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Industry Resources & White Papers

Industry Best Practices

Learn about current industry best practices. Discover how to get outstanding results from your support organization. Learn new ways to supercharge your organization with insights from seasoned experts with decades of experience on the front lines.

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Giva Whitepapers

  How to Successfully Implement & the Benefits of Customer Logging of Service Requests
  Customer Service Best Practices - What Features and Functions You Should Look For in Customer Service Software
  Giva eChangeManager ITIL Compliant Workflow Approval Process and Automated Notifications
  Help Desk Best Practices - What Features and Functions You Should Look For in Help Desk Software
  Help Desk Staffing Models - Simple Analysis Can Save You Money
  How Does Your Help Desk Measure Up? - A Help Desk can cut costs and enhance productivity. Is yours meeting the mark?
  Implementing Service Level Agreements - IT Service Desk - The critical element in service delivery
  Knowledge Management Return On Investment (ROI) Overview
  Sample Service Level Agreement (SLA)
  Save Money With a Cloud Application
  Looking Beyond the Sticker Price - "What it really costs to operate a call tracking system" - Summary of Acquisition and Lifetime Costs
  Ten Ways IT Infrastructure Library® (ITIL) Can Improve Information Security
  The Value of Surveys
  Tired of the Same Old Song? Crank Up Your Help Desk ROI
  40 to 80 in No time Flat - Proven Techniques to Drive First Call Resolution
  How to Select the Best Contact Center Outsourcer & Create a Win/Win Partnership
  Considerations for Outsourcing: Service Desk - A guide to improving your Service Desk and Service Delivery performance through outsourcing
  Ten Tough Questions to Better Qualify Any Software or Cloud Vendor - Part 1
  Ten Tough Questions to Better Qualify Any Software or Cloud Vendor - Part 2
  Ten Tough Questions to Better Qualify Any Software or Cloud Vendor - Part 3
  Service Desk/Help Desk Best Practices Assessment Questions
  Webinar Key Point #1: Do Senior Leaders Have Pain Points? - IT Help Desk & Customer Service Software
  Webinar Key Point #2: Money & Budgets - Are Funds Approved for IT Help Desk & Customer Service Software?
  Webinar Key Point #3: Learn Latest Best Practices - IT Help Desk & Customer Service Software
  Webinar Key Point #4: Current Problems & Issues - IT Help Desk & Customer Service Software
  Webinar Key Point #5: Needs & Feature Requirements - IT Help Desk & Customer Service Software
  Webinar Key Point #6: Ask Vendors Key Questions - IT Help Desk & Customer Service Software
  Webinar Key Point #7: Total Cost of Ownership - IT Help Desk & Customer Service Software
  Webinar Key Point #8: Negotiating License Terms - IT Help Desk & Customer Service Software
  Top 100 Law Firm Builds a Business Case to Replace FrontRange HEAT with Giva Cloud Computing
  How to Build a Virtuous Cycle for IT Technical Support: IT Help Desk Best Practices from Schulte Roth & Zabel LLP, an Award Winning Top 100 Law Firm
  How to Leverage Metrics & KPIs to Reduce Call Volume
  2011 American Lawyer's (AM Law) Midlevel Associates Technology Survey
  2012 American Lawyer's (AM Law) Midlevel Associates Technology Survey
  2013 American Lawyer's (AM Law) Midlevel Associates Technology Survey
  Comparison of 2010-2013 Technical Support-American Lawyer Technology Survey
  Comparison of 2010-2012 Technical Support-American Lawyer Technology Survey
  First Call Resolution Calculator Excel Tool
  What Are Giva License Options? How Do They Work?
  Interview Question and Answers for Any Job Candidate
  Giva Cloud Help Desk Quick Reference Guide
  Giva Cloud Customer Service Quick Reference Guide
  Help Desk Glossary of Terms
  Giva HIPAA Compliance Documentation
  Why the Cloud is Taking Over Traditional IT Systems?
  Why Is Healthcare Data Attracting More Cyber Criminals?
  Why HIPAA Compliance Should Be Applied to Other Industries to Increase Security
  Why Encourage Negative Feedback to Make Customers "Sticky"
  Using Mobile Applications to Increase Hospital Productivity
  Reasons to Keep Change Management in a HIPAA Compliant Cloud
 
Healthcare

  Why Is Healthcare Data Attracting More Cyber Criminals?
  Using Mobile Applications to Increase Hospital Productivity
  The Digital Hospital of Tomorrow: A Reality Today
  EMR Adoption
  HIMSS HIElights
  HIT Policy Committee: Meaningful Use Workgroup Presentation
  Health Information Privacy
  The Joint Commission - Patient Safety
  Quiet Conquest - The ITIL Entrance Into American Healthcare
  Giva HIPAA Compliance Documentation
 
EHR / EMR

  RIQI EMR Adoption Guidebook
 
Patient Safety

  Presentation on Patient Safety: Achieving A New Standard for Care (Institute of Medicine Committee on Data Standards for Patient Safety November, 2003)
  WHO: Project to Develop the International Patient Safety Event Taxonomy
  The JCAHO Patient Safety Event - Taxonomy: A Standardized Terminology and Classification Schema for Near Misses and Adverse Events
  Getting it Right: Improve Patient Safety through Incident Reporting
  Patient Safety Organizations
 
Telehealth

  Delivering Care Anytime, Anywhere: Telehealth Alters the Medical Ecosystem
  Personal Telehealth Overview