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

RFC Intuitive Navigation-IT Change Management Cloud Software

RFCs-Quick Navigation-Giva eChangeManager

Every screen has the following main navigation:

  • Home – One click anywhere in the application to return to the home page.
  • Knowledge – Search the optional knowledgebase.
  • Change – Create or search for an RFC, view all the RFCs you have created or view the Forward Schedule of Changes.
  • Reports – All reports are accessible from the main navigation by making them favorites.
  • Settings – Administration, Marquee and Broadcast message, and password reset.
  • Help Center – Open support requests and access documentation.
  • Feedback – Provide product improvement suggestions directly to Giva.

See https://www.givainc.com/demos/eCM/02-hosted-it-change-management-software-tracking-itil-create-search-rfc.htm for demo

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.

ITIL Compliant Workflow Approval Process and Notifications

Automated Notifications for RFCs

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/wp/change-management-workflow-itil-approval-process-compliant-notifications.htm and click “Download White Paper” to request this White Paper.

Whitepaper: Customer Service Best Practices - CCI, SSPA

Customer Service Best Practices Increase Customer Satisfaction & Decrease Costs

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:

  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 Customer Service Software
  4. Use the Customer Service Software System to Increase Communications With Agents and Customers
  5. Implement a Customer Self-Help Portal Accessible 24 hours/day
  6. Use Real-Time Reports, Dashboards, Metrics and Analytics
  7. Use Real-time Reporting Features that Decrease Time Required to Prepare Reports

 

See https://www.givainc.com/wp/customer-service-best-practices-customer-care-institute.htm and click “Download White Paper” to request this White Paper.

IT Help Desk Cloud for Healthcare & Hospitals

Giva Service Desk Increases ROI on Healthcare Information Technology

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/healthcare-it-help-desk-customer-service-saas.htm

Save Money with Self-service Web Portal

Lower costs with a self-service web portal

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:

  • Detailed analysis of our customer’s cost savings over a 4 year period as the result of customers logging their service requests via the web
  • Data on customer adoption of a web customer service system over time
  • Customer responses to the question: “What do you want from a support center?”
  • Suggestions for communicating and executing the adoption of web service requests so it benefits both you and your customers
  • Results of our time study comparing the time required to log basic help desk data by phone, voice mail, email, fax and web
  • Tips on how to implement a web based help desk successfully

See https://www.givainc.com/wp/customer-web-self-service-logging-service-requests.htm and click “Download White Paper” to request this White Paper.

Retain Customers By Measuring Satisfaction

The key to retaining customers is keeping them satisfied. To do that, you must go beyond the metrics described in the SLA. It is easy to get too focused on response performance when starting service level management for customer service software. These results are easily quantified and manageable, so even the best of us fall into this trap. However, customers do not really care about the numbers. They want a help desk solution that addresses problems to their satisfaction, which is harder to get your arms around.

Implementing customer satisfaction surveys demonstrates that you value your customers’ business and provides you with the information you need to continue to meet their needs. These surveys do not replace, but supplement the empirical numbers of service level agreement compliance reports.

Another way to make sure customers are satisfied is to re-open a case if the customer is dissatisfied and monitor the number of re-opened cases.

This free white paper illustrates how you can retain customers by measuring their satisfaction with your customer service management software. It also describes the strengths and weaknesses of different types of customer satisfaction surveys, such as periodic and incident surveys, to make sure you really get the answers you are seeking.

See https://www.givainc.com/white-papers/index.htm to access white paper.

ITIL Compliant Workflow Approval Process

This free white paper describes the workflow approval process and automated email notifications for requests for change (RFC) using Giva’s eChangeManager, which is ITIL compliant.

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.

The primary communication vehicles used by IT professionals for managing IT changes are paper, email and voicemail. People generate and forward requests around the organization, but many key people and departments are unaware of important changes. Often, no central authority prioritizes important IT change requests or makes escalations in a timely manner.

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. To help manage the myriad of projects, the IT Change Manager needs a way to document the change flow and automate the tasks.

Designed with extensive input from real 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/white-papers/index.htm to access white paper.

How IT Infrastructure Library (ITIL) can improve IT security

10 Ways IT Infrastructure Library (ITIL) Can Improve Information Security

  1. ITIL keeps information security service and business focused.
  2. ITIL can enable organizations to develop and implement information security in a structured, clear way based on best practices.
  3. With its requirement for continuous review, ITIL can help ensure that information security measures maintain their effectiveness as requirements, environments and threats change.
  4. ITIL establishes documented processes and standards (such as SLAs and OLAs) that can be audited and monitored.
  5. ITIL provides a foundation upon which information security can build. It requires a number of best practices - such as Change Management, Configuration Management and Incident Management - that can significantly improve information security.

Request a free copy of the white paper to see the rest of the countdown.

 

See https://www.givainc.com/white-papers/index.htm to access white paper.

Assess How Your Help Desk Is Operating

Evaluate Your Help Desk by Taking a Short Quiz in this White Paper

According to the Help Desk Institute, help desk costs rise 10-20% every two years. Some of the reasons for the increase are:

  • Increasing complexity of new help desk support software
  • Shorter life cycle of help desk software and hardware
  • Increasing customer use of help desks

To control costs and increase customer service satisfaction, take the short quiz contained in this white paper to assess how your help desk is operating. In addition, read about the best practices of help desks 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 dropped by 60%.

Performance goals are also a must. At the very least, performance goals should be established for 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/white-papers/index.htm to access white paper.

 

Newer Entires     1   ...   16   17   18   19   20   21   22   23   24   25   26     Older Entries