Help Desk Software

Benefits

Giva eHelpDesk™ is a 100 percent Web-native, ITIL-compliant IT help desk solution that:

• Increases first-call resolution by building a knowledge base that captures lessons learned from previous requests
• Reduces average call length by automating ticket population, streamlining routine tasks, providing trouble-shooting tools on a single screen, and maintaining parent/child requests for high call volume incidents
• Enhances customer satisfaction by speeding problem resolution and providing consistent, fast answers
• Boosts SLA compliance by automating notifications based on escalation business rules
• Decreases request resolution times by providing tools that help quickly diagnose the cause of problems and rapidly route requests to the appropriate support professional
• Minimizes the number of escalated requests by tracking problem response and resolution status verses established standards
• Helps decrease call volume and identify opportunities for business process improvement by providing root cause analysis tools
• Helps improve help desk efficiency by defining and enforcing standard service management business processes
• Increases agent productivity by providing automated workflow and escalation
• Speeds business decisions by delivering accurate, real-time reports
• Optimizes staffing levels by providing trend reports
• Helps ensure Sarbanes-Oxley compliance and reduces business risk by providing complete audit trails

IT Help Desk and The Sarbanes-Oxley Act

The Sarbanes-Oxley Act (SOX) requires that management must accept responsibility for the effectiveness of internal controls, evaluate the effectiveness using suitable control criteria, support this evaluation with sufficient evidence, and retain independent auditors to attest to these controls.

SOX directly affects IT departments since they support corporate financial systems, provide documentation of those systems, and deliver internal Help Desk support to ensure their effectiveness.

By providing a centralized record of service requests and service levels for financial systems, business applications, networks, and databases, Giva eHelpDesk helps IT departments comply with the strict Sarbanes-Oxley requirements.

Features

Giva eHelpDesk features:

• Service level agreements
• Automatic escalation rules engine
• Customizable fields, screen, and options
• Rich text formatting of requests, with the ability to attach screen shots and files to service requests
• Automatic reminder of questions to ask, scripts, and standard operating procedures
• Natural language, keyword, and Boolean search engine
• Automated email-to-ticket creation
• Parent/child service requests for high volume incidents
• More than 70 pre-defined, customizable reports
• Customer satisfaction surveys
• Self-service Web portal
• Multiple independent service desks for use by other departments
• Seamless integration with WebEx Support Center for remote control of another PC
• Seamless integration with Giva eKnowledgeManager™, Giva eChangeManager™, Giva eServiceDesk™, Giva eCustomerService™, Giva eAssetManager™, Giva eSoftwareManager™, and Giva eAutoDiscovery™
• ITIL-compliant

ITIL

The IT Infrastructure Library® (ITIL®) encompasses the following six areas:

• Problem Management
• Incident Management
• Change Management
• Configuration Management
• Service Level Management
• Release Management

To gain a further understanding of ITIL, download a Giva ITIL whitepaper.

Giva eHelpDesk™ specifically addresses Problem Management, Incident Management, and Service Level Management.

Problem Management

Problem Management helps ensure the stability of IT infrastructure and IT services.

By creating a Problem Record for any new kind of Incident and linking all Incidents to a Problem Record, the Giva IT help desk solution allows you to manage, control, and obtain information about the three major elements of Problem Management: problem control, error control, and proactive problem management. With the Giva IT help desk software, you can link multiple Incidents to the same Problem Record. The ultimate objective is that all Problems are linked to a Known Error.

Proactive Problem Management has two aspects. The first aspect is identifying potential Problems before they manifest as Incidents and making this information available to Incident Management. The second aspect is a continuation of the first. In this case, Problem Management identifies the Known Error and takes steps to correct it before customers call to report it.

With more than 70 pre-defined, configurable reports and root-cause analysis, Giva eHelpDesk assists IT in identifying and documenting potential Problems so they can be resolved by Problem Management.

