Giva Blog Categories : Help Desk Best Practices

What is SLM? ITIL Service Level Management: Meaning, Purpose and Process

ITIL Service Level management (SLM)

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The ITIL Guru sat at his desk, looking over the latest additions in the Continuous Improvement Register (CIR). As a CIR review board member, he liked what he saw -- more IT staff contributing improvement ideas, making him feel good about the progress. The phone rings.

"ITIL Guru. How may I assist you today?"

"Hi Guru, this is Betty. I want your help. The CIO asked me to come to her office tomorrow. She wants me to take over the role of practice owner for Service Level Management (SLM). Since the previous owner did not communicate very often to IT, I don't know what the practice does or accomplishes. Can you give me your expert opinion about the role of SLM?"

"Betty, I am always happy to help explain ITIL.

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Essential Change Management Roles and Responsibilities

Change Management Roles and Responsibilities

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The ITIL Guru sat at his desk, looking over the latest additions in the Continuous Improvement Register (CIR). As a review board member, he liked what he saw. More and more IT staff contribute improvement ideas, making him feel good about the progress. The phone rang.

 "ITIL Guru. How may I assist you today?"

"This is Michael. The CIO requested that I come to her office tomorrow. She wants me to take over the role of Change Manager. Her text does not appear clear about the new Change Enablement practice. Can you help me to make a good impression?"

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What Are the 7 ITIL-Guiding Principles

7 Guiding Principle of ITIL

The IT Infrastructure Library, abbreviated as ITIL, is a library of guidelines that were first introduced by the British government's Central Computer and Telecommunications Agency (CCTA) during the 1980s that outlines a complete list of best practices to be adopted for delivering IT services. The guiding principles listed in ITIL have undergone several revisions over time after they were first introduced and currently include five books, each dealing with different aspects of IT services, with one unit of the ITIL System focusing on the 7 guiding principles.

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The Complete Help Desk Technician Job Description & How To Become One

Help Desk Technician

Photo Attribution: Makyzz/Shutterstock.com

Help desk technician is a job that does not seem to be talked about enough. It is an essential position in any business, and it is not going anywhere anytime soon. Those in these positions often work in the IT department of an organization but can also be employed by a software company or other vendors that sell computer-related products and services to businesses.

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Benefits, Risks & Future of Using Chatbot Technology in Customer Support, Plus Top Support Bots

Customer Support Chatbot

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To help simplify the interactions between a customer and a company, a helpful tool has increasingly grown in use in the market. It aids in answering repeated queries of customers among other functions, and is called a "support chatbot", or "automated chatbot" or "customer service bot".

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How to Use the Balanced Scorecard Approach to Achieve World-Class Service Desk Performance

Balanced Scorecard

Photo Attribution: desdemona72/Shutterstock.com

The troubled Service Desk manager called the ITIL Guru and asked to see her right away. When he arrived, he had a panicked look on his face. The ITIL Guru calmly asked, "What has got your feathers ruffled?"

The manager said, "I just received an email from the CIO asking about my department's metrics. He says that they don't look great compared to top service desks. Before I respond, I wanted to get your opinion."

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Operational Level Agreements (OLAs): The Foundation to Every Service Level Agreement (SLA)

ITIL ITSM OLS vs. SLA

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The Service Desk Manager arrived at the ITIL Service Manager's office and found her staring out the window. He politely knocked, and the manager invited him to sit down, saying, "Glad to see you back. How is your SLA project going?"

"Progressing, thanks to your guidance."

"That is great! Tell me what you have done so far."

"I met with several key business leaders and explained the project and what a Service Level Agreement is. They are excited about us addressing their critical needs, and they are looking forward to a continuous improvement process partnership. However, I am not experiencing the same excitement from the various IT departments. I thought they would love to know what the business needs."

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How to Define & Measure ITSM Critical Success Factors (CSF) with SLAs & KPIs

ITSM Critical Success Factors with SLAs & KPIs

Photo Attribution: Nemanja Cosovic & fatmawati achmad zaenuri/Shutterstock.com

When the young man arrived at the ITIL Service Manager's office, he found her reading a book. He politely knocked, and the manager invited him to sit down, saying, "What can I do for you?"

The young man said, "My manager asked me to write an SLA for my Service Desk, and I don't know where to start. Another manager told me you know everything there is to know about IT best practices."

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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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  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
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  • Increased to 90% achievement in meeting service level agreements
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  • 60% increase in information captured during the initial phone call
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  • 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