"Day in the Life" Demonstration

Support Department Professional

Facilities, Finance, Word Processing, Litigation Support, Copy Center

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Summary

We have seen that using Giva eServiceDesk saves Betty time. Each request she makes takes only a minute or two. She does not have to find phone extensions, make phone calls, and hope to find people available to help her. She only has to type her request in a few words, complete a customized form, and submit her request. She is able to track progress through optional continuous email notifications or by going on-line and viewing her request. A permanent record and audit trail of all requests begins when she hits the submit button. She is clearly communicating her turnaround times and is confident that her needs will be met.

We have also seen how each service department can use their own current processes to handle requests. They have reports and notifications to alert them of new requests. Their published service level agreements properly set customer expectations. The result is that their customers are more satisfied. Workload reports enable them to analyze where people are spending their time and help to justify requests for additional resources. Customer Satisfaction reports give them direct and immediate feedback on their performance enabling them to improve their efficiency and customer relationships.

Giva eServiceDesk has a highly customizable work flow and business rules engine that can be configured to your requirements. The system is highly customizable to meet many of your needs since dynamic forms and management reports can easily be created without the help of a consultant. Giva eServiceDesk can be integrated with billing systems for cost recovery.

Giva On Demand Software Option or Locally Hosted

Giva eServiceDesk is offered either as software that you can install locally on your infrastructure or as a hosted, software-as-service application through the Giva On Demand Software™ option.

The Giva On Demand Software option:

• Delivers high application availability and reliability
• Provides you with full control over application administration and ability to customize applications to meet your unique requirements
• Leverages IT resources, allowing your IT team to manage other, mission-critical systems
• Provides redundant power and network connections, back-up, physical and network security, and 24 x 7 x 365 monitoring, operations and administration
• Transmits service management network traffic over the public Internet, rather than on more expensive leased line WANs
• Dovetails with disaster planning and simplifies business continuity issues by minimizing applications hosted on-site

With the Giva On Demand Software option, you no longer need to purchase, manage, maintain, or upgrade:

• Application, database, and Web servers
• Database, Web server, and reporting (e.g. BusinessObjects™ Crystal Reports®) software
• VPN or other telecommunications equipment

The Giva On Demand Software option allows you to minimize upfront capital expenditures and reduce headcount requirements for set-up and on-going maintenance.

Additional Information on Giva Service Management Suite™

To speak with a business development professional about how the Giva Service Management Suite™ can help you reduce costs, speed issue resolution, and increase customer satisfaction, call +1.408.260.9000 today.

Giva Worldwide Headquarters
Giva, Inc.
1556 Halford Avenue, #102
Santa Clara, CA 95051
USA
Tel: +1.408.260.9000
Web: www.givainc.com

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