The Change Manager reviews all newly submitted RFCs. If the RFC is a simple, routine and low risk RFC, then the Change Manager approves the request immediately by changing the status to “APPROVED” or to “SCHEDULED.”
To learn more, view the eChangeManager demo!
According to the Help Desk Institute, help desk costs increase 10-20% every two years from:
To control costs and increase customer service satisfaction, take the short quiz contained in this white paper to assess how your help desk or customer service organization is operating. In addition, read about the best practices and benchmarks for common metrics like call abandonment and first call resolution rate.
By performing the root cause analysis described in this paper, one company found that new employees contacted their call center four times as often as other employees. After offering a 30-minute IT orientation to new employees, new user calls to the help desk decreased by 60%.
Performance goals are also important to establish: customer satisfaction, cost per call, call abandonment rate, service level compliance, first call resolution rate, and cycle time. Individual agents should be measured using calls per month, customer satisfaction, and first call resolution rate.
See https://www.givainc.com/resources/wp/how-does-your-help-desk-measure-up-cut-costs-measure-productivity/ and click download white paper.
See https://www.givainc.com/demos/ecm/01-hosted-it-change-management-software-tracking-itil-rfc.cfm for demo.
If you want to strike the balance between having sufficient staffing to react as needed and doing so economically, this white paper will be helpful. Industry studies indicate that 80% of a typical help desk budget is salary, so staffing appropriately has a major impact on the bottom line.
The common Erlang formulas from queuing theory fall short because of the wide diversity of help desk entry points (call, fax, email, web, walk-ins, and pages).
Using the detailed formulas and methodology presented in this paper, you will be able to calculate the relationship between staffing levels and customer support levels. First, the paper looks at call center flow models to see how the organizational structure affects costs and program performance. Secondly, call volume, time to process a call, and time to resolve a call are used to determine the average number of staff required for a given call volume. A 70% utilization rate is a good starting point, since the inflow of random calls requires some slack capacity.
This is an outline of the White Paper:
Call Flow Design - Understanding the Different Strategies
Financial Impact of the Various Models
How Many Help Desk Staff Are Required For Your Call Volume?
Appendix A: Cost Calculations for Typical Call Flow Support Models
Appendix B: Gross Staffing Level Calculation Worksheet
See https://www.givainc.com/resources/wp/help-desk-staffing-models-simple-analysis-save-money/
and click “Download White Paper” to request this White Paper.
Every screen has the following main navigation:
See https://www.givainc.com/demos/ecm/02-hosted-it-change-management-software-tracking-itil-create-search-rfc.cfm for demo
This White Paper is a summary of Help Desk Best Practices from the following three authority sources: the Information Technology Infrastructure Library (ITIL), the Required Practices for Organizations (BS15000) and the Help Desk Institute (HDI) Best Practices Standards for Certification.
To improve, an organization must assess its current practices against those used in other organizations, or "best practices." Simply put, a best practice is the most effective way to get something done. These practices, processes, and procedures have emerged as proven models for the majority of organizations.
Help desk organizations must assess their competencies, find areas for potential improvement, and grow. A list of best practices that can be implemented and used in help desk software serves as the starting point for such an evaluation and improvement process. Use this list to reconsider what you are doing and why, and what you should be doing and when.
Some Help Desk Best Practices covered in the White Paper:
See https://www.givainc.com/resources/wp/help-desk-best-practices-itil-help-desk-institute.htm to download the white paper.
This white paper describes the workflow approval process and automated email notifications for requests for change (RFC) using Giva’s ITIL compliant eChangeManager.
According to a recent Gartner Group report, 87 percent of help desk calls result from change-related failures. The Help Desk Institute determined that the support industry standard cost per contact is between $15 and $30. If your support organization averages 1,500 service requests a month, the cost of change related failure requests is between $235,000 and $470,000 annually.
Giva understands the importance of a sound change process. Giva also knows that the key person to making a change process work is the IT Change Manager. This demanding job requires balancing priorities between reviewing all new requests for change (RFC), chairing the Change Advisory Board (CAB), prioritizing, approving, scheduling, conducting post-implementation change reviews, and many other activities.
Designed with extensive input from real world IT Change Managers, Giva eChangeManager includes industry best practices as defined by the IT Infrastructure Library (ITIL) and IT Service Management (ITSM). Unlike most change management applications, Giva eChangeManager is simple to configure and easy to use.
See https://www.givainc.com/resources/wp/change-management-itil-compliant-workflow-approval-process-automated-notifications/ and click “Download White Paper” to request this White Paper.
This White Paper is a summary of Customer Service Best Practices from the following three authority sources: Customer Care Institute, Purdue University Center for Customer Driven Quality and the Service & Support Professionals Association (SSPA).
To improve, an organization must assess its current practices against those used in other organizations, or "best practices." Simply put, a best practice is the most effective way to get something done. These practices, processes, and procedures have emerged as proven models for the majority of organizations.
Customer service organizations must assess their competencies, find areas for potential improvement, and grow. A list of best practices that can be implemented and used in customer service software serves as the starting point for such an evaluation and improvement process. Use this list to reconsider what you are doing and why, and what you should be doing and when.
Some Customer Service Best Practices covered in the White Paper:
See https://www.givainc.com/resources/wp/customer-service-best-practices-features-functions-customer-service-software/ and click “Download White Paper” to request this White Paper.
Today, health systems, hospitals, health centers, physician practices and health information exchanges are deploying comprehensive, integrated healthcare information technology (“HCIT”) infrastructures. Giva provides hosted IT help desk, customer service and asset, change and knowledge management solutions tailored to support HCIT installations for:
See more at https://www.givainc.com/customers/case-studies/
It is a common misperception that your customers or employees will not or cannot accurately and reliably enter their service calls into a software problem management system. In fact, industry studies indicate that the successful implementation of a self-service web based help desk or customer service portal is possible and will save a lot of money.
The advantages to having customers log their own service requests via the web are numerous. In addition to saving time and money, you will achieve increased accuracy of information and better help desk and customer service coverage.
Using a case study, we share how a customer saved $135K in the first year alone and achieved an adoption rate of over 50% for help requests via the web.
This white paper addresses the following topics:
See https://www.givainc.com/resources/wp/service-requests-customer-logging-successfully-implement-benefits/ and click “Download White Paper” to request this White Paper.
Newer Entires 1 ... 77 78 79 80 81 82 83 84 85 86 87 ... 92 Older Entries
