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

Benefits of Cloud Hosted Change Management

Benefits of Change Management

  • Better alignment of IT services to actual business needs
  • Increased visibility and communication of changes to both business and service support staff
  • Reduced negative impact of change on IT services by improving the assessment of business and technical risk
  • Improved assessment of the cost of proposed Changes before they are incurred
  • Improved Problem, Supplier, and Availability Management through the use of valuable management information relating to Changes
  • Improved productivity of Users through less disruption and higher quality services
  • Improved productivity of key IT personnel due to reduced repair of Changes
  • Greater ability to absorb a large volume of Changes


Benefits of SaaS Hosted Approach to Change Management:


 

See https://www.givainc.com/change-management-software/index.htm for more information

Objective of Change Management Cloud Software

The objective of Change Management is to help maximize the benefits of making changes to the IT infrastructure while minimizing the risks involved in making those changes.

The implementation of a Change Management process represents a major milestone for an IT organization on the road to stabilizing its IT infrastructure. It is probably the most difficult process to establish because it requires the support of everyone involved in IT provisioning and support.

The Gartner Group published a report several years ago that stated that 87% of the calls into a typical company's Help Desk were the result of change-related failures. Therefore, it should come as no surprise that the successful implementation of the Change Management process should lead to significant improvements in the overall stability and quality of IT services.

The Change Management process does not guarantee that changes to the IT infrastructure will not cause problems, but it reduces the probability.

 

See https://www.givainc.com/change-management-software/index.htm for more information

Reactive to Strategic-Help Desk and Customer Service

Help desks and customer service organizations that have successfully journeyed from being reactive to being strategic generally follow a similar path. Often the steps include the following:

> Develop a call reduction strategy. The most common approach to call reduction is root-cause analysis; a process designed to eliminate the source of key problems. Root-cause analysis, which ought to be undertaken monthly, categorizes calls by type and technology and then discovers common causes for those calls. Next it acts to diminish the number of future calls by refining user training or the development of new online help screens. For example, one help desk found that new employees called the help desk an average of four times per month, while those who had worked at the company for a year or more averaged only one call per month. By providing a half-hour IT orientation to all new employees, the help desk reduced call volume from new users by 60 percent. But don't overlook the obvious. Another help desk reduced incoming calls by nearly 5 percent just by informing callers how their problems had been solved. The next time users encountered the same problem, they were able to solve it without the help desk.

> Free agents to work on call abatement projects. Since abatement projects are the heavy-lifting task of call desk centers, they need to be undertaken well out of earshot of ringing phones. The most common excuse for agents being unavailable for planning is they are trapped in 911 mode. To release agents for call abatement, try to assign additional resources to staffing on the phones or else be prepared for a short-term increase in the call volume can be reduced. Contractors can be particularly useful as a stopgap resource for answering telephones while regular agents focus on call reduction efforts.

 

See the following link for a great White Paper on the topic:

https://www.givainc.com/white-papers/index.htm

Needs Assessment Tool- IT Help Desk/Customer Service Cloud

A lot of software licenses are not used and become "Shelfware" because the needs of the purchaser changed or the software never delivered what the purchaser expected.  Often, the purchaser thinks that they know what they need as far as feature requirements, but after implementation they can not get their employees or customers engaged to use the application.  Also, in time their needs change and the product the bought has not evolved to meet their changing needs.

In summary, there is a lot of risk in purchasing software. Consider if the software-as-a-service (SaaS) model may help your organization minimize risk and decrease the lifetime TCO of an application.

 

Request a Free Needs Assessment your Help Desk or Customer Service Software Requirements

Web IT Help Desk Cloud Software-Calculate TCO

Giva provides some valuable tools to help you better understand the Total Cost of Ownership (TCO) of owning software applications and comparing it to the SaaS approach.

The purchase price of software licenses and annual maintenance fees you pay a vendor are a very small component of the true TCO.

Hardware, databases and related purchases are important to consider, but they are not as large as the actual labor required to manage and maintain the application and the infrastructure. Gartner Group estimates some of these costs and Giva will provide them to you in an Excel spreadsheet if you request a TCO analysis.

Labor is an enormous component that is always over looked and universally underestimated due to human bias. It's often hard for IT people to admit that an outside vendor can do a better job and be more cost effective. The fact is that SaaS vendors have enormous scale and efficiencies of building, managing, maintaining and hosting an application for 100,000s of users vs. your company trying to do the same for your IT department which is of course many many orders of magnitude smaller.

When your CIO says, "we have plenty of IT people to do all this work", respond by saying, "Let's look at your list of IT projects for the last 12 month...are you ahead or behind schedule?" Invariably, you will find that they are significantly behind schedule on many key revenue impact projects because the IT dept is spending a lot of time just to keep the infrastructure up and running instead of focusing on strategic projects that impact/generate revenue to the company.  As you well know, a help desk/customer service organization does not generate revenue for a company.

 

Request a Free TCO Comparing Your Help Desk or Customer Service Software vs. Giva

Healthcare, Hospital IT Help Desk Upgrade and Maintenance

Giva SaaS eliminates IT help desk upgrades & software maintenance


Save money with Giva SaaS

Giva has a special industry focus on healthcare and hospitals.

You have a clear mandate to reduce IT help desk operating costs. Is the cost of annual software maintenance, consultants and upgrade fees for your current IT help desk application too high?

With Giva, healthcare and hospital customers on average experienced a:

  • 45% decrease in annual maintenance cost (Giva annual subscription cost was 45% less than previous annual software maintenance)
  • 90% decrease in implementation time and cost
  • Eliminated all servers, software and upgrade costs
  • Decreased headcount required to maintain service desk application

 

Giva Service Management Suite™   Traditional Client/Server Help Desk Software
Customers experienced a 45% decrease in annual software maintenance cost (Giva annual subscription cost was 45% less than annual software maintenance cost)

vs. Purchase licenses, servers, software and add-on modules. Also, significant FTE headcount and expensive consultants required for ongoing "care and feeding"
Coded from the ground-up with a Web-native architecture and built in 1999 for the Internet

vs. Architected before the Internet-client/server
Web 2.0 Intuitive Design—Agents can learn in just 1 hour

vs. Client/server interface
Implementation in just 1 week

vs. Implementation often measured in months and quarters
Architecture built on ITIL from our first line of code-modules seamlessly integrated

vs. Legacy applications that evolved with add-ons
Quarterly enhancements are seamless with Giva Software-as-Service (SaaS) vs. With traditional software, upgrades will distract your business, cost significant fees, require FTE headcount and expensive consultants

 

Click for a TCO or ROI Analysis

Click to watch a 2 minute video of Giva eHelpDesk

BMC Service Desk Express Upgrade & Software Maintenance

Eliminate Service Desk Express upgrades & software maintenance with Giva SaaS

Is the cost of annual software maintenance, consultants and upgrade fees for BMC Service Desk Express too high?

Save money with Giva SaaS

BMC Service Desk Express Suite customers face a resource-intensive and expensive proposition to continue to maintain their service desk application.

With Giva, BMC Service Desk Express customers on average experienced a:

  • 45% decrease in annual maintenance cost (Giva annual subscription cost was  45% less than BMC annual maintenance)
  • 90% decrease in implementation time and cost
  • Eliminated all servers, software and upgrade costs
  • Decreased headcount required to maintain service desk application

 

Giva Service Management Suite™   BMC Service Desk Express Suite 9.x
Customers experienced a 45% decrease in annual software maintenance cost (Giva annual subscription cost was 45% less than BMC annual maintenance cost)

vs. Purchase licenses, servers, software and add-on modules. Also, significant FTE headcount and expensive consultants required for ongoing "care and feeding"
Coded from the ground-up with a Web-native architecture and built in 1999 for the Internet

vs. Architected before the Internet-client/server
Web 2.0 Intuitive Design—Agents can learn in just 1 hour

vs. Client/server interface
Implementation in just 1 week
vs. Implementation often measured in months and quarters
Architecture built on ITIL from our first line of code-modules seamlessly integrated

vs. A legacy application that evolved with add-ons
Quarterly enhancements are seamless with Giva Software-as-Service (SaaS) vs. With traditional software, upgrades will distract your business, cost significant fees, require FTE headcount and expensive consultants

 

Click for a TCO or ROI Analysis

Click to watch a video of Giva eHelpDesk

Build or Buy an IT Help Desk? Part 3

Here are the Last Few Reasons You Should Purchase a Help Desk/Customer Service Software Package.

Of course, with Software-as-a-Service (SaaS) can save you a lot of money and SaaS vendors can get you up and running faster than deploying software on your own infrastructure. Our main point is that building your own help desk or customer service application really makes little economic sense. There are many products that are commercially available. Surely, there are a number of products that can meet your needs. We see many companies live to regret trying to build and maintain a product on their own.

Reason Four: You will have access to patches, updates, user groups, updated documentation, and technical support when the product is released and when you need it.

Reason Three: No matter how good the training, and no matter how great the documentation, sooner or later you will need to call the vendor’s technical support. This need usually arises at the worst possible time and inevitably involves a customer. Developers are busy people and you have to ask yourself if the in-house developers will be available when you need them. Most vendors have help desks that are open 24/7 and are literally waiting for your call.

Reason Two: Updates. A purchased product is continually updated, debugged and readied for your immediate use. With an in-house product your staff will usually be debugging the update after it is installed. This is not fair to your staff, your customers, or your boss.

Reason One: You can purchase, train on and implement a purchased product in a fraction of the time it takes to design, code, document, train on and implement an in-house product. A software development project can easily take on a life of its own and by developing an in-house product you are competing with paying customers. Unless you work for one of those unique companies mentioned earlier and unless your help desk can command the resources it needs, when it needs them, the chances are that in-house development will be prohibitively costly, time consuming, frustrating to train on and difficult to implement.

See our white papers at https://www.givainc.com/white-papers/index.htm

Build or Buy an IT Help Desk Cloud Application? Part 2

In a poor economy, we get this question a lot. What should I do, build or buy a help desk or customer service application?

Here are the Top Ten Reasons You Should Purchase a Help Desk Software Package:

Reason Seven: Help desk software packages can be easily customized to meet your support operation’s unique needs. You won’t get this capability in an in-house product without a great deal of extra work and time.

Reason Six: The product you purchase will have voluminous documentation that is both technical and end-user oriented. It may even have CBT disks available and will certainly have on-site as well as off-site training programs available to train your staff. An in-house product will rarely have such documentation.

Reason Five: The documentation and training will be at least three times better with a purchased product than it will be with an in-house product. You will not have to compete with the internal documentation and training staff that get paid to serve paying customers.

See our white papers at https://www.givainc.com/white-papers/index.htm

Build or Buy an IT Help Desk Product?

In a poor economy, we get this question a lot. What should I do, build or buy a help desk or customer service application?

What Do You Get With A Purchased Product?
The short answer is, a lot. Help desk software vendors spend millions of dollars and months of effort in determining what features go into their products. In addition, their sales, marketing, and technical support staffs have an intimate knowledge of help desk operations, trends, and requirements.

Here are the Top Ten Reasons You Should Purchase a Help Desk Software Package:

Reason Ten: The product already exists and you won’t have to spend time, money and political capital negotiating with a development executive to liberate already scarce resources.

Reason Nine: The vendor you choose has an understanding of how help desks work and what they need in a software package. Developers don’t always have this understanding and explaining it to them can take time, and time is money.

Reason Eight: Almost every help desk software package in the world can be purchased in modules. You can add and delete modules based upon your business needs and budget.

 

See our white papers at https://www.givainc.com/white-papers/index.htm

 

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