Help Desk Institute-Best Practices Features-Help Desk Software

Help Desk Best Practices Increase Customer Satisfaction & Decrease Costs

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:

  1. Perform Customer Satisfaction Surveys on a Regular Basis
  2. Implement a Web-Based Knowledge Base Tool
  3. Implement Service Request Automation Processes in your Help Desk Software
  4. Use the Help Desk Software System to Increase Communications With Agents and Customers
  5. Implement a Customer Self-Help Portal Accessible 24 hours/day
  6. Use Real-Time Help Desk Reports, Dashboards, Metrics and Analytics
  7. Use Real-time Reporting Features that Decrease Time Required to Prepare Reports
  8. Implement an Asset Management System that is integrated with the Help Desk Software system
  9. Implement an ITIL Change Management Software System and ITIL processes. Integrate the Change Management System with the Help Desk Software System.

See https://www.givainc.com/wp/help-desk-best-practices-itil-help-desk-institute.htm to download the white paper.

Client Success

MetroHealth System Logo
  • 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
Athens Regional Health System Logo
  • 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
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use