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Service Desk Software

Giva eServiceDesk

The rapid pace of business means that all parts of your organization must be responsive to requests for service — from Finance, Facilities, and Human Resources to Operations, Payroll, and even the Copy Center. To help you maintain your competitive edge across your entire organization, you need an integrated service request tracking and reporting system — an "operating system" for your customer-driven organization.

With Giva eServiceDesk™, you can implement multiple, independent service desks that share a single employee or customer database. All your service organizations can manage their operations independently with the same application which can be uniquely customized for needs of each department.

Giva eServiceDesk™ is the most powerful and at the same time the most easy-to-use service desk application.

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Software-as-a-Service (SaaS)

Powerful

Easy-to-Use

  • Intuitive design — Learn in just one hour
  • "One Click" to create/edit tickets and find solutions
  • Learn advanced features as needed
Customer Satisfaction Report Filters
Generate real-time customer satisfaction reports to measure results. Settings are automatically saved until changed.
Customer Satisfaction Report Results
Measure customer satisfaction levels for quick response to trouble areas. Survey data is automatically processed.
Customer Satisfaction Report Drill Down
Drill down to tickets allows for highlighting areas of concern.
Customer Satisfaction Trends Report
Measure customer satisfaction trends over months or years to reward stakeholders and take corrective action.
Service Level Agreement (SLA) Compliance Trends Filters
Generate real-time SLA compliance trends to measure results.
Service Level Agreement (SLA) Compliance Trends Report - Months
Measure SLA compliance trends over months to take corrective action.
Service Level Agreement (SLA) Compliance Trends Report - Years
Measure SLA compliance trends over months to reward stakeholders for high SLA compliance and consistancy.
Service Level Agreement (SLA) Compliance Report
Measure SLA compliance performance to reward stakeholders, take corrective action or modify respond and resolve goals.
Service Level Agreement (SLA) Compliance Report Drill Down
Drill down to tickets allows for highlighting areas of concern.
Root Cause Summary Bar Chart Report
Understand root causes to make systemic changes to reduce call volume and increase customer satisfaction.
Ticket Fields Report Filters
Quickly build custom real-time reports by interactively selecting fields. All standard and custom fields are accessible.
First Contact Resolution Trends Report
Measure first call resolution trends over time. Increasing first call resolution increases customer satisfaction.
First Contact Resolution by Creator Report
Measure first call resolution by ticket creator. Identify capability differences between agents and reward and take corrective action.
First Contact Resolution by Nature of Request Report
Measure first call resolution by nature of request to determine areas where additional documentation or resources are needed.
Nature of Request Trends Report
Understand why people call your organization and make systemic changes to reduce call volume.
Nature of Request Trends Report - Mouse Over Details
Mouse over anywhere on charts to obtain details on areas of concern. Drill down to the ticket level.
Nature of Request Frequency Report Pie Chart
Measure call volume by level & sublevels.
Escalation Trends Bar Chart Report - Mouse Over Details
Measure escalation trends to make systemic changes, rewrite SLAs or justify increases in headcount.
Tickets by Profile Fields
Quickly build custom real-time reports by interactively selecting fields. All standard and custom fields are accessible.
Closed Tickets Report
Measure closed ticket counts over date/time ranges to measure team productivity.
Opened & Closed Tickets Report
Measure open & closed ticket counts over date/time ranges to measure conversions.
Processing Work Load Report
Measure elasped time to open and time to close tickets to measure agent productivity and performance.
Tickets by Department Bar Chart Report
Measure what departments consume the most help desk resources for possible bill back and training.
Tickets by Department Bar Chart Report-Mouse over details
Mouse over anywhere on charts to obtain details on areas of concern. Drill down to the ticket level.
Tickets by Department Area Chart Report
Measure which departments consume the most help desk resources for bill back and training issues.
Ticket Distribution by Assignee Report
Track agent ticket assignments to better balance workload. Highlight unassigned tickets before going into escalation.
Ticket Hours by Cost Center Codes Report
Measure hours spent on each ticket. Summaries are generated for department/cost center billing.
All Open Aging Report
Track overdue tickets to help plan work priorities.
Parent Child Tickets Report
Visually understand relationships between parent, child, grandchild, etc. tickets for tasks or projects.
Submit Method Trends Report
Measure how tickets are submitted. Balance call volume to optimize cost, customer satisfaction and resources available.
Making a Report Favorite
Click the star to add a report your favorites.

BenefitsGiva eServiceDesk

Giva eServiceDesk™ is a 100 percent Web-native service 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 customer satisfaction by providing 24 x7 self-service Web portal access for submitting, updating, and monitoring service requests
  • Boosts SLA compliance by automating notifications based on escalation business rules
  • Decreases request resolution times by rapidly routing requests to the appropriate service 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 service desk efficiency by defining and enforcing standard service management business processes
  • Increases employee 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

Features

Giva eServiceDesk features:

  • Multiple, independent service desks with single employee/customer database
  • Service level agreements
  • Automatic escalation rules engine
  • Customizable fields, screens, and options
  • Automatic reminder of questions to ask, scripts, and standard operating procedures
  • Natural language, Boolean, and keyword search engines
  • Automated email-to-service request creation
  • Parent/child service requests for high volume incidents
  • More than 70 pre-defined, customizable reports
  • Customer satisfaction surveys
  • Self-service Web portal
  • Seamless integration with Giva eKnowledgeManager™, Giva eHelpDesk™, and Giva eCustomerService™

Why Giva?

Giva eServiceDesk delivers more than just a powerful, easy-to-use service desk software 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 eServiceDesk quickly. In fact, existing Giva customers have deployed Giva eServiceDesk 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 service 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 eServiceDesk 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 eServiceDesk with only a single one-hour training session.

Three Editions to Meet Your Needs

Giva eServiceDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class service desk software solutions, and each includes a combination of powerful service 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 eServiceDesk 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 service dersk 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 eServiceDesk 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 eServiceDesk over the Internet and get right to work.

Editions

Giva eServiceDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class service desk software solutions, and each includes a combination of powerful service management 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) 15 25 Unlimited
Employee limit (all other employees that open/access tickets and search for knowledge) 5,000 10,000 Unlimited
Customizable fields, screens, options and rules engines
Each service desk is an independent set of service request descriptions, severity levels, Service Level Agreements, configuration issues, etc.
Parent/child service requests to manage cross-functional customer issues
Parent/child templates to automate any business process
Quick tickets
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
Project management tools and reports
100% 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
Self-service Web portal for employees or customers to open and search service requests Optional
Seamless integration with your Intranet or Internet site. Style sheet customization. Optional
Parent ticket for high volume projects Optional
Seamless integration with Giva eKnowledgeManager™ knowledgebase software Optional Optional
API integration with document management applications, Active Directory, LDAP, and SQL Optional Optional
Capability to dynamically convert over 300 different file types to Adobe Acrobat® PDF files Optional Optional Optional
Advanced customization tools to create customized Web forms using dynamic HTML Optional Optional Optional

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