Help Desk Application Setup
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Service Request Fields
Hosted Help Desk Software Setup Severity Levels/SLAs
Set Up Urgency Ratings and Service Level Agreements
Purpose: Configure various Severity Levels that correspond to your Service Level Agreement with your customers.
Define Severity Levels. A Severity Level is an urgency rating given to each service request. For example, it might be based upon the number of customers impacted by this incident. It is then used to set the priorities with which service requests are managed. Along with the Severity Level are the corresponding response and resolution goals for that Severity Level. Even if the SLAs are not announced to your customers, but simply used to set goals by the Service Desk and other Service Groups, they will dramatically improve the quality and level of service provided to your customers. Severity levels and their associated response and resolution times are an important foundation of Giva's system.
Service Level Agreements
Set when Creating a Service Request: When using the system and you select the severity level, a pop-up window displays requesting either 1) the date and time is is due, or 2) how long you before it is due (15 minutes, 1 hour, etc.) This becomes the response and resolve date/times.
Pre-set Time (Respond & Resolve): When using the system and you select a severity level, the system automatically sets both the response and resolve date/times according to pre-set times indicated in this section.
Escalation Notification Frequency (Respond & Resolve): Here is where you set the notification frequency time either in days, hours or minutes. For example, for your highest severity, you might want to send a respond notification out every few minutes because it is important that someone "owns" the service request. A balance must always be met between alerting and overwhelming.
Hint: When setting up service groups, you have the option to set up an escalation path. The path and the notification frequency work together. For example, the first notification goes to the first person designated on the path, the second notification to the second person, etc.
|Measurement||Definition||Time Begins||Time Ends|
|Time to Respond||The time when a service person is to acknowledge ownership of the service request by putting their name in the Assignee field. Create Date + Service Level Time to Respond interval.||When service request created.||When the "Update" or "Update and Modify" button is clicked on the service request.|
|Time to Respond-Recurring Notification Interval||This is the amount of time that will pass in between each time that a notification will be sent that the time to respond has been exceeded. This is an escalation scheme that is set up for each Service Group.||When service request created.||When the Assignee field is completed.|
|Time to Resolve||The time when the service request status should = CLOSED. Create Date + Service Level Time to Resolve interval||When service request created.||When the Status is changed to CLOSED|
|Time to Resolve-Recurring Notification Interval||This is the amount of time that will pass in between each time that a notification will be sent that the time to resolve has been exceeded. This is an escalation scheme that is set up for each Service Group.||When service request created.||When the Status is changed to CLOSED|
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