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Cloud Computing for IT Help Desk & Customer Service/Support
Important License Agreement Terms
The #8 Key Point we discuss in the "Winning Strategies for Purchasing IT Help Desk and Customer Service Software or Cloud Computing" webinar is important license agreement terms.
The following are important questions to ask and some key contract terms to negotiate into your software license agreement:
- What happens if we have a disagreement? Will we have to litigate?
- Uptime service level agreements
- Support service level agreements to manage the relationship
- Post implementation customization/configuration
- Routine support vs. professional service fees
- Most overlooked critical details about software maintenance
- Termination clauses, contract lengths, discounts, hidden fees
Click "Download White Paper" to read more about important license agreement terms.
Please make sure to read all the white papers summarizing the other Webinar key points.
Key Point #1: Do Check Signers Have Significant Pain?
Key Point #2: Are Funds Approved and Set Aside?
Key Point #3: Learn Latest Help Desk and Customer Best Practices
Key Point #4: Determine Problems with the Current Call Tracking System
Key point #5: Document Feature Needs/Requirements
Key Point #6: Ask Vendors Tough Questions Early and Often
Key Point #7: Compare Total Cost of Ownership of All Vendors
Key Point #8: Key License Agreement Terms
Some of the chief concerns we hear from support professionals just like you is your frustration with obtaining constant visibility to critical issues. Sound familiar?
Giva's Home Page Dashboard provides constant visibility to hot spots and highlights critical issues with charts, metrics and analytics.
Click on the video below to see 2 minutes of the Giva Dashboard.
Software-as-a-Service (SaaS) |
Powerful
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Easy-to-Use
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Benefits
Giva eHelpDesk™ is a 100 percent Web-native, ITIL-compliant IT help 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 SLA compliance by automating 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 to the appropriate support 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 help desk 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
IT Help Desk and The Sarbanes-Oxley Act
The Sarbanes-Oxley Act (SOX) requires that management must accept responsibility for the effectiveness of internal controls, evaluate the effectiveness using suitable control criteria, support this evaluation with sufficient evidence, and retain independent auditors to attest to these controls.
SOX directly affects IT departments since they support corporate financial systems, provide documentation of those systems, and deliver internal Help Desk support to ensure their effectiveness.
By providing a centralized record of service requests and service levels for financial systems, business applications, networks, and databases, Giva eHelpDesk helps IT departments comply with the strict Sarbanes-Oxley requirements.
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
- 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 WebEx Support Center for remote control of another PC
- 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.
Why Giva?
Giva eHelpDesk delivers more than just a powerful, easy-to-use IT Help Desk 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 eHelpDesk quickly. In fact, existing Giva customers have deployed Giva eHelpDesk 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 IT help 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 eHelpDesk 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 eHelpDesk with only a single one-hour training session.
Three Editions to Meet Your Needs
Giva eHelpDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class solutions, and each includes a combination of powerful IT help 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.
Editions
Giva eHelpDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class solutions, and each includes a combination of powerful IT help desk 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) | 5 | 15 | Unlimited |
| Employee limit (all other employees that open/access tickets and search for knowledge) | 1,000 | 2,000 | Unlimited |
| Customizable fields, screens, options and rules engines |  |
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| Quick tickets | |
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| Quick resolutions | |
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| Quick customer history | |
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| Automatic escalation rules engine | |
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| Key word and Boolean search engine | |
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| Automated email-to-ticket creation | |
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| Automatic reminder of questions to ask | |
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| Service Level Agreements | |
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| More than 70 customizable and pre-defined reports | |
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| Shared whiteboard | |
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| Broadcast messages | |
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| Customer satisfaction surveys | |
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| Parent/child tickets | |
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| Integration with WebEx Support Center, including remote control of another PC | |
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| Project management | |
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| 100 percent Web native – no client or server software required | |
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| Perform initial set-up and configuration in days. Default settings and quick start process. | |
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| Notifies users and customers via pager, email, cell phone, and PDA | |
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| Integrated asset management & software license management | Optional | |
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| Integrated knowledge management software | Optional | Optional | |
| Natural language search engine | Optional | Optional | |
| Self-service portal | Optional | Optional | |
| Parent ticket for major high volume incidents | Optional | Optional | |
| API integration with Active Directory, LDAP, SQL, SMS and human resource systems | Optional | Optional | Optional |
| Multiple independent service desks for use in other departments | Optional | Optional | Optional |
| Integrated change management | Optional | Optional | Optional |
| Advanced customization tools to create customized Web forms using dynamic HTML | Optional | Optional | Optional |
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