"Day in the Life" Demonstration

IT Help Desk Administrator

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Step 4: Define Help Desk Hours

To accurately track respond and resolve times, you must define the normal business hours that live support is available in Giva eHelpDesk. Also, you shoudl define holidays during which the Help Desk is "closed". If normal business hours are not specified, then IT Service Groups will be penalized. For example, assume that the IT organization works normally from 8:00AM to 5:00PM Monday through Friday. If a severity level 2 service request is created at 5:00PM on Friday, then without reflecting normal business hours, it will be overdue at 8:00AM on Monday if the resolution goal is 2 days. After reflecting normal business hours, this service request will not be overdue until Wednesday at 8:00AM.

There is also an option to select tracking of service requests for each severity level by "normal business hours" or "clock hours." If you select "clock hours", then the clock starts ticking on a service request the moment that it is opened, irrespective of the normal business hours of the Help Desk. This option is typically used for severity levels where 24 x 7 x 365 support is provided.

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