Sign up for a trial of the Giva Service Management Suite
Needs Analysis tool - Clarify your solution requirements
Purchasing Insights
Do check signers have significant pain?
  • Understand pain points of CIO/VP Customer Service
  • Significant pain must exist for senior management to sign a check
  • Giva White Papers will help you "listen" for pain statements
  • Tell vendors your pain. Otherwise, they will ignore you
Purchasing Insights
Are funds approved and set aside?
  • Check in with CIO or VP Customer Service
  • Don't invest time until given iron clad assurance that funds are available
  • Determine what you are already paying for application maintenance
  • Find a cloud based replacement product for less money than annual maintenance
Purchasing Insights
Learn latest IT service desk or customer service best practices.
  • Prepare to ask vendors tough questions with confidence
  • Prod and poke at lead the questioning
  • Acquire best practices fluency: first call resolution, service level agreement compliance, root cause analysis, customer satisfaction surveys, KPIs/metrics, dashboards, etc.
  • Subscribe to Giva Blog & review Giva White Papers. Join "Linked In" groups, industry associations and user groups
Purchasing Insights
What are problems with current call tracking system?
  • Hire consultants/technical experts, if necessary
  • Call vendor CEO; list of issues ready to send.
  • Proposal to fix? Cost, timeline, guarantees
  • Is fixing less expensive vs. buying a new application
Purchasing Insights
What are feature needs/requirements?
  • Obtain feedback from all stakeholders; prioritize the list
  • Use Giva's Needs Assessment Tool as a starting point
  • Check signers like a rigorous quantitative analysis
  • Share requirements openly with short list of vendors
Purchasing Insights
Ask vendors tough questions early and often.
  • Early on share complex "must have" & "deal killer" requirements to eliminate vendors
  • Ask for an estimated price quote. Is it in your budget ball park?
  • Ask for customer case studies and references
  • Poke and prod, listen carefully, get it all in writing
Purchasing Insights
What is the total cost of ownership (TCO) of all vendors?
  • Calculate TCO of all vendors for applies-to-apples comparison
  • Acquisition costs only 30% of TCO over 5 years according to Gartner Group
  • Ongoing lifetime costs vary significantly between vendors
  • Compare cloud vs. on premise hosted software licenses
Purchasing Insights
What are important license agreement terms?
  • What happens if stop paying annual maintenance?
  • Arbitration clause - inexpensive means of recourse
  • SLAs for product support & reports to measure SLA compliance
  • Termination clauses
Learn more about current help desk/customer service industry best practices

Customer Service Solutions for Telehealth Support

Telehealth and Patient Monitoring Support

Save money with Giva SaaS

Health systems, providers, vendors and health plans now use telehealth applications (live video conferencing, store-and-forward systems, remote patient monitoring and virtual medical visits) to increase quality of care, reduce costs, and increase access as well as reach. According a recent California Healthcare Foundation report, Telehealth holds considerable promise with potential to alter the medical system, particularly in remote patient monitoring ("RPM") and virtual office visits, as nurse and primary care provider shortages loom, the elderly population increases and internet and mobile broadband becomes ubiquitous.

TeleHealth Critical Success Factor –User Support Begins with the Help Service Desk

Telehealth infrastructures require high performance and reliability. It must also assure data security and be interoperable. Like EHRs, RPM or telemedicine requires support. Without support, technical assistance and training for doctors, nurses and other healthcare professionals there is little adoption and increased abandonment. The help service desk can provide technical assistance, guidance and information on best practices to support and accelerate health care provider adoption of telehealth.

Giva's Difference: Telehealth Support Model

Giva's telehealth and remote patient monitoring support model is compliant with the standards and structures used in the IT infrastructure library (ITIL) framework to maximize your return on investment of your help desk.


Click on the video below to see 2 minutes of the Giva Dashboard.

