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AI adoption in ITSM: A 3-layered framework
NEW: Introduction to ESM
Introduction to IT Asset Lifecycle Management
What is ITSM?
What's your AI maturity level? Take the quiz!
Service Desk SOP
The CFO’s Guide to IT Asset Management
What is ITAM?
How to set up an end-to-end hardware refresh strategy
Unlocking The Future of IT
January 2026
Automatically assign requests to the right agent based on workload, availability, skills, and past performance. This AI-powered feature distributes work more evenly across your team, reduces manual assignment tasks, and helps ensure requests reach the agents best suited to resolve them. From v8.4 onwards on all plans.
→ You'll love it if your team struggles with uneven workload distribution.
For more details about this update go to releases
January 2026
Filter and organize your request views by help desk or by the requester's location. This makes it easier to manage requests across teams or offices, especially in multi-site or multi-team environments. From v8.4 onwards on all plans.
→ You'll love it if you manage support across multiple locations or help desks.
For more details about this update go to releases
January 2026
A dedicated view for approvals makes it easier to track and manage pending approval requests. This separates approvals from your regular request queue, giving approvers a clearer workspace and reducing the chance of missed or delayed approvals. From v8.4 onwards on all plans.
→ You'll love it if your organization relies on approval workflows.
For more details about this update go to releases
January 2026
We've added new ready-to-use connectors that integrate directly with these tools: Okta, Microsoft Graph, Google Workspace, Google Meet, Google Calendar, Outlook Calendar, Zoom, DocuSign and SharePoint, making it easier to automate actions across systems without complex API configuration. From v8.4 onwards on Pro and Enterprise plans.
→ You'll love it if you automate workflows across multiple platforms.
For more details about this update go to releases
January 2026
Subflows in workflows can now be selected dynamically based on conditions or field values, instead of being predefined. This makes workflows more flexible and reduces the need for duplicated workflow logic when handling multiple paths. From v8.6 onwards on Pro and Enterprise plans.
→ You'll love it if your workflows have multiple execution paths.
For more details about this update go to releases
January 2026
Database and cloud software CIs from InvGate Asset Management are now available as asset types within InvGate Service Management. This lets you link requests to these assets, track their history, and include them in CMDB relationships and impact analysis. From v8.4 onwards on all plans.
→ You'll love it if you track databases or cloud subscriptions as assets.
For more details about this update go to releases
