Giva Blog Categories : Outsourced IT Help Desk

What Are Benefits of a Knowledge Base for IT Helpdesk?

Unfortunately, there is no universal definition of knowledge management (KM), just as there is no agreement as to what constitutes knowledge in the first place. For this reason, it is best to think of KM in the broadest context. KM is the process through which organizations generate value from their intellectual and knowledge-based assets. Most often, generating value from such assets involves sharing them among employees, departments and even with other companies in an effort to create best practices. KM is not technology. It is a process. IT often facilitates KM.

What benefits can companies expect from KM?

Some benefits of KM correlate directly to bottom-line savings, while others are more difficult to quantify. In today's information-driven economy, companies uncover the most opportunities — and ultimately derive the most value — from intellectual rather than physical assets. To get the most value from a company's intellectual assets, KM practitioners maintain that knowledge must be shared and serve as the foundation for collaboration. Yet, better collaboration is not an end in itself. Consequently, an effective KM program should help a company do one or more of the following:

+ Foster innovation by encouraging the free flow of ideas

+ Improve customer service by streamlining response time

+ Boost revenues by getting products and services to market faster

+ Enhance employee retention rates by recognizing the value of employees' knowledge and rewarding them for it

+ Streamline operations and reduce costs by eliminating redundant or unnecessary processes

These are just some relevant examples. A creative approach to KM can result in improved efficiency, higher productivity and increased revenues in practically any business function.

See for Screen shots and Report examples.

See for a White Paper on Knowledge Base ROI.

Measuring Customer Service Representitives Objectively


Who should I reward, who should I warn and who should I terminate?


C level executives focus on leverage points to make changes or influence that have a high payback for every unit of effort and time. Said another way..they want a big bang for buck of their efforts so they look for high leverage activities that have a big impact.

If you run an internal IT help desk….for example, a law firm or a hospital or other technology driven entity..…you have significant influence on the productivity of other internal people that the company pays a lot of money to show up every day and produce and generate revenue.…that's a leverage point.

If you run a customer service operation ….you have a lot of influence whether customers will buy more products/services…it's a leverage point. Anybody your company lets talk to customers is the face of the company and in a very influential position. Sure sales people generate revenue but customer service folks keep the customers coming back with their checkbooks….or not coming back.

C levels want well-oiled machines…and they know that the only way to achieve this is to have the absolute most talented employees.  The best and brightest leaders are fair and decent people. They want to reward, warn and terminate using objective data (i.e. metrics), but they rarely get it because it's often too hard to get this kind of information quickly from call tracking systems.

See examples of the kind of information that you can use to reward, warn and terminate:

IT Help Desk Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)

Customer Service/Call Center Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)

Are Metrics and Key Performance Indicators (KPIs) Important?

Metrics and Key Performance Indicators (KPIs) are important for CIOs and VPs of Customer Service because:


1. Measure Performance- Team and individual.

2. Benchmarking against Industry for continuous improvement.

3. Financial…for budgeting and pay/incentive plans. Need to understand workloads…Add and subtract headcount and technology expenses. Tie your contribution to revenue as much as possible.

4. Marketing..With 17% unemployment (don't believe government numbers), you have to show your company that you're smart, competent and deserve your paycheck every 2 weeks! Keep your resources…make a business case to get more resources…no better way than with metrics…objective data will rule many decisions made in today economic environment.


See more at:

IT Help Desk Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)


Customer Service/Call Center Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)

IT Service Desk Visual Reporting Tools

Giva® announces the industry's first visual reporting tools for Information Technology Help Desk/Service Desks. Real-time reports with high volumes of complex data sets can be generated within seconds, allowing managers to instantly identify emerging trends and patterns to facilitate better and faster decision making. Most of the real-time visual reports run in ten seconds or less with visual representation of data and drill-down capability.

"Giva's new visual reporting tools have allowed us to reduce the amount of time we spend running daily, weekly and monthly reports by approximately 35%", said Steven Marks, Chief Information Officer, Sills Cummis & Gross, a top 200 law firm. "This translates directly into lower labor costs and higher quality information. We can see our IT service metrics more visually and with detailed granularity."

The new reporting tools feature full color, high contrast charts and graphs that allow for more graphically driven data presentation to better understand relationships between all the call data. Metrics, business analytics and key performance indicators (KPIs) are now displayed with more graphs and charts and allow CIOs, IT directors and IT help desk managers to better identify emerging problems, issues, trends and patterns so that systemic changes can be made. Giva's visual reporting tools are available for all of Giva's ITIL compliant modules including IT help desk, problem management, incident management, knowledge base, asset management, IT change management and software license compliance.