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Software-as-a-Service (SaaS)



  • Intuitive design — Learn in just one hour
  • "One Click" to create/edit tickets and find solutions
  • Learn advanced features as needed

BenefitsGiva eHelpDesk Help Desk Software

Giva eHelpDesk™ is a 100 percent Web-native, ITIL-compliant IT help desk solution that:

  • Improve workflow, increase billings & visits, patient satisfaction and decrease overhead by capturing tips and best practices that help locate where and how workflow can be streamlined to improve overall practice efficiency for telehealth.
  • Achieve adherence to best demonstrated practices by distributing best-in-class workflow practices through notifications, out-reach reminders, escalations and advanced reporting.
  • Minimize downtime during telehealth and remote patient monitoring sessions or deployments by offering proactive, highly responsive, effective and expert technical assistance enabled by the Giva help desk solution. Giva's Faster Service Cycle Time Benefits (+)
    • Reduce your call volumes and dropped calls without reducing quality of service
    • Reduce your problem calls for clinical systems
    • Increase your first-call resolution with knowledgebase and fast record retrieval time
    • Improve your availability and response time on mission critical clinical systems
    • Reduce viruses and computer infections
    • Sustain your service levels while incident volumes increase
    • Improve your user satisfaction with automated polling of results and service
    • Produce more actionable and timely reports for your stakeholders
    • Prioritize your service requests
    • Easy and fast troubleshooting for remote users from any web-connected device

  • Lower telehealth vendor support costs by improving your organization's self-service with access to Giva's knowledge management system as preferred support channel. Capture and expedite transfer from vendors to your first level of support so you control and improve provider satisfaction with improved response times.
  • Hold vendors accountable for SLA service commitments by tracking vendor SLA performance.
  • Expedite and lower the cost of project management for telehealth deployments by tracking, managing and reporting at the project and site levels for internal support calls related to projects and tasks.
  • Expedite improvement of your business processes by standardizing documentation practices in structured formats that ensure accurate capture of essential clinical workflow processes.
  • Improve time to answer for provider inquiries by enabling roles based management for alerts, reminders and escalations at multiple organizational levels, positions and individuals.
  • Gain insight and actionable information on your operational processes by integrating Giva help desk analytics, reports and dashboard results with other organizational metrics.
  • Ensure HIPAA compliance by managing control and access requests to critical systems and data and maintaining conforming with policies and procedures.
  • Helps ensure Sarbanes-Oxley compliance and reduces business risk by providing complete audit trails

IT Help Desk and The Sarbanes-Oxley Act

The Sarbanes-Oxley Act (SOX) requires that management must accept responsibility for the effectiveness of internal controls, evaluate the effectiveness using suitable control criteria, support this evaluation with sufficient evidence, and retain independent auditors to attest to these controls.

SOX directly affects IT departments since they support corporate financial systems, provide documentation of those systems, and deliver internal Help Desk support to ensure their effectiveness.

By providing a centralized record of service requests and service levels for financial systems, business applications, networks, and databases, Giva eHelpDesk helps IT departments comply with the strict Sarbanes-Oxley requirements.


Giva eHelpDesk features:

