Download full articleITIL Accredited Tool Vendor, InvGate, provides service management solutions to 1,000+ clients in more than 60 countries.
Its InvGate Service Management tool achieved ITIL accreditation in 2023 and, here, the company’s Director of Product – Pablo Vergne – explains why they did it and what it means for the business and its customers:
PeopleCert: What does it take to remain successful in the service management tool industry today?
Pablo Vergne: The market is very competitive, so execution speed and quality are critical. A lot is happening now with GenAI, and because most services are heavily text-based, the potential impact of this technology on our industry cannot be ignored.
PC: Why was now the right time for InvGate to seek accreditation via the PeopleCert ITIL-accredited tool vendors programme?
PV: Although we’ve been around for over 15 years, we don’t have the brand awareness that other older and legacy players have in this market. So, for us, it’s important that people who discover InvGate can rest assured that our solutions can support their most critical needs.
PC: Why does it matter that the ATV programme measures ITIL compatibility for your software?
PV: Many companies have spent a lot of time and money implementing ITIL-compliant processes. So, for them, having an assurance that our solutions will be able to support those is critical when evaluating vendors.
PC: What is important about accrediting the staff who work on your tool?
PV: Our engagement model with clients is one of our key differentiators. We’re not just a tool vendor but work closely with them, often in an almost consulting capacity, giving recommendations on how to operationalize their service management to find success faster. Because of this, having team members who are accredited helps ensure everyone is speaking the same language.
PC: What ITIL 4 Practices has InvGate achieved accreditation with?
PV: InvGate has achieved accreditation for practices including Incident Management, Change Enablement, Service Request Management, Problem Management, and Service Desk. These practices reflect critical areas where our tools deliver measurable value to customers.
PC: What training and development with ITIL will your teams need to complete?
PV: Team members in both our Customer Success and Sales Engineering are working towards their ITIL certifications. The idea is for most to have at least Foundations completed and we already have members that have completed ITIL 4 How to Implement – specifically designed for tool vendors – and other certifications.
PC: How have customers received your accreditation, and what difference will this make to the business in the future?
PV: Generally speaking, for them it’s about peace of mind. They know that they have a solution they can rely on and that can grow with them. We’re hoping this accreditation will mean more companies that maybe haven’t heard of us yet will take us into consideration.