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Needs Analysis tool - Clarify your solution requirements
Purchasing Insights
Do check signers have significant pain?
  • Understand pain points of CIO/VP Customer Service
  • Significant pain must exist for senior management to sign a check
  • Giva White Papers will help you "listen" for pain statements
  • Tell vendors your pain. Otherwise, they will ignore you
Purchasing Insights
Are funds approved and set aside?
  • Check in with CIO or VP Customer Service
  • Don't invest time until given iron clad assurance that funds are available
  • Determine what you are already paying for application maintenance
  • Find a cloud based replacement product for less money than annual maintenance
Purchasing Insights
Learn latest IT service desk or customer service best practices.
  • Prepare to ask vendors tough questions with confidence
  • Prod and poke at vendors...you lead the questioning
  • Acquire best practices fluency: first call resolution, service level agreement compliance, root cause analysis, customer satisfaction surveys, KPIs/metrics, dashboards, etc.
  • Subscribe to Giva Blog & review Giva White Papers. Join "Linked In" groups, industry associations and user groups
Purchasing Insights
What are problems with current call tracking system?
  • Hire consultants/technical experts, if necessary
  • Call vendor CEO; list of issues ready to send.
  • Proposal to fix? Cost, timeline, guarantees
  • Is fixing less expensive vs. buying a new application
Purchasing Insights
What are feature needs/requirements?
  • Obtain feedback from all stakeholders; prioritize the list
  • Use Giva's Needs Assessment Tool as a starting point
  • Check signers like a rigorous quantitative analysis
  • Share requirements openly with short list of vendors
Purchasing Insights
Ask vendors tough questions early and often.
  • Early on share complex "must have" & "deal killer" requirements to eliminate vendors
  • Ask for an estimated price quote. Is it in your budget ball park?
  • Ask for customer case studies and references
  • Poke and prod, listen carefully, get it all in writing
Purchasing Insights
What is the total cost of ownership (TCO) of all vendors?
  • Calculate TCO of all vendors for applies-to-apples comparison
  • Acquisition costs only 30% of TCO over 5 years according to Gartner Group
  • Ongoing lifetime costs vary significantly between vendors
  • Compare cloud vs. on premise hosted software licenses
Purchasing Insights
What are important license agreement terms?
  • What happens if stop paying annual maintenance?
  • Arbitration clause - inexpensive means of recourse
  • SLAs for product support & reports to measure SLA compliance
  • Termination clauses
Learn more about current industry best practices

IT Help Desk Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)

Customizable & Standard Reports - Visual Tools with Charts & Graphs

Watch the Robust, Fast & Painless Reporting Video

 

We know that you need to measure the Information Technology (IT) department's performance with metrics, charts and graphs to reward stakeholders and take action when necessary. Our visual tools allow you to analyze data and proactively highlight trends and patterns early on.

Each report features our Giva Easy Three-Click Reporting™ engine that allows you to quickly build standard and completely customizable Report queries.

Click on the screen shots below to view Report samples.

 

 

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