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Learn IT Help Desk & Customer Service Best Practices

Cloud Computing for IT Help Desk & Customer Service/Support

Learn Latest Help Desk & Customer Service Best Practices


Webinar Key Point #3

The #3 Key Point we discuss in the "Winning Strategies for Purchasing IT Help Desk and Customer Service Software or Cloud Computing" webinar is to learn the latest help desk and customer service best practices.

Before engaging with software vendors, read up on help desk and customer service "best practices" as appropriate, so that that you can ask pointed and direct questions with confidence. For example, you want to be able to speak about First Call Resolution, Service Level Agreement Compliance, Root Cause Analysis and Customer Satisfaction Surveys with authority and competence to prod and poke at vendors. It is important to show vendors that you understand the latest best practices and industry trends, so you can make sure that they have evolved their products.

Click "Download White Paper" to read more about help desk and customer service best practices.

Download White Paper

Determine if Funds Approved and Set Aside for New Purchase

Are Funds Approved and Set Aside?

Webinar Key Point #2

The #2 Key Point we discuss in the "Winning Strategies for Purchasing IT Help Desk and Customer Service Software or Cloud Computing" webinar is encouraging people to quickly determine if funds are approved and set aside.

It is important before spending a lot of time on the project to meet with your CFO and ask a lot of questions about project funding approval. The only activity you should be doing before discussing funding approval is determining if check signers have any pain points.

Click "Download White Paper" to read more about how to determine if funds are approved and set aside.

Download White Paper

Do IT Help Desk Check Signers Have Significant Pain?

Cloud Computing for IT Help Desk & Customer Service/Support

Webinar Key Point #1

The #1 Key Point we discuss in the "Winning Strategies for Purchasing IT Help Desk and Customer Service Software or Cloud Computing" webinar is to determine if check signers have significant pain.

Initially, your most important responsibility is to determine the pain level throughout your organization that is caused by not having an appropriate IT help desk or customer service call tracking application. Perhaps your company does not have an application, or the application you are using is not providing all the benefits that you desire.

It is critical to understand the pain points from the perspective of senior leaders such the CIO/ IT Director or VP/Director of Customer Service.

There are generally the four main sources of pain points for check signers:

  • Lack of granular KPIs/metrics/reporting
  • Check signers need to know, "Who Should I Reward, Warn or Terminate?"
  • Labor intensiveness is painful
  • Large annual support and maintenance fees are painful

Click "Download White Paper" to read more about how to determine if Check Signers have significant pain.

Download White Paper

Webinar-Avoid Mistakes When Purchasing an IT Help Desk

CIOs & IT Directors - Senior IT Leaders Webinar Series


As a CIO/IT Director, are you and your team prepared to engage with IT help desk software or cloud computing vendors to make a new purchase or upgrade?

Do you know the right questions to ask to quickly draw distinctions between vendors and identify strengths/weaknesses?

Would you like a head start on documenting your feature requirements?

At this Webinar, you will learn to:

  • Avoid mistakes that even the most experienced CIOs/IT Directors make that cost a lot of time and money
  • Negotiate a better license agreement for your company
  • Lead the vendor qualification process with expertise and confidence
  • Effectively coach your team on how to shortlist the right group of IT help desk vendors for a rigorous vetting process

Attend this Webinar and receive a complimentary series of White Papers with 40 tough questions to ask vendors and a Needs Assessment Excel tool to help document your requirements.

This complimentary and informative Webinar is hosted by Giva, Inc. and CDC Global Services (NASDAQ: CDCS).

Register now by clicking on a session time:

Wed, Mar 30, 2011 11:00 AM - 11:45 AM EDT

Wed, Apr 6, 2011 11:00 AM - 11:45 AM EDT

Wed, Apr 13, 2011 11:00 AM - 11:45 AM EDT

Law Firm Replaces FrontRange HEAT with Giva Cloud

Business Case to Replace FrontRange HEAT


A top 100 law firm was looking to significantly lower costs and increase attorney satisfaction with the IT help desk. Giva assisted the firm in highlighting pain points that check signers were living with because they did not know of a superior solution at a lower cost. Giva assisted this law firm in building a business case to replace FrontRange HEAT. After Giva helped highlight check signer pain, a 30-day production pilot was approved, and thereafter, the firm purchased the cloud-based Giva Service Management Suiteâ„¢ to replace FrontRange HEAT.

It is critical to understand the pain points from the perspective of check signers such as the Executive Director/COO/ CIO/ IT Director. In over a decade of experience engaging with customers, Giva has found that there must be strong, deep and very significant pain that check signers feel in order to motivate them to sign a check for a new IT help desk application purchase.

Summary of Business Results with Giva

  • Check signers can now access to real-time KPIs/Metrics/Reports, Dashboards and "Broadcasts" with an easy-to-use interface
  • "Report Guru" is no longer required. Any IT person can access the reports they need.
  • Annual cost for Giva is significantly less than FrontRange HEAT
  • Eliminated a production server, a test environment, and expensive database licenses
  • Significantly reduced ongoing hard dollar and soft labor costs for "care and feeding" of FrontRange HEAT
  • Knowledge base and FAQ increased first call resolution and was also exposed to the attorneys/staff for self-help
  • Giva access anytime, anywhere in the world with just a web browser. No client software required.
  • IT infrastructure changes are now funneled through a formal approval cycle
  • IT infrastructure changes are now highly visibility across IT departments
  • Attorneys/staff can view "Broadcasts" of major outages
  • Outside service vendors are tracked with respond and resolve service level agreements (SLAs)
  • Single call tracking system with independent service desks for each service departments: IT, Library, Conflicts, Facilities, Copy Center, etc.
  • After 9 months, a knowledge base increased first call resolution from 60% to 82%
  • After 12 months, attorney satisfaction increase from 3.1 to 4.3, or approximately a 38% increase.
  • After 6 months, since IT change requests now required approval, coordination and documentation, infrastructure outages decreased by 29% without purchasing any new hardware or software

Click "Download White Paper" to read more about how a Top 100 Law Firm replaced FrontRange HEAT with Giva Cloud Computing.

