InvGate Service Desk

Score8 out of 10

4 Reviews and Ratings

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What is InvGate Service Desk?

The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.

Categories & Use Cases

Media

Screenshot of Built In and Customizable Reports

1 / 3

Screenshot of Incident Management

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9

Change requests repository
Single repository of all planned changes and releases
Category average: 8.4
Change calendar
Calendar showing change schedule to stakeholders
Category average: 8.5
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.6

Most Frequent Users

Top 3 industries using InvGate Service Desk.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Manufacturing

30.8%

4 installations of 13

#2 most frequent

Public Administration

23.1%

3 installations of 13

#3 most frequent

Professional, Scientific, and Technical Services

15.4%

2 installations of 13

Kevin Smith View profile

Information Systems Manager in Information Technology at TransCore (1001-5000 employees employees)

Pros

Set-up of system.
GUI is user-friendly.

Cons

The database for back-end is clunky and cryptic, and it is very hard to access data.
The reporting functions are really lacking.

Return on Investment

Upfront, it had a very good ROI compared to a homegrown system that was being used.
Allows users to submit issues to get MFG back up and running.

Alternatives Considered

BMC Track-It!

Other Software Used

K2 Platform, Helix ALM (formerly TestTrack), Tableau Server, Tableau Desktop, Veritas Backup Exec, Meridian, Microsoft 365 Business

Verified User

Employee in Customer Service (11-50 employees employees)

Use Cases and Deployment Scope

This application gave us incredible capabilities like a team-based ticket structure that allowed us to connect various organizational responsibilities for quicker issue resolution. They charge very affordable rates for their services. It is a very collaborative system that maintains communication between distant teams. We are saving time because of the user-friendly interface and the fact that team members aren't taking enough time to fully understand this technology.