Giva Blog

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

Top 7 KPIs for Measuring Change in ITIL

ITIL Change Management KPIs

Change Management, now known as Change Enablement in the Information Technology Infrastructure Library (ITIL®), is a way of managing change requests and implementing updates and changes in software, applications, and IT systems.

As IT leaders and professionals know, ITIL is a best-practice framework or set of best practices that guide IT Service Management (ITSM).

[Read More]

Key Elements of Software-as-a-Service (SaaS) Support Models for Customer Service Excellence

SaaS Customer Support

Photo Attribution: FGC/Shutterstock.com

In today's hyper-connected and highly competitive business landscape, providing excellent customer support is more critical than ever. The rise of the Software-as-a-Service (SaaS) model has changed the way companies deliver their products and services. Customers now expect instant and responsive support through various channels.

[Read More]

What is First Call Resolution (FCR): Why It’s a Critical KPI Metric

First Call Resolution (FCR) Metrics

Photo Attribution: Diki johavel/Shutterstock.com

One of the most important metrics and Key Performance Indicators (KPIs) in any help desk or customer service call centers worldwide is First Call Resolution (FCR).

[Read More]

Agile vs. ITIL: How Do They Fit Together? Or Do They?

Agile vs. ITIL

Photo Attribution: Diki Prayogo/Shutterstock.com

Developing and implementing technology solutions is a complicated process. Over the years, a wide range of best practice guidelines and frameworks have been created to make this easier and more cost and time-effective, such as Agile and ITIL®.

[Read More]

What Is IT Operations Management (ITOM)?

IT Operations Management (ITOM)

Photo Attribution: SerGRAY/Shutterstock.com

IT Operations Management (ITOM) is becoming increasingly crucial for delivering ever more complex IT operations and service management across multi-national and large organizations.

[Read More]

Understanding Vulnerabilities in Revenue Cycle Management in Healthcare

Healthcare Revenue Cycle Management

Photo Attribution: Photoroyalty & Volonoff/Shutterstock.com

What is Revenue Cycle Management (RCM)?

If you've ever received a medical bill or had to deal with insurance claims, you may have wondered how healthcare providers manage their finances. That's where healthcare Revenue Cycle Management (RCM) comes in. Essentially, RCM is the process of managing the financial transactions between healthcare providers and patients throughout the entire healthcare experience.

[Read More]

What is Demand Management and How Does it Work in IT?

IT Demand Management

Photo Attribution: VectorMine/Shutterstock.com

As the pace of innovation accelerates, companies must keep up with the latest trends to remain competitive. This, in turn, places a significant burden on the IT department to manage and maintain the technological infrastructure and to identify and implement new technologies. As a result, IT professionals are under mounting pressure to deliver high-quality services in a timely and cost-effective manner, all while ensuring the security and reliability of critical systems.

[Read More]

ITIL Checklist: Free Request for Change (RFC) Template

Request for Change (RFC) Template Checklist

Photo Attribution: Moonnoon/Shutterstock.com

Request for Change Definition: What is an RFC?

In IT Service Management (ITSM), and according to ITIL® practices, a Request for Change (RFC) is a formal, budgeted request to implement changes.

In most cases, an RFC is outside of any standard, minor-level changes. RFCs are part of the Information Technology Infrastructure Library (ITIL) Change Management processes, as defined in previous iterations of the ITIL framework and the current one, ITIL v4.

[Read More]

Remediation Planning: How a Backout Plan Differs from a Rollback Plan in IT

Backout vs Rollback Plan

Photo Attribution: fatmawati achmad zaenuri/Shutterstock.com

Change Management is a constant for ITIL and ITSM. Changes are often necessary, whether software or hardware roll-outs or systems upgrades. Regrettably, as every IT professional and team leader knows, mistakes can happen.

Not every change management plan goes smoothly, and when you hit bumps in the road, you need control of the complete end-to-end process. Part of ensuring you have that control is to have contingencies in place for rolling back some of the changes that have been made.

[Read More]

IT Swarming Support Model: Getting the Job Done Through "Controlled Chaos"

IT Support Swarming

Photo Attribution: melitas/Shutterstock.com

The Swarming Support Model in IT service is a collaborative approach to problem solving that can help teams work more effectively and efficiently to resolve issues and improve customer satisfaction.

With this approach, IT specialists, including the service desk, technical support, and development teams, work together to resolve a ticket. Leveraging collective knowledge and skills, the swarm methodology can lead to faster and more effective ticket resolution.

[Read More]

 

Newer Entires     1   2   3   4   5   6   7   8   9   10   11   ...   22     Older Entries