Giva Blog Categories : Insights For CIOs & IT Directors

Root Cause Analysis (RCA) and Asking the 5 'Whys'

Root Cause Analysis Asking the 5 Whys

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What's causing the recent influx of service tickets at your organization? Why are customers complaining about long wait times for a reply? Why are your customer service staff resigning regularly? Sometimes, persistent issues can be related to a product or service you offer. If you find yourself asking questions like this or fielding inquiries about faulty products with regularity, it might be time to conduct a root cause analysis. We'll dive deeper into what this process entails below, but it is important to determine problems beyond what they appear to be on the surface. 

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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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Virtual Private Network (VPN) Pros and Cons for Business

VPN Pros and Cons for Business

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Virtual Private Networks (VPNs) were already popular amongst numerous organizations and sectors before the pandemic. Now, with remote and hybrid work so widespread, companies need to be even more conscious of the way they allow employees and contractors to access files and internal systems.  You may ask "Do VPN's really work?" Continue reading to find out.

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Good vs. Great User Experience: How to Implement Intuitive UX Design Principles

Great UX Design Principles

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A recurring theme with Giva software is the ease of use, from a customer perspective, known as the User Experience (UX), as is the case with any great software solution.

Customers buy software to solve a problem, or series of problems, whether that's to increase revenue, make operations more cost effective, do their taxes, or any number of other jobs that need doing.

Transforming the user experience from good to great is no accident. The key to creating a great, intuitive UX is an intimate knowledge of the way customers/users actually use the software.

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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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What is Data Governance and Who Does It?

Data Governance

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Now more than ever, data governance is crucial to effective management and decision-making within enterprise organizations. 

Data governance is a process and set of principles whereby a company manages data availability, security, integrity, and usability within systems, software, and databases.

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Common FAQs About Storing Data in the Cloud

Common FAQs About Storing Data in the Cloud

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Intro (what is the "cloud" in data management)

Data in the cloud - it is probably a term you have heard before - but do you know what it means or its function? The cloud can be a confusing concept for those used to older technological practices like storing data on USB sticks and hard drives or printing and storing documents in a filing cabinet. While old-school forms of data management might work for you and your organization, the truth is, the world has moved on. According to data collected by Hosting Tribunal, 94% of enterprises already use a cloud service of some kind today, with that number only expected to continue growing. 

The cloud is the way of the present and the future. Storing data in the cloud is both more efficient and more secure. With so many individuals and enterprises already using some form of this technology, it is likely just a matter of time until you will need to ditch that USB stick or external hard drive for good. 

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Business Process Mapping (BPM) Explained: Purpose, Benefits, and How-To

Business Process Mapping

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An organization's business processes demonstrate its existence. Whether a company is a start-up or a worldwide corporation with several operating centers, efficient and painless business processes are essential to success. What methods do you use to understand business processes to help improve the efficiency and effectiveness of your operations? 

Enter the Business Process Map (BPM). Process mapping can aid in understanding a process from beginning to end.

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