To read the summary, strengths and weaknesses, and criteria please visit this page.
InvGate Assets & Service Desk
Invgate is an Argentinian software company offering Service Desk and Asset Management applications. InvGate claim to have a strong market share in their home Latin American territory and gaining traction in USA and EMEA. The company has over 3000 customers and is ideally suited to organizations between 1,000 and 5,000 employees. InvGate is well placed to take advantage of both smaller organizations that have outgrown cheap and cheerful solutions and larger organizations that are perhaps weary of the large price tag and consulting heavy approach of large enterprise players.
InvGate offer standalone ITAM or ITSM solutions via an excellent interface. This is a strong solution and we found it difficult to find fault with it. One-third of InvGate customers are said to own the Service Desk only, one-third Asset Management only and the final third own both.
A world-class interface and user experience
The stand out differentiator when reviewing InvGate is the interface and user experience. They have managed to capture very technical IT management capabilities and communication of IT data – in a remarkably well-designed interface.
The balance between ITAM and ITSM features, ease of use and flexibility is beautifully executed. This is the future of IT management tools, tackling IT complexity head-on.
Code free configuration and first-class design means customers won’t need to engage with consultants to customize the software or ask for custom fields, they can simply do it themselves.
Getting beyond ITIL process box checking
InvGate includes a versatile and easy to use process engine to build any process, including core ITIL processes – but it’s refreshing to see this requirement take a back seat in favour of pure usability and experience.
This is technology your teams and stakeholders will want to use. The user experience and simplicity of execution is head and shoulders above anything else we have seen.
A game everyone wants to play
Invgate Service Desk has game mechanics and social network elements woven into its design and day-to-day interactions. Customers or end users provide immediate feedback and ratings to interactions within the workflow itself (as opposed to receiving an email later).
Social network elements are executed well, it not just ‘likes’ and ‘feeds’ but provides a visual and easy to understand ‘RACI’ chart of the key stakeholders underpinning each service desk process. Interactions are natural and collaborative whilst meeting process goals.
See also ‘GAMIFICATION: Collecting coins on the service desk’ from 2012.
Read the full review on Tools Advisor here.
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About Martin Thompson
Martin is also author of the book "Practical ITAM - The essential guide for IT Asset Managers", a book that describes how to get started and make a difference in the field of IT Asset Management.
On a voluntary basis Martin a contributor to ISO WG21 which develops the ITAM International Standard ISO/IEC 19770.
Learn more about him here and connect with him on Twitter or LinkedIn.