Giva Blog

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

How School IT Support Software Can Be Part of Modernizing Technology Used in Education Systems

How Help Desk Software Can Modernize Technology in Schools

Photo Attribution: Yevhen Pylypchuk/Shutterstock.com

Today's students have grown up with technology from the earliest days of their lives. Whether it be a smartphone app, laptop, or cloud service, students expect to utilize technology to conduct many of their day-to-day tasks.

[Read More]

Operational Level Agreements (OLAs): The Foundation to Every Service Level Agreement (SLA)

ITIL ITSM OLS vs. SLA

Photo Attribution: BestForBest/Shutterstock.com

The Service Desk Manager arrived at the ITIL Service Manager's office and found her staring out the window. He politely knocked, and the manager invited him to sit down, saying, "Glad to see you back. How is your SLA project going?"

"Progressing, thanks to your guidance."

"That is great! Tell me what you have done so far."

"I met with several key business leaders and explained the project and what a Service Level Agreement is. They are excited about us addressing their critical needs, and they are looking forward to a continuous improvement process partnership. However, I am not experiencing the same excitement from the various IT departments. I thought they would love to know what the business needs."

[Read More]

How to Define & Measure ITSM Critical Success Factors (CSF) with SLAs & KPIs

ITSM Critical Success Factors with SLAs & KPIs

Photo Attribution: Nemanja Cosovic & fatmawati achmad zaenuri/Shutterstock.com

When the young man arrived at the ITIL Service Manager's office, he found her reading a book. He politely knocked, and the manager invited him to sit down, saying, "What can I do for you?"

The young man said, "My manager asked me to write an SLA for my Service Desk, and I don't know where to start. Another manager told me you know everything there is to know about IT best practices."

[Read More]

How to Share Electronic Health Record (EHR) Information Securely When Working in the Cloud

How to Share EHR Information Securely When Working in the Cloud

Photo Attribution: TarikVision/Shutterstock.com

When patients see their doctors, it is not uncommon for them to be referred to a specialist to better address concerns. For the specialist to assist a new patient, electronic health record (EHR) information must be exchanged between the referring practitioner and the new one. This can be risky considering the threat of EHR security breaches during the exchange process. In addition, in the United States, healthcare practitioners must only exchange EHR information using approved transfer methods outlined by the Health Insurance Portability and Accountability Act (HIPAA). Failure to do so can result in steep fines for EHR and HIPAA violations.

[Read More]

How to Leverage Customer Intelligence to Reduce Operating Costs

How to Leverage Customer Intelligence to Reduce Operating Costs

Photo Attribution: Lemberg Vector studio/Shutterstock.com

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.

[Read More]

The Ultimate IT Help Desk Software Evaluation Checklist

The Ultimate IT Help Desk Software Evaluation Checklist

Photo Attribution: ByEmo/Shutterstock.com

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.

[Read More]

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:

[Read More]

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

ITSM Stakeholder Identification & Analysis

Photo Attribution: Griboedov/Shutterstock.com

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.

[Read More]

How to Streamline Your ITSM Problem Management: Use Incident Matching

ITIL ITSM Problem Management Incident Matching

Photo Attribution: 300 librarians/Shutterstock.com

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.

[Read More]

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

Shift Left ITSM

Photo Attribution: Rvector/Shutterstock.com

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.

[Read More]

 

Newer Entires     1   2   3   4   5   6   7   8   ...   82     Older Entries

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