Service Desk Software

Benefits

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

Demo Center

Often the challenge in evaluating a service desk 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 eServiceDesk in real life situations and will help you understand how Giva eServiceDesk will directly benefit your organization and team members.

Support Department Employee

This demonstration shows how staff in various departments, including Facilities, Finance, Word Processing, Litigation Support, Copy Center, Payroll, and Human Resources, can track requests, measure their workload, analyze trends, perform customer satisfaction surveys, determine root causes of service requests, and balance staffing requirements.

On-line demo

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Copy Center Manager

This demonstration shows how Giva eServiceDesk enables employees to open electronic service requests through their PCs for copy jobs. With the easy-to-use interface, employees can assign due dates, attach documents, and convert over 300 different file types to Adobe® PDF files.

It shows how onsite Copy Centers can assign jobs to onsite Copy Center employees or to any offsite Copy Center, if required. Supervisors can also use Giva eServiceDesk to record "Meter Reads" of all copiers. Giva eService Desk can also automatically reconcile copier output of requests to "Clicks" from "Meter Reads," highlight differences in management reports, and integrate with billing systems.

On-line demo

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Outsourced Litigation Support Service Provider

This demonstration shows how Giva eServiceDesk helps manage and track different litigation support projects that you may have in process at the same time. It shows how Giva eServiceDesk can help you prioritize tasks, coordinate the efforts of assistants, paralegals and the Litigation Support Department, and streamline the workflow between your organization and law firms. It also shows how Giva eServiceDesk can help measure service levels, analyze trends, and evaluate individual employee productivity and effectiveness.

On-line demo

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Law Firm Litigation Support Department

This demonstration shows how Giva eServiceDesk helps manage and track different litigation support projects that you may have in process at the same time. It shows how Giva eServiceDesk can help you prioritize tasks, as well as coordinate the efforts of assistants, paralegals, and any outsourced litigation support service providers. It also shows how Giva eServiceDesk can help measure service levels, analyze trends, and evaluate individual employee productivity and effectiveness.

On-line demo

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