IT Service Management (ITSM) Tool

IT Service Management Solution

IT Service Management (ITSM) delivers quality IT services to customers across your organization by bringing together the best combination 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 personalized 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 platforms Certified by PinkVERIFY™. It provides 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. Bring together all communication channels on one platform. Organize and distribute work based on rules such as incidents, requests, category and level of 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 resolutions and a 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

It allows users to select their channel of choice: e-mail, the self-service portal or Microsoft Teams. Everything is centralized 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.

ITSM Self-Service Portal

Provide your users with a portal for fast support

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

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

Encourage self-help

A search engine offers potential knowledge base solutions to its users in order to solve a particular problem. If they still need it, it will guide them to the appropriate service.

Provide a service catalog

Create an online portfolio of available services based on the user’s role. The platform keeps them informed on the status of the request throughout the process.

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

Capture and reuse knowledge

Build a knowledge base to help solve end user problems and requests, improving operational efficiency and overall end user experience.

ITSM Analytics

Receive and provide a clear view of the service desk’s performance

Provide IT staff with greater insight into their operational performance and potential improvement opportunities with clear access to data and information. This translates into better decision making and, consequently, into improved 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 full picture you need to improve processes in your service desk with real time information and customized reports.

Custom dashboard displaying KPIs and core information

Customize and share dashboards

With fully personalized point-and-click and drag-and-drop configurations, you can easily display the KPIs and information that is most important to your business. This will help identify both 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 most needed by providing a visual indicator of the agreed SLA response time. This will ensure that the most critical issues are dealt with first, while still achieving SLA targets throughout all problem and service requests.

Enterprise Service Management

Grow ITSM as your organization expands

Ensure a long-term investment with the possibility to implement IT best practices to other areas and extend the available services as your organization grows.

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 into your service desk for a unified view of all asset related incidents.

Multiple service areas centralized on a single service desk

Centralize multiple departments and help desks

Onboard different organizations and service departments, while also having the possibility to restrict the access as you consider. Receive an integrated report of your full 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 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.

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