"Day in the Life" Demonstration

IT Help Desk Administrator

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Step 7: Set-up Options for eHelpDesk

The Giva administrator can enable or disable some optional features in Giva eHelpDesk or customize the way that they are presented. This allows you to customize Giva eHelpDesk to your specific needs. As your needs change, you can continue to customize Giva eHelpDesk to meet your needs.

Root Causes Field

You can easily set up the optinoal Root Cause field in Giva eHelpDesk. A Root Cause is the most basic reason for an undesirable condition or problem, which if eliminated or corrected, would prevent the problem from existing or occurring in the future.

"Best of breed" support organizations religiously categorize every service request so that they can routinely analyze why requests occur so that processes, procedures, or technology can be changed or implemented to reduce these kinds of requests. As a result, there can be an improvement in customer satisfaction and productivity. Giva eHelpDesk includes excellent reports available that will help perform Root Cause analysis with this data.

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