Giva Professional Services

Giva Professional Services can help you with needs analysis, system architecture design, hardware capacity planning, implementation benchmarks, implementation, and system testing to ensure you are successful with your Giva Service Management solutions.

In addition, Giva Professional Services provides additional services, including:

• Assessments
• Support model and service level agreement consulting
• Re-engineering and training

Assessments

Establishing a baseline is critical to determining future goals and objectives. To help assess your current situation, Giva Professional Services spends approximately one week on site observing and interviewing with your support staff, customers and vendors. At the end of the engagement, you receive a detailed report with an independent analysis of the quality of support being delivered to your customers, including documentation and discussion of strengths and areas for improvement.

The report:

• Provides financial analysis of support costs and recommendations to minimize costs
• Delivers a project plan for implementing best-of-breed customer service
• Benchmarks your organization against worldwide support best practices
• Provides staffing level analysis based on service event volume and patterns to optimize full-time staff and hourly staff required

Support Model and Service Level Agreements Consulting

Without Service Level Agreements (SLAs) in place, you are effectively telling your customers that you will provide them with support, at any time, under any conditions, without any limitations. By defining reasonable SLAs based on issue severity or other request criteria, you can correctly set your customers’ service expectations.

To help you develop a support model and SLA, Giva Professional Services:

• Helps establish quality standards
• Balances business requirements with customer needs and staff ideas
• Establishes measurement and reporting criteria
• Helps determine cost of delivery
• Assists with SLA development and execution, including enlisting customer input and support, marketing the SLA and implementing the SLA

Re-Engineering

Once you have a complete understanding of how you currently deliver service and your customers’ perceptions of your service, you can re-engineer your organization to improve management practices, culture, and processes. As an independent third-party, Giva Professional Services can help you institute industry best practices and avoid political conflicts that may have lead to your current support situation.