Automated Ticket Routing: How It Works, Why It Matters, and How to Set It Up
Speed up IT support by automatically assigning requests to the right team.
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The latest News and Information on IT Service Management, Service Desk and related technologies.
The New Agentic AI Job Roles IT Leaders Need
CIOs are under pressure from every direction. Budgets remain tight, geopolitical uncertainty is forcing organizations to rethink resilience, and workforce expectations continue to evolve. At the same time, AI is accelerating a broader shift across enterprise IT – changing not only how organizations operate, but also the skills and roles they will increasingly depend on. The question is not whether AI will reshape IT teams, but how quickly organizations can adapt to these new ways of working.
InvGate Updates: Faster Workflows, Better Knowledge, Smarter Assets
New updates are now available across InvGate Service Management and InvGate Asset Management. Watch the video for a quick look at some of our latest additions, including Knowledge Discovery, intelligent CMDB suggestions, and more. We’re also introducing the new AI adoption lifecycle whitepaper and quiz.
More Results, Less Busywork: The AI Agent that Works for All
Raise the bar for how your IT team operates by going beyond the AI basics. Ivanti’s agentic AI delivers autonomous, goal-oriented support with multi-agent collaboration. Think fewer menial tasks for IT, more opportunities for faster resolutions and elevated employee experience. Discover how Ivanti Neurons AI Self-Service Agent benefits everyone: IT teams: Reduce repetitive work, get AI-powered guidance and spend more time on meaningful projects that power innovation and business outcomes.
IT Asset Disposal: A Complete Guide to ITAD Process and Best Practices
How to say good-bye to your assets in a secure and safe way.
What is Service Request Management? A Complete Guide
If you run a service desk, you’ve likely seen this pattern: Service requests, incidents, and change requests often end up in the same queue under the same SLA, even though they require different handling. Many requests that could be resolved through self-service still go through manual intervention, while misclassification adds further delays and confusion. Service request management brings structure to this by defining how requests are handled end to end.
Vendor Management: How to Centralize Vendor Data With InvGate Asset Management
--- Still managing vendors through spreadsheets and disconnected supplier fields? In this video, Matt Beran shows how Vendor Management works inside InvGate Asset Management and how IT teams can centralize vendor data, contracts, assets, and procurement visibility in one place. Instead of scattered supplier records across contracts, asset inventories, and finance spreadsheets, InvGate Asset Management turns vendors into first-class records connected directly to your IT operations.
What is Patch Management and Why is It Important? A Complete Guide
Patch management is one of the cheapest security steps you can take, and one of the most often ignored. Most IT teams know they are behind on patching. They just disagree on how far behind they actually are. Here is the simple truth: That waiting period is the problem patch management exists to solve. This guide covers what patch management actually is, how the full process runs from start to finish, where most teams quietly fall behind, and what to look for in a tool that holds up today.
What is a Self-Service Portal? A Complete Guide for 2026
Salesforce's research found that 61% of customers would rather solve simple issues on their own than wait for a support agent. The same pattern shows up inside companies, where most IT teams report that password resets, software requests, and ticket status checks make up the bulk of their daily work. So, the demand is clear. The use cases are obvious. Yet most self-service portals quietly stop being used by month six. This guide walks through what's going wrong, and what works.