Incident Management

Incident Management provides continuity to customers by restoring services as quickly as possible, provides accessibility of the Service Desk for all users, and ensures acceptability of its services. The focus of Incident Management is on continuity and thereby allowing customers to resume business as quickly as possible.

By providing rich text formatting of requests, with the ability to attach screen shots and files to Incident requests, Giva eHelpDesk is your one solution for tracking Incidents, responses, and resolutions. In addition, to ensure that no Incident falls through the cracks, it has an automatic escalation rules engine. Also, to ensure each Incident is handled with consistency, it has an automatic reminder of questions to ask, scripts, and standard operating procedures.

Service Level Management

Service Level Management (SLM) establishes a closely monitored agreement about the optimal level of IT service between provider and customer.

Giva eHelpDesk provides tools to assist with implementing the ITIL Service Level Management (SLM) process, which entails negotiating, defining, contracting, monitoring, and reviewing the levels of customer service. The Giva IT help desk solution also provides a business rules engine for escalation notifications to help ensure Problems and Incidents are addressed within service level agreements (SLAs). With extensive reports, Giva eHelpDesk also helps you monitor and review the actual service levels achieved against their SLA targets.

Why Giva?

Giva eHelpDesk delivers more than just a powerful, easy-to-use IT Help Desk solution. Built on a world-class infrastructure, it offers:

• One-week deployment
• Best-in-class usability
• Three editions to meet your needs
• Deployment with either the hosted Giva On Demand Software™ option or local installation

One-Week Deployment

With easy set-up and configuration without programming, you can be up and running on Giva eHelpDesk quickly. In fact, existing Giva customers have deployed Giva eHelpDesk on a worldwide basis in one week – an Internet connection and a standard Web browser are all you need. In contrast, according to Aberdeen Group, other IT help desk software solutions typically require trained experts for set-up and customization, which may take three to six months.

Best-in-Class Usability

The Giva eHelpDesk user interface is based on common Web navigation metaphors and familiar icons, drastically reducing training time. In fact, many Giva customers get up to speed on Giva eHelpDesk with only a single one-hour training session.

Three Editions to Meet Your Needs

Giva eHelpDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class solutions, and each includes a combination of powerful IT help desk features to meet the unique needs of your company.

The edition that is right for you depends on the size of your team, the application components you need, and the level of customization and integration you require.

Hosted or Locally Installed Deployment

As a true Web-native solution, Giva eHelpDesk is available either with the Giva On Demand Software option hosted by Verizon Business or locally installed on your infrastructure.

While some organizations prefer installing and running applications internally, the Giva On Demand Software option gives you an alternative – with this hosted IT help desk software solution, you can immediately access services built on a world-class infrastructure and delivered via the Internet.

With the Giva On Demand Software option, Giva eHelpDesk does not require any client software, Web or database servers, reporting applications, databases, or VPN equipment at any of your sites. Your users simply securely log in to Giva eHelpDesk over the Internet and get right to work.

Editions

Giva eHelpDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class solutions, and each includes a combination of powerful IT help desk features to meet your unique needs.

The edition that is right for you depends on the size of your team, the application components you need, and the level of customization and integration you require. To help select the right version to fulfill your specific requirements, use the following edition comparison chart.

Feature	Standard Edition	Professional Edition	Enterprise Edition
User limit (help desk and IT employees)	5	15	Unlimited
Employee limit (all other employees that open/access tickets and search for knowledge)	1,000	2,000	Unlimited
Customizable fields, screens, options and rules engines
Quick tickets
Quick resolutions
Quick customer history
Automatic escalation rules engine
Key word and Boolean search engine
Automated email-to-ticket creation
Automatic reminder of questions to ask
Service Level Agreements
More than 70 customizable and pre-defined reports
Shared whiteboard
Broadcast messages
Customer satisfaction surveys
Parent/child tickets
Integration with WebEx Support Center, including remote control of another PC
Project management
100 percent Web native – no client or server software required
Perform initial set-up and configuration in days. Default settings and quick start process.
Notifies users and customers via pager, email, cell phone, and PDA
Integrated asset management & software license management	Optional
Integrated knowledge management software	Optional	Optional
Natural language search engine	Optional	Optional
Self-service portal	Optional	Optional
Parent ticket for major high volume incidents	Optional	Optional
API integration with Active Directory, LDAP, SQL, SMS and human resource systems	Optional	Optional	Optional
Multiple independent service desks for use in other departments	Optional	Optional	Optional
Integrated change management	Optional	Optional	Optional
Advanced customization tools to create customized Web forms using dynamic HTML	Optional	Optional	Optional

