Giva Blog Categories : Insights For CIOs & IT Directors

How to Evaluate Your Legal Practice's Need for Cloud-Based Law Firm Software

Cloud Computing for Lawyers; Why Migrate Your Law Firm

Photo Attribution: SOMKID THONGDEE/Shutterstock.com

Cloud computing is best understood as software or service that can be accessed and utilized over an internet connection, and mobile apps where available. Cloud software is now in use across a wide spectrum of industries. Whether it be for security, productivity, cost-efficiency, or something else, the cloud has a lot to offer organizations, with little downside in return.

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Machine-Learning is Leading the Self-Improving Help Desk: Case-Based Reasoning (CBR) Systems

Case Based Reasoning Help Desk AI

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In the AI-driven era, customer service has evolved to be more efficient and self-learning. AI systems help companies in a variety of ways including improving customer satisfaction ratings, reducing operational costs, and increasing revenue. AI has many other advantages for customer service that human agents cannot compete with — it is always available, 24/7 and never gets tired or distracted. One of the leading AI systems in this area is CBR Systems' machine learning help desk system.

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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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How to Share Electronic Health Record (EHR) Information Securely When Working in the Cloud

How to Share EHR Information Securely When Working in the Cloud

Photo Attribution: TarikVision/Shutterstock.com

When patients see their doctors, it is not uncommon for them to be referred to a specialist to better address concerns. For the specialist to assist a new patient, electronic health record (EHR) information must be exchanged between the referring practitioner and the new one. This can be risky considering the threat of EHR security breaches during the exchange process. In addition, in the United States, healthcare practitioners must only exchange EHR information using approved transfer methods outlined by the Health Insurance Portability and Accountability Act (HIPAA). Failure to do so can result in steep fines for EHR and HIPAA violations.

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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

Photo Attribution: Griboedov/Shutterstock.com

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

Photo Attribution: Rvector/Shutterstock.com

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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Top Tips for Creating a Cybersecurity Budget in Healthcare

Top Tips for Creating a Cybersecurity Budget in Healthcare

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The healthcare industry will forever be the target of cyberattacks due to the array of information included in the healthcare record.

With this in mind, the need for cybersecurity is not going away. It is becoming a more predominant focal point in the industry, as you will see shortly. If your organization is struggling to justify the financial cost of adding cybersecurity to yearly budgets, consider asking yourself the following questions:

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  • Saved at least 1 FTE due to lower ongoing administration
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  • 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
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