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

Data Breach Trends in Higher Education

Data Breaches Higher Education

With higher education becoming increasingly more available, data breaches are on the rise as well. Colleges are responsible for compliance with security regulations, such as FERPA (Family Educational Rights and Privacy Act), as well as attempting to monitor use of personal devices as they have become a crucial component of classrooms and campus life. Hackers are targeting educational institutions more than ever, so effective data security is critical.

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4 Keys for Integrating ITIL and the Cloud

ITIL & the Cloud

As businesses move to the cloud, IT Service Management (ITSM) tools within the cloud are becoming increasingly common. The IT Information Library (ITIL) best practice approach to ITSM does not currently target the cloud, but its best practice approach to service management has resonated throughout the cloud-based application industry. This approach allows organizations to use IT to realize business change, transformation, and growth. ITIL's principles have been implemented in efficient and cost effective cloud-based analytical software applications today, however, further updates are required to target the following specific areas:

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3 Ways Companies Can Combat Phishing

Combating Malware & Phishing

Despite the advanced technology and insight into data breaches, many companies still find themselves victims of silent attacks conducted by hacking professionals. While there are few ways to prevent these attacks, there are multiple precautions you can take to protect your company and your customers.

Data breaches can occur when malware is downloaded onto a device. Malware consist of different viruses and software that collect private information without the target ever knowing. Most commonly, data breaches are performed using phishing, which occurs when one is sent emails or texts containing links to malware. They are cleverly disguised as normal emails that do not always look suspicious to the unsuspecting eye, or even appear "friendly," which are why many people fall victim.

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The Benefits of Ethical Hacking

Ethical Hacking

Can you imagine a world where hacking was no longer a threat and security was stronger than ever? This is potentially the future of technology if efforts strive to invest time and money into a new generation of so-called "white hat' hackers.

In a recent article on Medical Economics' website, Giva proposes a 5-to-1 ratio of software developers to ethical hackers. This article calls for hefty fees that should be paid to registered ethical hackers for finding weaknesses or gaps in a company's system. Due to the good money opportunity by taking this path, it would persuade those with hacking skills to use their skills to improve technology instead of attacking it. A better future starts with the decision to work for it, and the development of an ethical hacking field is a crucial first step towards a brighter one.

The Benefits of Configuration Management

Software Configuration Management

Configuration Management, or Software Configuration Management, is the tracking and controlling of software changes in a system. Its purpose is to ensure consistency in performance, functionality, and design. In many ways, configuration management is analogous to the architectural framework of a house that sets the tone for the actual materials, such as lumber and windows. In this case, software configuration would be the framework that is intertwined with tools such as cloud computing and other forms of configuration management database, or CMDB for short.

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Considerations in First Call Resolution Rates

First Call Resolution Rates in Help Desk or Call Centers

It is the dream of every business owner to become bigger, better, and to become a necessary staple in the mind and lives of customers. However, some might not consider the changes that go into accommodating this new and improved status. One of these changes will be the management of your phone system and the way your calls are handled. Once a business rises to a certain size, there has to either be an in-house call center or an outsourcing of these customer service calls to another location, preferably within the geographic area. Why is this? When a business receives a rise in their customer base numbers and want to continue this trend, there will have to be adjustments made to better serve this growing demographic by answering their questions and quelling their concerns. This is when either an evolved help desk system or call center implementation becomes necessary.

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How to Build Software Purchasing Buy-In with Senior Management

Senior Leadership Approval for New Software Products

Does your department need a new software product? Are you a project manager in charge of finding the latest technology for your people? Giva offers insight on the importance of appealing to senior management so as to ensure mutually beneficial outcomes in an article entitled, "Building Buy In: How to Get Senior Leaders On Board with Purchasing New Software," recently published on Business.com.

Opening meaningful dialogue with senior leaders sets a platform for effective communication. Giva's article outlines the four crucial components of conversation when seeking approval for a new product so that you, too, find success for management, you and your group.

5 Ways Leaders Benefit From Mindfulness and Meditation

Mindfulness & Meditation

If you are one of the thousands striving to improve themselves, look no further! Before you search through a chaotic maze of solutions, know that introspection and mindfulness can save you the hassle.

Giva's recent business.com article 5 Ways Meditation and Mindfulness Can Impact Your Career lists five novel ways you can improve yourself and your leadership skills. It guides you through simple and concise tasks you can do at your convenience to ease yourself into a more mindful being.

3 Tips to Prepare for 2016 HIPAA Audits

HIPAA Audits

The U.S. Health and Human Services (HHS) Office for Civil Rights (OCR) first began conducting HIPAA audits in 2014 and is continuing with phase two this year. The purpose of these audits is to ensure the protection of each individual's personal information. The second phase examines decryption and encryption, facility access controls, and additional high risk areas that have yet to be specified. If your company is being audited, it will receive an audit notification letter from the OCR and should plan for an estimated 30 to 90 day procedure.

With this knowledge, your company can begin to prepare for the assessments to make certain that you are ready.

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The Next Big Thing In Call Centers: The Emerging Model

Call Centers & The Emerging Model

Traditionally, call centers monitor the calls of customer service employees using methods such as random call monitoring selection, consistent monitoring of a small sample size of employees with five being the optimum number, and a checklist that evaluates the efficiency of the call. This is all done with the goal of decreasing variations between calls, increasing customer quality experiences, and combining all of the data gathered in hopes of creating a standard call checklist that meets all of those requirements. However, it has been revealed that not only is this method of call monitoring and quality assurance outdated, it is also relatively ineffective when compared to the information and results that could be obtained through the usage of the increasingly popular Emerging Model.

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