Demo Center

Giva eHelpDesk is a command and control center for all your IT Help Desk business processes. It can help you rapidly reduce costs, speed issue resolution, and increase customer satisfaction.

Often the challenge in evaluating a software solution is to determine how its use will affect the way your team members perform their day-to-day functions. You need answer to questions like:

• How does the solution actually work?
• What do the screens look like?
• How easy is the solution to learn and use?

The following "A Day in the Life" demonstrations will answer these questions. They outline the power and capability of Giva eHelpDesk in real life situations and will help you understand how Giva eHelpDesk will directly benefit your organization and team members.

Help Desk Analyst

This demonstrations shows how an IT Help Desk professional can use the Giva IT help desk solution to open service requests, manage assigned requests assigned, communicate with other service groups, escalate emergencies, and use Giva eHelpDesk reporting capabilities.

On-line demo

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IT Technician

This demonstrations shows how an IT Help Desk professional can use the Giva IT help desk solution to open service requests, manage assigned requests assigned, communicate with other service groups, escalate emergencies, and use Giva eHelpDesk reporting capabilities.

On-line demo

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Employee

This demonstration shows how your employees can open and monitor their own service requests with an easy-to-use interface.

On-line demo

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IT Manager

This demonstration show access to reports that are important to an IT Manager. With its comprehensive reporting capabilities, the Giva IT help desk solution helps answer questions, including:

• Which hardware and software vendors are requiring most of your team’s precious support resources?
• Major outages and what was the impact?
• Why are employees calling the help desk?
• Root cause of calls?
• What requests require the most support resources?
• What requests fail to meet your SLA goals most often?
• Which technicians have consistently resolved their service requests within SLA goals?
• Which technicians have the highest customer satisfaction?

On-line demo

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Giva eHelpDesk and Giva eKnowledgeManager Integration

This demonstration shows how Giva eHelpDesk and Giva eKnowledgeManager work together seamlessly to help your organization decrease costs and increase customer satisfaction. With knowledge search capability, FAQs, most frequently used knowledge and much more to, Giva eKnowledgeManager serves as a repository for the knowledge your organization needs to run. Of course, Giva eKnowledgeManager can also easily integrate with your current incident tracking system.

On-line demo

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Asset Manager

This demonstrtion shows how Giva eAssetManager™ helps you track all the IT hardware assets in your organization.

Giva eAssetManager is an excellent complement to Giva eHelpDesk and allows you to track all hardware and network devices. It helps:

• Speed diagnosis of hardware and software problems
• Avoid costly license compliance audits
• Provides data to make strategic purchasing decisions
• Provides project management capability to scope and plan corporate upgrades
• Manage leased assets more effectively and plan for transitions
• Provides powerful tools for data mining of asset information
• Streamline physical and software inventory
• Eliminate unnecessary work
• Protect company assets

On-line demo

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Software Manager

This demonstration shows how Giva eSoftwareManager™ can help you track software history, license status, and ownership.

Giva eSoftwareManager helps:

• Reduce costs by helping efficiently manage your software assets
• Avoid costly license compliance audits
• Plan corporate upgrades
• Data mine information about existing software
• Streamline physical audits

On-line demo

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Help Desk Administrator

This demonstration shows how easy it is to set-up Giva eHelpDesk.

On-line demo

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