This release significantly benefits law firms, hospitals, healthcare organizations and professional service firms which like to focus on increasing first contact resolution, increasing customer satisfaction, decreasing call volume with root cause analysis and exceeding service level agreements (SLAs). Giva's visual reporting tools make identifying trends and patterns easier and quicker and with less time building, running and reviewing reports. CIOs and IT leaders can also finally measure differences in performance between individuals and teams with data driven objectivity to know who to reward, who to warn and who to terminate.

"Reporting and dashboards are significant Giva differentiators and areas in which Giva will continue to provide industry innovation", said Ron Avignone, founder of Giva, Inc. "This new release continues to set us apart and further establishes Giva as an ITIL compliant IT help desk, knowledge base, change management and asset management industry leader".

Learn more by taking a tour of Giva's IT help desk reports, charts and graphs or sign-up for a no obligation 30 day trial of Giva.

About Giva:
Giva is an award winning provider of SaaS (Software-as-a-Service) Web-based ITIL Help Desk, Customer Service/Call Center and Service Desk cloud based computing services. Giva's visual reporting tools, management dashboards and intuitive design, make it very powerful and at the same time very easy-to use. Customizations are all point and click (i.e no programming necessary) and along with the cost and quick deployment advantages of SaaS, the result is a dramatically lower total cost of ownership when compared to other products that require programmers and trained consultants. Giva is a private company headquartered in Santa Clara, California serving delighted customers worldwide.

About Sills Cummis & Gross:
Founded in 1971, Sills Cummis & Gross has established an outstanding global reputation. Our growth has been made possible by a large national client roster and an ever-expanding list of international corporations. The Firm was featured in Chambers USA Guide to America's Leading Lawyers for Business which ranked the Real Estate, Bankruptcy and Health Care practices first in New Jersey and the Corporate, Litigation, and Employment and Labor practices in the top three in the State in the 2010 edition.

On a national level, our lawyers represent companies from Fortune 500 to emerging growth. On an international level, we are frequently called upon and have been focusing on cross-border transactions with non-U.S. companies doing business in the U.S.

How to Select the Best Outsourced IT Help Desk Partner

Giva® announces a webinar series on how to select the best IT service desk/help desk outsourcer. This webinar will help attendees build a Request for Proposal (RFP) and avoid mistakes that even the most experienced CIOs/IT Directors make when selecting an IT outsourcing partner. The webinar will be held on Oct. 21, 2010 at 11 a.m. EDT and Nov. 18, 2010 at 11 a.m. EST.

CDC Global Services, a Gold Certified Microsoft partner with more than 20 years of experience deploying Microsoft applications, is co-hosting the webinar.

"It's difficult to draw distinctions between IT service vendors unless you ask the right questions at the beginning of an outsourcing relationship," said Todd Stuchlik, director of managed services of CDC Global Services. "It's also difficult to get started in the requirements gathering process to build an RFP with just a blank slate."

Many organizations that are considering outsourcing are already understaffed and over burdened with IT projects. This complimentary webinar will help attendees quantify the economic benefits and costs of IT service/help desk outsourcing. Attendees will also learn how to lead the vendor qualification process with expertise and negotiate the best IT service/help desk outsourcing agreement for their company.

"Effectively coaching your IT team on how to shortlist the right service desk/help desk outsourcers for a rigorous vetting process is not familiar to many CIOs/IT Directors since it's not done on a routine basis," said Ron Avignone, founder of Giva, Inc.

Click on IT Service Desk/Help Desk Outsourcing to register for this complimentary 45 minute webinar or download the White Paper.


About Giva:
Giva is an award winning provider of SaaS (Software-as-a-Service) Web-based ITIL Help Desk and Customer Service/Call Center cloud based computing services. Visual reporting, management dashboards and an intuitive design, make the Giva Service Management™ Suite very powerful and at the same time very easy-to use. Customizations are all point and click (i.e no programming necessary) so the result is a dramatically lower total cost of ownership when compared to other products that require programmers and trained consultants. Giva is a private company headquartered in Santa Clara, California and serves customers worldwide. Learn more by taking a tour of Giva's IT Help Desk Reports and Customer Service/Call Center Reports or sign up for a no obligation 30 day trial of Giva.


About CDC Global Services:
CDC Global Services provides IT consulting services, including platform-specific services for Microsoft and SAP, as well as project management, staff augmentation, managed-help desk solutions and a full range of business process outsourcing offerings. It can also provide hardware for data collection and RFID, through partnerships with some of the industry's most formidable vendors. CDC Global Services embraces a customer-first approach being able to draw upon a wide range of expert resources to address each customer's unique business needs, while keeping their best interest as a top priority. CDC Global Services customers benefit from streamlined vendor management and the ability to control project costs, while being able to access the right IT resources through a singular point of contact.


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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