Giva Blog Categories : Help Desk Best Practices

The Ultimate IT Help Desk Software Evaluation Checklist

The Ultimate IT Help Desk Software Evaluation Checklist

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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.

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

ITSM Stakeholder Identification & Analysis

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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.

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How to Streamline Your ITSM Problem Management: Use Incident Matching

ITIL ITSM Problem Management Incident Matching

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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.

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

Shift Left ITSM

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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.

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How to Create & Foster an ITIL Change Management Culture in Your Organization

Creating & Fostering an ITIL Change Management Culture

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For many organizations, the ITIL Change Management process can seem like a daunting task. It is easy to get caught up in all of the steps and lose sight of what is important. But by following some simple tips, you can foster an environment that cultivates a change management culture within your organization.

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3 Reasons to Use SaaS in Your Business-to-Customer (B2C) Call Center

3 Reasons to Use Saas in Your Business to Customer Call Center

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Companies are increasingly embracing Software as a Service (SaaS), which, although originally designed for internal use by companies and departments, has quickly become an attractive option for B2C companies looking to provide their customer access to software from the cloud. SaaS is revolutionizing the business-to-customer call center industry by taking advantage of its ease of use and flexibility when compared with other options, like on-premises systems. Here are three main reasons your business to customer company should consider migrating your call center to a SaaS platform:

  1. Ease of Use

    SaaS is a great way to make your customer support even more efficient and streamlined. You can manage everything from within one application, so you do not have to keep checking for new updates or conduct business with multiple vendors. A single portal for various applications distills customer service down to its simplest and most effective form.

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3 Critical Times You Should Start IT Change Management Processes for Cost-Effective ITSM

When Should You Start IT Change Management

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It is great to have IT change management systems and standards in place to support any changes your organization needs to implement. It is equally important to know when you should be initiating those processes to most effectively be agile and aid process-improvement practices.

IT administrators understand that their ITSM systems are complex, multi-faceted environments that require constant maintenance on time and on budget. To manage and retain the IT budgets available, they have to ensure data and processes are synchronized and reflected in a timely and cost-effective way. This level of management is essential to keeping IT operations on schedule and budgets kept under control. It can be challenging to transition from traditional to modernized/digital ITSM to ensure best practices are being followed so that you can adapt and maintain your business.

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Stop the Turnover: How to Retain IT Help Desk Personnel

Happy IT Help Desk Personnel

Photo Attribution: Viktoria Kazakova/Shutterstock.com

IT help desks have some of the highest turnover, which is very costly, pushing 40%. Why is that? John Loyd suggests several reasons, including high stress, lack of experience, and feeling ineffective. And so, how can organizations and leaders go about to better retain their IT help desk employees?

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How to Implement a Proactive vs. Reactive IT Help Desk

Proactive vs. Reactive It Help Desk

Photo Attribution: khaleddesigner/Shutterstock.com

The typical conception of the IT help desk is a group of support people ready to be contacted by employees with any number of types of problems, and the help desk staff willing and able to go about resolving these issues--a process that is "reactive" in nature.

But, what if those problems never even occurred? Or, what if they were mitigated before the customer even had them?

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HIPAA-Compliant Text Messaging and Why You Need It

HIPAA-Compliant Secure Text Messaging

Running a hospital presents a variety of unique challenges. It is like many other businesses as it requires effective leadership and communication to run smoothly, but the extra factor is the importance of timeliness. All businesses require quick employee response, but this could not be truer for a healthcare facility. Patients and their health can be unpredictable. There should be a method of reaching healthcare professionals promptly while still protecting the sensitive information being transmitted.

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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