and priority.

Main view of InvGate Service Desk platform

Main view of InvGate Service Desk platform showing its intuitive UI

Intuitive UI means better support

A ticket management interface designed for fast resolution and clear understanding of requests and SLAs by agents and managers.

InvGate Service Desk connected to several communication platforms such as e-mail, self-service portal and Microsoft Teams

Centralize communications into one platform

Let users use their channel of choice, be it e-mail, the self-service portal or Microsoft Teams. Everything is organized in one place.

Ticket Management processes being updated automatically with a workflow

Automate your operations

Manage change, problems, and incidents by automating processes with workflows and 3rd party integrations, and assist your agents with AI powered suggestions.

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Discover other Service Desk features

Everything you need to provide outstanding service.

ITSM Self-Service Portal

Give users a portal for fast support

Create a fully customized and branded self-service portal to support the management of end-user issues and requests, improving IT support’s operational efficiency, reducing costs, and enhancing end-user experience.

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

Encourage self-help

A search engine suggests users with potential knowledge base solutions to their issues, or guides them to the right service.

Provide a service catalog

Create an online portfolio of available services based on the users’ role and keep them informed on the status of request through the provisioning process.

InvGate Service Desk's knowledge base helps resolve end user issues and requests

Capture and reuse knowledge

Build a knowledge base to help resolve end-user issues and requests, improving operational efficiency and end-user experience.

ITSM Analytics

Receive and provide a clear view of the service desk performance

Provide IT staff with greater insight into their operational performance and potential improvement opportunities with better access to data and information that drives better decisions and, in turn, better performance.

Information and KPIs shown in several dashboards of InvGate Service Desk

Dashboards showing real-time informationDashboards showing real-time information

Get real-time performance data

Get the visibility you need to drive process improvement in your service desk, with real-time information and easy reporting personalization.

Custom dashboard displaying KPIs and core information

Customize and share dashboards

With fully configurable point-and-click and drag-and-drop configurations, you can easily display the KPIs and information that is most important to your business to help highlight areas of success and those in need of improvement.

Visual indicator of a Service Level Agreement response time

Provide guidance on expected response times

Help agents focus their time and effort where it’s needed most by providing a visual indicator of the agreed SLA response time, ensuring the most critical issues are dealt with first while still achieving SLA targets across all issues and service requests.

Enterprise Service Management

Grow ITSM as your organization grows

Maintain a long-term vision with the ability to take IT best practices to other areas and extend the services available as your organization matures.

Main business areas covered by InvGate Service Desk

IT Asset Inventory connected to InvGate Service Desk

IT Asset Management

Connect your IT Asset Inventory from your IT Asset Management Software to your service desk for a unified view of asset-related incidents.

Multiple service areas centralized on a single service desk

Centralize multiple departments and help desks

Onboard different organizations and service departments, separate access as needed and have an integrated report of your organization’s performance.

Integration of different 3rd party tools such as Zapier

Integrate 3rd party tools to your workflows

Automatically create incidents when a server is down or begin an asset provisioning workflow when a new employee joins the company.

Upper right quadrant ITSM capabilities at a fraction of the cost

Get the best of ITSM with easy no-code configuration, freeing you from expensive third-party integrations, decreasing the total cost of ownership. Migrating to InvGate Service Desk from your current solution is easy.

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