  • Captures tips and best practices for helping providers locate where workflow can be streamlined to improve overall practice efficiency.
  • Customizable web forms, including set-up for workflow documentation, encounter forms and pull-down menus.
  • Standardizes documentation practices in structured, consistent formats within a central repository to ensure accurate capture of essential clinical workflow processes.
  • Manages and updates workflow templates for telehealth such as office visits, diagnosis and referrals.
  • Supports version control ("redesign") and management of workflow templates and forms for troubleshooting use of your telehealth or remote patient monitoring systems.
  • Tracks top used workflow templates, forms used and types of request fulfillment.
  • Alerts, routs, tracks and monitors workflow requirements through advanced reporting tools.
  • Enables roles based management for alerts, reminders and escalations at multiple organizational levels, positions and individuals.
  • Captures and monitors critical implementation and usage metrics and other actionable information.
  • Tracks utilization levels for participating providers by role for various telehealth features.
  • Reports usage comparisons for any clinical workflow.
  • Evaluates level of telehealth usage by feature, department and role to determine education and staff productivity effectiveness.
  • Supports provider education, training and understanding of process changes needed to attain, and demonstrate attainment of, meaningful use requirements with Giva knowledge management.
  • Customizable dashboard and metrics identifies potential problem adoption areas as well as to provide reporting to demonstrate achievement of all aspects of meaningful use of EHRs.
  • Advanced reporting offers a complete picture of call volume and open tasks – streamlining workflow and management activities.
  • Supports implementation and project management for pilots both at the project and site levels.
  • Enables trouble shooting of problems and answering of questions at user desktop level at multiple remote locations.
  • Supports remote access to physician office desktops and view of telehealth sessions. Includes standard work collaboration tools that enable support personnel to remotely shadow each provider user's telehealth or remote patient monitoring system on desktops.
  • Enhanced ability to perform level 1 and level 2 support to provider customers without undue reliance and additional vendor SLA cost.
  • Issue and project histories can be referenced at all times to ensure that nothing is lost.
  • By providing easy access to information from the knowledgebase, FAQs, product briefs, downloads, peer service, and more, customer satisfaction and support agent productivity improves exponentially.
  • Supports HIPAA compliance documentation as well as maintenance of policies, procedures and practices.
  • Automate the management of granting, altering, and revoking customer and employee access to sensitive data systems from the point of request to the point of access.
  • Ability to customize and run reports to demonstrate HIPAA compliance.
  • Giva software-as-a-service (Saas) web-based delivery ensures rapid deployment easy installation, maintenance and administration and uninterrupted access to information - saving time, improving accuracy and speeding response times.
  • Integrated email capabilities save time and improve accuracy for all internal and external communications.
  • Intuitive and easy-to-use interface for documentation searches, entering, managing and tracking calls and projects.
  • Lower costs than competing alternatives.
  • Supports ETL functions and easily exports results and APIs integrate with other 3rd party systems, databases and CRM solutions.


The IT Infrastructure Library® (ITIL®) encompasses the following six areas:

  • Problem Management
  • Incident Management
  • Change Management
  • Configuration Management
  • Service Level Management
  • Release Management

To gain a further understanding of ITIL, download a Giva ITIL whitepaper.

Giva eHelpDesk™ specifically addresses Problem Management, Incident Management, and Service Level Management.

Problem Management

Problem Management helps ensure the stability of IT infrastructure and IT services.

By creating a Problem Record for any new kind of Incident and linking all Incidents to a Problem Record, the Giva IT help desk solution allows you to manage, control, and obtain information about the three major elements of Problem Management: problem control, error control, and proactive problem management. With the Giva IT help desk software, you can link multiple Incidents to the same Problem Record. The ultimate objective is that all Problems are linked to a Known Error.

Proactive Problem Management has two aspects. The first aspect is identifying potential Problems before they manifest as Incidents and making this information available to Incident Management. The second aspect is a continuation of the first. In this case, Problem Management identifies the Known Error and takes steps to correct it before customers call to report it.

With more than 70 pre-defined, configurable reports and root-cause analysis, Giva eHelpDesk assists IT in identifying and documenting potential Problems so they can be resolved by Problem Management.

Incident Management

Incident Management provides continuity to customers by restoring services as quickly as possible, provides accessibility of the Service Desk for all users, and ensures acceptability of its services. The focus of Incident Management is on continuity and thereby allowing customers to resume business as quickly as possible.

By providing rich text formatting of requests, with the ability to attach screen shots and files to Incident requests, Giva eHelpDesk is your one solution for tracking Incidents, responses, and resolutions. In addition, to ensure that no Incident falls through the cracks, it has an automatic escalation rules engine. Also, to ensure each Incident is handled with consistency, it has an automatic reminder of questions to ask, scripts, and standard operating procedures.

Service Level Management

Service Level Management (SLM) establishes a closely monitored agreement about the optimal level of IT service between provider and customer.

Giva eHelpDesk provides tools to assist with implementing the ITIL Service Level Management (SLM) process, which entails negotiating, defining, contracting, monitoring, and reviewing the levels of customer service. The Giva IT help desk solution also provides a business rules engine for escalation notifications to help ensure Problems and Incidents are addressed within service level agreements (SLAs). With extensive reports, Giva eHelpDesk also helps you monitor and review the actual service levels achieved against their SLA targets.