Download White Paper

70% Decrease in Labor Costs by Tracking IT Changes with Giva

Read about Software-as-a-Service (SaaS) ITIL Change Management in the cloud and how it is changing the software industry. This is a case study of a customer using Giva eChangeManager to lower labor and auditing costs and increase IT infrastructure uptime

Westway Group, Inc. (NASDAQ: WWAY) is a leading provider of bulk liquid storage throughout North America and Europe. Westway operates an extensive global network of 54 operating facilities providing 348 million gallons of storage capacity and produces 1.7 million tons of liquid feed supplements annually. Giva eChangeManagerâ„¢ was deployed to address the company's need for a change management application easily accessible from anywhere in the world and that was Information Technology Infrastructure Library (ITIL) compliant.


  • 70% decrease in labor costs by tracking IT changes with Giva
  • 80% decrease in IT auditing costs estimated for next year's public accounting firm audit
  • Significantly increased IT infrastructure uptime
  • Real-time Trend Reports, Dashboards, Charts, and Metrics, which enable visibility of all global Requests for Change
  • An affordable and easy to customize solution that is ITIL and Sarbanes-Oxley (SOXs) compliant
  • 100% uptime using Giva's cloud computing Software-as-a-Service (SaaS) eChangeManager


"When comparing all of our IT vendors, Giva's commitment and passion in maintaining its products and providing excellent customer service is "best in class" and clearly distinguished above the rest of our vendors."

Peter Griffiths, IT Director


Read case study on Software-as-a-Service (SaaS) Change Management in the Cloud

Cloud Data Centers-Are They SAS 70 Certified?

Giva's data centers are SAS 70 certified. Is your SaaS IT help desk or customer service vendor?

SAS 70 (the Statement on Auditing Standards No. 70) defines the standards an auditor must employ in order to assess the contracted internal controls of a service organization. Service organizations, such as hosted data centers, insurance claims processors and credit processing companies, provide outsourcing services that affect the operation of the contracting enterprise. The SAS 70 was developed by the American Institute of Certified Public Accountants (AICPA) as a simplification of a set of criteria for auditing standards originally defined in 1988.

Under SAS 70, auditor reports are classified as either Type I or Type II. In a Type I report, the auditor evaluates the efforts of a service organization at the time of audit to prevent accounting inconsistencies, errors and misrepresentation. The auditor also evaluates the likelihood that those efforts will produce the desired future results. A Type II report includes the same information as that contained in a Type I report; in addition, the auditor attempts to determine the effectiveness of agreed-on controls since their implementation. Type II reports also incorporate data compiled during a specific time period, usually a minimum of six months.

SAS 70 reports are commissioned at the request of either a service organization (the company) or the user organization (customers). It is in the service organization's best interests to provide consistent service auditor's reports. Positive independent reports build a customer's trust and confidence in the service organization and satisfy any concerns. Furthermore, Type II reports identify any operational areas that need improvement. A lack of current reports, on the other hand, may generate multiple audit requests from the user organization and these audits can be costly for the service organization.


Click for more information on Giva's SAS 70 certified data centers

Gaining Acceptance of Knowledge Management


We are talking about how to start your organization down the path of creating a knowledge base for

You will need a knowledge base process-change management plan because you are asking people to do their jobs differently. The plan specifies how you will gain acceptance of knowledge management within the organization. Let us say you are a service desk manager and you measure your employees by call handling time and number of cases closed. Now you are going to be asking them to use knowledgebase on every call they take, every e-mail they answer, and so you are asking them to change the way they earn their living on a day-to-day basis. You are going to also ask them to share their knowledge through creating knowledge records. If you do not also make changes to their performance reviews and compensation, then there will be friction because you're asking them to do one thing but you are judging them by another set of rules. As part of the overall plan you need to update job descriptions, feedback sessions and performance reviews to reflect the new workflow. Neglecting to make these changes is likely to create friction.


See for Screen shots and Report examples.

See for a White Paper on Knowledge Base ROI.

Is Knowledge Management For Your Organization?


Knowledge Management is a discipline

Many people think knowledge management is just software but it is much more than that; knowledge management is a discipline.

Knowledge Management is a discipline that takes a comprehensive, systematic approach to the information assets of an organization by identifying, capturing, collecting, organizing, indexing, storing, integrating, retrieving and sharing them. Such assets include (a) the explicit knowledge such as databases, documents, environmental knowledge, policies, procedures and organizational culture; and (b) the tacit knowledge of its employees, their expertise and their practical work experience. It strives to make the collective knowledge information and experience of the organization available to individual employees for their use and to motivate them to contribute their knowledge to the collective assets.


See for Screen shots and Report examples.

See for a White Paper on Knowledge Base ROI.

What Are Challenges of Implementing Knowledge Bases?

What are the Challenges of Knowledge base?

  • Getting employees on board
  • Not allowing technology to dictate KM
  • Having a specific business goal
  • Realizing that KM is not static and constantly needs care
  • Knowing that not all information is knowledge

Knowledge Management is not a technology. It is a methodology.

See for Screen shots and Report examples.

See for a White Paper on Knowledge Base ROI.


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