02 General Information. 03 Features. 06 Benefits.

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2 02 General Information. 03 Features. 06 Benefits. Index.

3 02 General Information. Improve your IT department Managing Service Support just got easier Despite growing connectivity, data accessibility and technology integration in daily life, business IT systems can often represent a barrier to collaboration and teamwork, draining resources, adding workload in maintenance, and impeding your ability to focus on key business objectives. InvGate Service Desk was developed in response to these challenges, creating a centralized platform for fluid interaction between the users in core business areas and internal service providers such as IT. By offering full control from a single management console, utilizing smart automation, and providing a space to collaborate and access knowledge, InvGate Service Desk allows organisations to boost their efficiency, achieve more with their resources and ultimately increase service levels. At the core of Service Desk is an advanced ticketing system that manages incidents and requests for IT Support, as well as requests for other services provided by areas such as Human Resources, Sales or Facilities. The ticketing system is supported by a Knowledge Base where users and agents can create and search for articles, a Service Catalog and Workflows manager to create and automate service offerings, as well as smart tools to manage your workload via SLAs and Time Tracking for chargeback purposes. Developed with flexibility in mind, Service Desk is made to scale with your organisation, allowing for easy configuration changes as the makeup of departments or service teams evolves, or as new offerings or processes are added to your Service Catalog. Admins, Agents and Users alike will enjoy the highly intuitive and familiar social network format, and benefit from the best practices in IT Service Management as InvGate Service Desk is based on the ITIL (Information Technology Infrastructure Library). Read on to learn more about some of the great features of InvGate Service Desk, or visit us at to get all the details, try the Live Demo or request your Free Trial. This system provides a detailed record of the proceedings in each incident or service request, the ability to create detailed and customized reports on the fly, manage approvals, and generate notifications via .

a barrier to collaboration and teamwork, draining resources, adding workload in maintenance, and impeding your ability to focus on key business objectives.

4 03 Features. Features InvGate Service Desk allows you to increase the quality of your technical support through the following features: Breaking News Move a step ahead of the demands of your users when widespread technical problems arise. With Breaking News, any agent can push notifications to the users, allowing them to subscribe and receive notifications about the evolution of the problem, therefore reducing the workload of those that are working hard to restore the service. Create Workflows and Custom Forms We give you the ability to define processes for your specific business needs and determine the actions necessary for the treatment of requests. You can, for example, define approval processes with custom forms that are then delivered to the corresponding supervisors for verification. Custom views The system coordinators can define specific criteria for selecting incidents and access them directly. For example, you can display with one click all high priority incidents that have not been resolved yet.

5 04 Features. Analysis of performance metrics With this tool both technicians and their managers can discover their own performance through statistics and charts, and receive valuable feedback on their performance. InvGate Assets integration If you are using InvGate Assets for your asset management needs, the integration between the systems allows your agents to perform support tasks in an agile fashion, accessing technical data directly at the incident screen and taking remote control over a customer s desktop without leaving the Service Desk interface. Incidents history Keep track of all incidents handled by your IT department for your organization over a period of time. Analyze metrics and relevant statistics on the needs of your users, enabling you to operate with continuous improvement. Easy access to the tool Our software is 100% web based, with a simple interface for end users to enter their requests and track them on-line using a friendly and modern system. This also frees your technicians of complex implementations, and of the deployment of packages and updates. Triggered actions This tool will allow you to automate your company's recurring tasks by using rules and custom actions, allowing you to speed up and gain efficiency in your business processes.

InvGate Assets integration If you are using InvGate Assets for your asset management needs, the integration between the systems allows your agents to perform support tasks in an agile fashion,

6 05 Features. Centralization and organization of data With InvGate you can manage Service Desk support procedures of various organizations or projects from a single, centralized access point. You can also display all the associated information at a single screen. Dashboards You gain access to consolidated dashboards that display in real time the most relevant indicators about the operation of your service desks. Notification of changes in incidents The affected users and technicians involved in an incident can be notified via , or have messages delivered directly to their desktops using the InvGate Assets messaging system, thus keeping them up to date on changes to the status of their incidents. Incident Management and Monitoring With this tool, the different users of the system can record the occurrence of incidents, either through the provided web interface or by sending an to any of the mailboxes defined for this purpose. Upon entering the system, incidents are categorized and directed to the corresponding help desks. Using major incidents, technical agents can group a number of claims produced by the same underlying problem. You can then identify the issue and deal with all the incidents in a unified way, resolving them with a single click.

Dashboards You gain access to consolidated dashboards that display in real time the most relevant indicators about the operation of your service desks.

7 06 Benefits. Benefits How is your company empowered by InvGate Service Desk? Proactive problem resolution and contingencies The productivity of your company will improve, because your staff will benefit from excellent support when facing any eventualities with your IT infrastructure. Reduce your support costs in an instant With our quick and painless implementation, you will reap immediate benefits without increasing your service costs. Best practices in IT Service Management InvGate Service Desk takes inspiration from the decades of ITSM experience consolidated into the ITIL documentation. Increase levels of service and support to internal customers With InvGate Service Desk you can take the necessary decisions and measures to effectively assess and improve the service of your company by controlling Service Level Agreements for incident response and resolution.

infrastructure. Reduce your support costs in an instant With our quick and painless implementation, you will reap immediate benefits without increasing your service costs.

The SCCD Top 10: Why Your IT Department Should Consider IBM SCCD

The SCCD Top 10: Why Your IT Department Should Consider IBM SCCD What is ITSM? Simply put, IT Service Management (ITSM) is a process-based practice intended to align the delivery of IT services with needs