Why Giva?

Giva eHelpDesk delivers more than just a powerful, easy-to-use IT Help Desk solution. Built on a world-class infrastructure, it offers:

  • One-week deployment
  • Best-in-class usability
  • Three editions to meet your needs
  • Deployment with hosted Giva On Demand Software™

One-Week Deployment

With easy set-up and configuration without programming, you can be up and running on Giva eHelpDesk quickly. In fact, existing Giva customers have deployed Giva eHelpDesk on a worldwide basis in one week – an Internet connection and a standard Web browser are all you need. In contrast, according to Aberdeen Group, other IT help desk software solutions typically require trained experts for set-up and customization, which may take three to six months.

Best-in-Class Usability

The Giva eHelpDesk user interface is based on common Web navigation metaphors and familiar icons, drastically reducing training time. In fact, many Giva customers get up to speed on Giva eHelpDesk with only a single one-hour training session.

Three Editions to Meet Your Needs

Giva eHelpDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class solutions, and each includes a combination of powerful IT help desk features to meet the unique needs of your company.

The edition that is right for you depends on the size of your team, the application components you need, and the level of customization and integration you require.

Hosted Deployment

As a true Web-native solution, Giva eHelpDesk is available with Giva On Demand Software hosted by Verizon Business.

With the Giva On Demand Software hosted IT help desk solution, you can immediately access services built on a world-class infrastructure and delivered via the Internet, and it does not require any client software, Web or database servers, reporting applications, databases, or VPN equipment at any of your sites. Your users simply securely log in to Giva eHelpDesk over the Internet and get right to work.


Giva eHelpDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class solutions, and each includes a combination of powerful IT help desk features to meet your unique needs.

The edition that is right for you depends on the size of your team, the application components you need, and the level of customization and integration you require. To help select the right version to fulfill your specific requirements, use the following edition comparison chart.

Feature Standard Edition Professional Edition Enterprise Edition
User limit (help desk and IT employees) 5 15 Unlimited
Employee limit (all other employees that open/access tickets and search for knowledge) 1,000 2,000 Unlimited
Customizable fields, screens, options and rules engines Checkmark Checkmark Checkmark
Quick tickets Checkmark Checkmark Checkmark
Quick resolutions Checkmark Checkmark Checkmark
Quick customer history Checkmark Checkmark Checkmark
Automatic escalation rules engine Checkmark Checkmark Checkmark
Key word and Boolean search engine Checkmark Checkmark Checkmark
Automated email-to-ticket creation Checkmark Checkmark Checkmark
Automatic reminder of questions to ask Checkmark Checkmark Checkmark
Service Level Agreements Checkmark Checkmark Checkmark
More than 70 customizable and pre-defined reports Checkmark Checkmark Checkmark
Shared whiteboard Checkmark Checkmark Checkmark
Broadcast messages Checkmark Checkmark Checkmark
Customer satisfaction surveys Checkmark Checkmark Checkmark
Parent/child tickets Checkmark Checkmark Checkmark
Integration with WebEx Support Center, including remote control of another PC Checkmark Checkmark Checkmark
Project management Checkmark Checkmark Checkmark
100 percent Web native – no client or server software required Checkmark Checkmark Checkmark
Perform initial set-up and configuration in days. Default settings and quick start process. Checkmark Checkmark Checkmark
Notifies users and customers via pager, email, cell phone, and PDA Checkmark Checkmark Checkmark
Integrated asset management & software license management Optional Checkmark Checkmark
Integrated knowledge management software Optional Optional Checkmark
Natural language search engine Optional Optional Checkmark
Self-service portal Optional Optional Checkmark
Parent ticket for major high volume incidents Optional Optional Checkmark
API integration with Active Directory, LDAP, SQL, SMS and human resource systems Optional Optional Optional
Multiple independent service desks for use in other departments Optional Optional Optional
Integrated change management Optional Optional Optional
Advanced customization tools to create customized Web forms using dynamic HTML Optional Optional Optional