"Day in the Life" Demonstration

IT Manager

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Summary

Managing an IT organization is very complex. On a daily basis, you must make sure that customer service requests are being completed on time in accordance with your Service Level Agreements (SLA). However, on-time completion is only half of the equation. You also want to make sure that customers are really satisfied with the results. Giva eHelpDesk™ not only helps you manage these day-to-day activities, but also helps with many of your strategic issues as well.

Examples of strategic issues are the following:

• Do you know which hardware and software vendors are requiring most of your team’s support resources? This is vital to your next corporate purchasing decision.
• Do you know how often there is a major outage and what is the impact on your support organization?
• Do you know why your customers are calling the support organization?
• Do you know the root cause of the calls?
• What requests take the most support resources?
• What requests fail to meet your SLA goals most often?
• You also need help in evaluating your staff. Wouldn’t it be nice to know which technicians have consistently resolved their service requests within the SLA goals and which technicians had the highest customer satisfaction?

The answers to these questions and others are just a few clicks away in Giva eHelpDesk reports.

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