Invgate Service Management
From Wikipedia, the free encyclopedia
Invgate Service Management is a platform for IT service management and enterprise service management developed by InvGate. Originally released in 2011 under the name Invgate Service Desk, the software provides tools for managing incidents, requests, workflows, and organisational services across both IT and non-IT departments. In 2024, it was rebranded as Invgate Service Management.[1][2][3][4][5]
| Invgate Service Management | |
|---|---|
| Developer | InvGate |
| Initial release | 2011 |
| Type | IT Service Management, Enterprise Service Management |
| Website | https://www.invgate.com/ |
History
Invgate introduced its service desk platform in 2011, initially focusing on incident, problem, and request management for IT operations.[1] Throughout the 2010s, the software's scope expanded with new capabilities such as workflow automation, knowledge management, and change management, allowing it to support a broader range of service processes.[6] In 2024, the product was renamed Invgate Service Management. The platform has been referenced in industry analyses, such as the Gartner Market Guide for IT Service Management Platforms, and was recognised in the Gartner Peer Insights Customers’ Choice report for 2025.[7]
Features
Invgate Service Management includes core ITSM functionalities such as ticket handling, incident and problem management, and service level tracking.[8][9] Between 2011 and 2024, the product's feature set expanded to include workflow management, change management, knowledge management, a self-service catalogue and portal, and automation tools based on configurable rules and process workflows.[3][4][7]
AI Capabilities
The platform incorporates several AI-supported functions, including automated ticket summarisation, suggested response generation, keyword suggestions for categorisation, drafting of knowledge base articles, sentiment analysis, escalation prediction, and risk estimation for change requests. These capabilities are organised within the product's AI Hub, introduced as part of its 2024 update.[10]
The platform incorporates several AI-supported functions, including automated ticket summarisation, suggested response generation for support agents, keyword extraction for ticket categorisation, drafting of knowledge base articles, sentiment analysis, escalation prediction, and risk estimation for change requests. These capabilities are organised within the product's AI Hub, introduced as part of its 2024 update.[11][12]
Self-service and automation
The software provides self-service capabilities through a service catalog and a centralized user portal, allowing employees to submit requests, track their status, and access support resources. It also includes a virtual agent that can interact with users via communication platforms such as Microsoft Teams and WhatsApp, enabling request submission and basic assistance through conversational interfaces.[6]
Automation features support the configuration of routing rules, escalation policies, and conditional workflows, including parallel process execution. The platform also allows automated actions to be triggered through predefined workflow logic and external system calls via APIs, supporting integration with third-party tools and systems.[3]
The software provides a service catalogue and a centralized self-service portal for request submission and tracking. It also includes a virtual agent that supports basic assistance and can interact via communication platforms such as Microsoft Teams and WhatsApp. Automation capabilities include configurable routing rules, escalation policies, and conditional workflows, including parallel process execution. The platform further supports automated actions through API-based integrations with external systems.[9]
Integrations
Invgate Service Management supports cloud-based and on-premises deployment models. Native integrations include Microsoft Teams, Slack (via API), Azure Active Directory, Okta, Google Workspace, ADFS/LDAP, and two-way synchronisation with Jira. Additional connectivity is provided through APIs that allow integration with HRIS and ERP systems, business intelligence tools, and internally developed applications.[13][9]