"Day in the Life" Demonstration

IT Help Desk Administrator

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Seven Easy Steps to Get Up and Running on Giva eHelpDesk in Less Than a Week

Giva provides you with pre-deployment worksheets that you can use to document your thinking process as you go through the set-up. We also provide you with default settings for all required fields. You can use these default settings as a starting point to get up and running quickly.

Step 1: Define Service Groups

Service Groups are the various IT departments that specialize in distinct aspects of IT support, such as the Applications and the Network Service Groups. As a minimum requirement, there must be one Service Group, which is automatically set-up by default and named "Help Desk". You can also set up outsourced Support Groups and/or other company departments as Service Groups. For example, two company departments outside of IT are Facilities and Telecom. New hire set-up and employee office moves involve coordination between IT, Facilities, and Telecom, so these Service Groups may be logical choices.

Within each Service Group, you have the option to set escalation paths for each severity level. For example, you may want the escalation path for the Applications Service Group to be different than escaltion path for the Network Service Group.

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