Cloud Computing for IT Help Desk & Customer Service/Support

Benefits

Giva eHelpDeskT is a 100 percent cloud based, ITIL-compliant IT help desk solution that:

• Increases first-call resolution by building a knowledge base that captures lessons learned
• Reduces call length by auto completing, streamlining routine tasks, providing trouble-shooting tools on a single screen, and maintaining parent/child requests for high call volume incidents
• Increases customer satisfaction by speeding problem resolution and providing consistent, fast answers
• Boosts SLA compliance by automating SLA breach 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
• Minimizes the number of escalated requests by tracking problem response and resolution status verses established standards
• Decreases call volume and identifies opportunities for business process improvement with root cause analysis
• Increases 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

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
• Reports can easily be configured, run, saved, shared, exported or emailed on-the-fly
• 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 Active Directory or an HR database with REST based API
• 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.