SaaS Insights, Software, Customer Service and Help Desk Best Practices | Giva - Outsourced IT Help Desk

Proactive IT Fully Explained: What It Is, Its Benefits, and 15 Top How To's

Wed, 24 Apr 2024 11:51:00 -0000

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Many companies use some form of IT Service Management (ITSM), or have an IT department that is usually in-house or through a dedicated Managed Service Provider (MSP).

IT teams or MSPs can provide reactive or proactive IT support, or a mix of both.

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16 Exceptional Benefits of Change Management and How to Implement Key Components

Mon, 15 Apr 2024 14:25:00 -0000

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Most businesses probably realize that change is constant. The question is then, how can these changes be planned for and guided through as smoothly as possible. Well-planned change management strategies can help lower the possibility of difficulties and help bring about streamlined transitions.

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Comprehensive Guide to IT Redundancy and Why It is Essential

Tue, 02 Apr 2024 12:16:00 -0000

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Most businesses today have become critically dependent on IT systems and their availability.

Without systems to provide redundancy and backups, IT downtime could prove very expensive. Large organizations can be looking at costs of up to $1-5 million per hour in the event of system-wide outages. This doesn't include potential penalties or legal fees in case of data breach or otherwise.

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15 IT Issues CIOs Are Facing in 2024

Mon, 19 Feb 2024 10:37:00 -0000

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In 2024, Chief Information Officers, ITSM (IT Service Management) leaders, and cybersecurity chiefs are facing a range of challenges unlike any other year.

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14 Challenges in IT That Teams Are Facing in 2024

Thu, 08 Feb 2024 11:10:00 -0000

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In 2024, IT Service Management teams are facing more challenges than ever. In this article, we review the top 14 challenges in IT that many leaders and CIOs are saying they're struggling with. We also suggest what can be done to resolve these issues.

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"Fit for Use" Service Delivery Fully Explained

Mon, 29 Jan 2024 14:23:00 -0000

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In IT service delivery and other customer service initiatives, the principle of "Fit for Use" goes beyond mere functionality. It helps to assure that provided solutions not only meet predefined objectives but also align seamlessly with the needs and expectations of end-users.

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IT Organizational Charts: 11 Examples for Any Business

Thu, 18 Jan 2024 13:54:00 -0000

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Nearly every business now relies on technology, and technologies never run absolutely perfectly. Maintenance is always necessary, which can include repairs, upgrades, and security fixes. These requirements and tasks fall under the category of Information Technology (IT). And so, any organization needs to consider IT initiatives when planning their business strategies.

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10 Benefits of an AI Knowledge Base and 8 Top Providers

Thu, 11 Jan 2024 14:54:00 -0000

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A Knowledge Base is a useful asset for customer service and IT Service Management (ITSM) teams. These can be used internally or externally, in the form of self-help or self-serve solutions for customers.

However, one of the main challenges in developing and publishing a Knowledge Base has been the amount of work involved in pulling together the information required. Now, with an AI Knowledge Base, organizations can more quickly and easily create and publish a Knowledge Base and keep it updated.

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AI Knowledge Management: What It Is and Comparing 9 Top Solutions

Mon, 08 Jan 2024 11:19:00 -0000

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Almost every company can benefit from using a knowledge base. But the advent of AI technologies are taking the traditional processes of Knowledge Management to a new level of benefit for support teams and businesses

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What is AI Ticketing and 10 of Its Benefits to Customer Support Businesses

Thu, 21 Dec 2023 12:50:00 -0000

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AI ticketing is a powerful way to leverage Software-as-a-Service (SaaS) tools that incorporate AI-powered chatbots and AI-based systems to handle customer queries, resolve problems, and find answers to questions customers have.

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10 Exceptional IT Service Catalog Examples

Thu, 07 Dec 2023 13:34:00 -0000

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IT departments have many plates to juggle. Anything that can help keep them focused on their primary function of maintaining the technology environment in an organization might be welcomed. An IT Service Catalog can be such a tool.

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What is Help Desk Software Used For: From Basics to Benefits

Mon, 06 Nov 2023 11:13:00 -0000

In today's digital age, customer expectations are continually rising, demanding swift and efficient responses from businesses. Help desk software has emerged as a pivotal tool in addressing these demands. It offers high-level value by streamlining communications and enhancing customer experience. But what is help desk software truly designed for, and how can it benefit your business? In this article, we work to guide businesses in making the right choice in a world where every customer interaction counts.

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Help Desk vs Desktop Support: Comparing ITSM Delivery

Mon, 30 Oct 2023 11:39:00 -0000

When it comes to technical support, there are two main options: Help Desk and Desktop Support. These can be in-house/on site or delivered remotely via third-party cloud-based software (SaaS) solutions. There is often some confusion over the use of the terms Help Desk and Desktop Support.

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Managing an SLA Breach: A Guide to Resolution and Prevention

Mon, 25 Sep 2023 13:14:00 -0000

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Service Level Agreements (SLAs) document expectations between service providers and customers. These contracts outline standards for response and up time, and business operating hours, among others.

However, even the most well-crafted SLAs are susceptible to breaches. An SLA breach occurs when the agreed-upon services fall short of stipulated standards. It erodes trust and can result in financial penalties and damaged reputations.

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8 Actionable Help Desk Scripts: Best Practices and Examples

Mon, 18 Sep 2023 12:57:00 -0000

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IT help desk workloads and tickets are high-volume, busy, and always feel like they're getting busier.

A massive time-saver is to use help desk scripts and templates, sometimes called "canned responses", to handle ticket volumes of internal or external customer interactions faster and more efficiently.

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