Giva Blog

Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

How to Leverage Customer Intelligence to Reduce Operating Costs

How to Leverage Customer Intelligence to Reduce Operating Costs

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What is Customer Intelligence (CI)?

The internet is home to many tracking tools designed to gather valuable information to better profile consumers. This information is so valuable that it is usually sold to third-party companies for further follow-up.

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The Ultimate IT Help Desk Software Evaluation Checklist

The Ultimate IT Help Desk Software Evaluation Checklist

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Before making an investment in any IT Help Desk Software solution, you should evaluate if the service meets all your requirements for a help desk system in supporting your customer's experience with your business. The function of IT help desk software is to increase customer satisfaction and also to decrease service desk call volumes.  It is a centralized system for managing IT issues and service requests from customers.

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3 Must-Have Customer Service Tools to Scale Your Startup

3 Must Have Customer Service Tools to Scale Your Startup

Photo Attribution: Fazakas Mihaly/Shutterstock.com

Customer service is a necessary component to any startup. It is important to have customer management strategies in place so you can properly serve your current customers while making it attractive for leads to become customers. There are many software solutions that cater to startups' customer service needs, but there are three main tools that can help quickly scale your startup; these are:

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IT Change Management Stakeholders: The Complete How & Why of Identifying & Analyzing

ITSM Stakeholder Identification & Analysis

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Introduction: Why are stakeholders important?

Stakeholder feedback into Continuous Improvement Practice is the best and fastest way to transform Information Technology (IT) into a strategic asset for your company.

This article focuses on examining ITIL® Change Management stakeholders, who they are, the analysis of them, and why it is important, and the countless opportunities to gain insight into what to improve from stakeholder feedback.

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How to Streamline Your ITSM Problem Management: Use Incident Matching

ITIL ITSM Problem Management Incident Matching

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Are you frustrated about recurring Incidents? How much time do you spend fixing the same things over and over again? These are the Incidents users regularly contact the Service Desk about. If it bothers you, what do you think your users think about your IT organization? What is an inconvenience to you means lost productivity to users, and lost productivity equals lost revenue.

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Shift-Left Analysis & How-To Guide: Maximize IT Service Management (ITSM) Efficiency

Shift Left ITSM

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Discover the meaning, principles & benefits of the Shift-Left support model approach & best-practice implementation strategies

IT departments have always lived in a world of balancing two opposing activities with limited resources:

  1. Maintaining user productivity by responding when something breaks (an Incident) or a user request for services (a Service Request).
  2. "Maximizing the number of successful service and product changes by ensuring that risks have been properly assessed and authorizing changes." 1

What makes this juggling a challenge is the same high-level skills for planning, testing, and implementing changes are also the same resources required for resolving more complicated escalated incidents. Anyone that works in IT is familiar with firefighting interruptions. You are in your cube with your head around a time-sensitive change project when you receive a new incident that cannot wait. If you only had more people, then you could split the tasks between project management people and operational people. But is that really going to happen? So, what does happen is that you take the time to help out the users and skimp on the change project because projects are also time sensitive.

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Top Tips for Creating a Cybersecurity Budget in Healthcare

Top Tips for Creating a Cybersecurity Budget in Healthcare

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The healthcare industry will forever be the target of cyberattacks due to the array of information included in the healthcare record.

With this in mind, the need for cybersecurity is not going away. It is becoming a more predominant focal point in the industry, as you will see shortly. If your organization is struggling to justify the financial cost of adding cybersecurity to yearly budgets, consider asking yourself the following questions:

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What Are the Effects and Costs of Downtime to Healthcare Organizations?

What Are the Effects and Costs of Downtime to Healthcare Organizations

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Any break in the standard flow of a business can result in severe financial losses. Where do these losses stem from? According to Bleuwire, the usual suspects that can cause downtime in any business are:

  • Human error

  • Internet outage

  • Malfunctioning hardware

  • Cybersecurity threats

  • Server instability

  • Software updates

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The 3 Most Effective Change Management Models for Healthcare Practices

Change Management Models for Healthcare

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Change management models are a crucial part of any organization. Healthcare settings in particular are known to be resistant to change and have a lot on the line when it comes to implementation. In order to stay competitive, it is important to know how best to implement change management strategies that will keep your organization running smoothly and efficiently. There are many different models for change management, but which ones work the best for healthcare?

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6 Ways SaaS Can Support Your Startup's Success

SasS Benefits for Startups

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Running a startup company is no easy task. You have to worry about hiring the right people, getting customers, and maintaining an efficient workflow. The best way to do all of these things? Build a strong foundation with SaaS tools. There are many software options for startups that will help you grow your business in different ways. No matter what stage you are at or what type of business model you use, there is something out there for every company that can help it grow without breaking the bank or taking up all of its time.

Here are 6 ways SaaS can support your startup's operations:

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Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms