Giva Blog Categories : Help Desk Best Practices

A Comprehensive Guide of ITIL Principle 3: Iterative Process Improvement with Feedback

ITIL Iterative Process

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ITIL® plays an integral role in IT management and ITSM teams within organizations. As part of ITIL, leaders, managers and team members need to keep the feedback process iterative, constructive, and committed to making continuous service improvements.

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What Is an ITIL Framework?

ITIL Framework

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ITIL® is an acronym that stands for Information Technology Infrastructure Library. ITIL is a best-practice framework that guides the actions, operations, and measurable outputs from IT Service Management (ITSM) teams. 

ITIL is not the only framework in town. However, ITIL is well-known, respected, and widely implemented as a service framework for ITSM operations and service teams, also known as IT departments, help desks, and IT vendors.

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How Does the Responsibility Matrix (RACI) Work in ITIL?

Responsibility Matrix (RACI)

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In ITIL and ITSM, it's mission-critical that everyone has a clear understanding of their roles, responsibilities, and how this aligns with business objectives and Key Performance Indicators (KPIs).

One way for IT leaders and CIOs to manage and monitor this is using a Responsibility Matrix, also known as a RACI Matrix. Another way to describe this is a Linear Responsibility Chart (LRC).

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Service Level Agreements: What Are SLA Compliance Reports and How to Measure Success

Measuring Success with SLA Compliance Reports

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In the software and IT sector, software companies and IT help desks and service centers manage customer relationships and expectations using Service Level Agreements (SLAs).

Service Level Agreements are integral to the smooth running of relationships between IT help desks and Software as a Service (SaaS) companies, cloud-providers, other technology vendors, and customers.

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What Is a Maturity Model in ITIL & ITSM?

ITIL Maturity Model

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Businesses and organizations constantly need to monitor performance and identify areas of improvement. Maturity models are a tool, often used in IT departments, customer-centric organizations, and software companies, to measure the success of management processes, styles, and IT systems.

In this article, we are focusing on the use of the following maturity models in companies' operations:

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How to Reduce IT Help Desk Costs

Ways to Cut Help Desk Costs

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From fuel at the pumps to food at the grocery store, everything costs more these days. The reason? Inflation. According to data from the U.S. Labor Department and shared via the U.S. Inflation calculator, the country is experiencing an annual inflation rate of 8.3% for the 12 months leading up to April 2022. That is an astoundingly high number in comparison to previous years. In fact, it is the highest rate of inflation since 1982. The result? A trickle-down effect, meaning companies are incurring greater costs to bring in products, with these additional costs passed down to the consumer. 

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What Is Collaborative Email? Pros and Cons of Shared Inboxes, and Alternatives

Collaborative Email & Shared Inboxes

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When customer service or success teams are managing hundreds or thousands of customer queries every day, a collaborative inbox can be an advantage.

Instead of emails going to individual customer service agents and managers, everyone shares the same inbox. Working together collaborating to solve customer problems is a big advantage.

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Recommended Best Books for DevOps, SaaS, ITIL and Other Tech and Leadership Enthusiasts

Best Tech Books Recommendations

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One of the top ways to promote self-improvement is through reading books. Often written by experts or those with knowledge in a particular field, they can be great resources when looking for fresh perspectives on existing or emerging technologies and trends. So, whether you're at work, at your local cafe, or home after a long day, kick back and relax by adding these technology-related books to your 2022 reading list.

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How Your Customer Support Help Desk Feeds Your Knowledge Base

Build Knowledge Base from Help Desk Customer Support

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In a competitive business environment, it's more important than ever to keep customers happy. You need a proactive, customer-centric help desk and an in-depth and helpful knowledge base sitting alongside that.

Not only does this help customers when things go wrong, but it also makes it easier for them to use a product. Customers are happier when they can access everything they need without requiring assistance from a help desk.

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Avoid These 11 Common Mistakes When Building a Knowledge Base

Mistakes When Building a Knowledge Base

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What is a Knowledge Base?

A Knowledge Base (KB) is a crucial part of knowledge management in any business. It is a collection of information that is organized and accessible to employees so they can find what they need on-demand. In this blog post, we will discuss the benefits of knowledge bases and how they can help improve IT management and online library services.

Benefits of Knowledge Management

The following are some primary knowledge management system benefits:

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