Giva Blog Categories : Help Desk Best Practices

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

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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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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

Photo Attribution: one photo/Shutterstock.com

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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  • 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 meeting service level agreements
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