Giva Blog Categories : Outsourced IT Help Desk

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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Avoid These 11 Common Mistakes When Building a Knowledge Base

Mistakes When Building a Knowledge Base

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What is a Knowledge Base?

A Knowledge Base (KB) is a crucial part of knowledge management in any business. It is a collection of information that is organized and accessible to employees so they can find what they need on-demand. In this blog post, we will discuss the benefits of knowledge bases and how they can help improve IT management and online library services.

Benefits of Knowledge Management

The following are some primary knowledge management system benefits:

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Who Does What? How to Quickly Adopt ITIL Roles and Responsibilities

ITIL Roles & Responsibilities

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The ITIL Guru sat at his desk, looking over the latest monthly IT performance summary. Since he was the Continuous Improvement Practice advisor, he tried to make sense of it. The phone rang.

"Good morning. How may I help you?"

"Hi, Guru. I am the new CIO, Bill. I met with the executive board today. After investing in an ITSM (IT Service Management) tool and ITIL 4 Foundation training, the board is concerned that our IT performance has not significantly improved. I understand that you came to our company with a lot of ITIL experience. Do you have any insights?"

"I was reviewing the performance summary when you called. You are right, and the reports do not show a significant change. There is only one reason for such an overall result. We have not fully embraced ITIL through roles and responsibilities."

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Help Desk Metrics: KPIs for How to Measure Effectiveness and Training Opportunities

Help Desk Metrics

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The ITIL Guru sat at his desk, looking over the latest monthly help desk performance summary. Since he was the Continuous Improvement Practice advisor, he tried to make sense of it. The phone rang.

"ITIL Guru. How may I help you today?"

"Hi Guru, this is Kevin from the help desk. I wonder if you had some time to discuss my help desk monthly performances reporting?"

"Your timing is perfect, Kevin. Can you come to my office now? I have free time this afternoon."

"I am on my way."

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What is SLM? ITIL Service Level Management: Meaning, Purpose and Process

ITIL Service Level management (SLM)

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The ITIL Guru sat at his desk, looking over the latest additions in the Continuous Improvement Register (CIR). As a CIR review board member, he liked what he saw -- more IT staff contributing improvement ideas, making him feel good about the progress. The phone rings.

"ITIL Guru. How may I assist you today?"

"Hi Guru, this is Betty. I want your help. The CIO asked me to come to her office tomorrow. She wants me to take over the role of practice owner for Service Level Management (SLM). Since the previous owner did not communicate very often to IT, I don't know what the practice does or accomplishes. Can you give me your expert opinion about the role of SLM?"

"Betty, I am always happy to help explain ITIL.

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Essential Change Management Roles and Responsibilities

Change Management Roles and Responsibilities

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The ITIL Guru sat at his desk, looking over the latest additions in the Continuous Improvement Register (CIR). As a review board member, he liked what he saw. More and more IT staff contribute improvement ideas, making him feel good about the progress. The phone rang.

 "ITIL Guru. How may I assist you today?"

"This is Michael. The CIO requested that I come to her office tomorrow. She wants me to take over the role of Change Manager. Her text does not appear clear about the new Change Enablement practice. Can you help me to make a good impression?"

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What Are the 7 ITIL-Guiding Principles

7 Guiding Principle of ITIL

The IT Infrastructure Library, abbreviated as ITIL, is a library of guidelines that were first introduced by the British government's Central Computer and Telecommunications Agency (CCTA) during the 1980s that outlines a complete list of best practices to be adopted for delivering IT services. The guiding principles listed in ITIL have undergone several revisions over time after they were first introduced and currently include five books, each dealing with different aspects of IT services, with one unit of the ITIL System focusing on the 7 guiding principles.

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What is Service Integration and Management? SIAM Made Easy

Service Integration and Management (SIAM)

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What is Service Integration and Management (SIAM)?

Service Integration and Management (SIAM) is a successful outsourcing service model designed to handle multiple vendors. SIAM will help your company find new ways to improve its existing processes by leveraging more than one supplier for different aspects of business operations. The SIAM approach has been used by large organizations for many years, but it has not seen widespread adoption until recently. SIAM was created to optimize the critically-needed area of Information Technology (IT). These days, most companies rely on IT systems to run their business operations. To ensure that these systems continue functioning properly, they must have a SIAM provider who can manage all of their suppliers while also ensuring that they are using best practices when it comes to supplying IT services.

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The Complete Help Desk Technician Job Description & How To Become One

Help Desk Technician

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Help desk technician is a job that does not seem to be talked about enough. It is an essential position in any business, and it is not going anywhere anytime soon. Those in these positions often work in the IT department of an organization but can also be employed by a software company or other vendors that sell computer-related products and services to businesses.

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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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Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 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
  • 50% increase in productivity by using Giva's integrated custom forms