Giva Blog Categories : Outsourced IT Help Desk

Information Technology (IT) Industry Analysis & Overview

Information Technology Industsry Analysis Overview

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Today, you would be hard-pressed to find an industry that does not rely on technology, whether directly or indirectly. From healthcare to retail and everything in-between technology is used to gather, share, monitor, and create.

Though similar technologies appear across different industries, they often serve alternative purposes. Similarly, however, technology is designed to streamline day-to-day processes. Although, some may argue that it has complicated things further!

Are you interested about the role of IT across industries? Get ready for 'IT education' as we explore various components of tech uptake across the information technology sector.

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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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What is IT as a Service (ITaaS): Evaluating the Benefits and Risks, and Top IT Service Companies

ITaaS IT as a Service

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Organizations of all sizes have traditionally had in-house IT staff, or at least an employee or two, who could figure out tech-related issues when they arise. Duties of in-house IT staff also include procuring new technology and maintaining existing infrastructure. In recent times, there has been a shift away from this traditional approach thanks to the onset of cloud technology, which has fundamentally changed IT. Organizations who have adopted this technology now find that in-house IT has become redundant, or at least less significant since most or all data management is occurring offsite via external cloud vendors. Organizations may elect to keep in-house IT teams to support business partners in tech and rectify small-scale issues among employees; however, IT as a service is becoming a more popular solution for modern organizations.

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Top 10 Disputes to Address in Your Business Process Outsourcing (BPO) SLA

Business Process Outsourcing (BPO) Service Level Agreement (SLA)

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What is BPO: Business Process Outsourcing?

BPO stands for Business Process Outsourcing and is the contracting of services to third-party companies that can provide them more inexpensively or better than your company. Businesses outsource their work for many reasons but are most commonly looking to decrease costs, expand capabilities or lessen risks. Some common outsourcing services include Customer Service/Call Center/Helpdesk, Client Management, Human Resources, and even Accounting. Third-party providers offer these solutions using cost-efficient approaches. This article will focus on Call Center providers, although many of the points can apply to other types of outsourced services as well.

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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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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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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% increase in meeting service level agreements
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