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Service Desk Software
Giva eServiceDesk
The rapid pace of business means that all parts of your organization must be responsive to requests for service — from Finance, Facilities, and Human Resources to Operations, Payroll, and even the Copy Center. To help you maintain your competitive edge across your entire organization, you need an integrated service request tracking and reporting system — an "operating system" for your customer-driven organization.
With Giva eServiceDesk™, you can implement multiple, independent service desks that share a single employee or customer database. All your service organizations can manage their operations independently with the same application which can be uniquely customized for needs of each department.
Giva eServiceDesk™ is the most powerful and at the same time the most easy-to-use service desk application.
Software-as-a-Service (SaaS) |
Powerful
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Easy-to-Use
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Benefits
Giva eServiceDesk™ is a 100 percent Web-native service desk solution that:
- Increases first-call resolution by building a knowledge base that captures lessons learned from previous requests
- Reduces average call length by automating ticket population, streamlining routine tasks, providing trouble-shooting tools on a single screen, and maintaining parent/child requests for high call volume incidents
- Enhances customer satisfaction by speeding problem resolution and providing consistent, fast answers
- Boosts customer satisfaction by providing 24 x7 self-service Web portal access for submitting, updating, and monitoring service requests
- Boosts SLA compliance by automating notifications based on escalation business rules
- Decreases request resolution times by rapidly routing requests to the appropriate service professional
- Minimizes the number of escalated requests by tracking problem response and resolution status verses established standards
- Helps decrease call volume and identify opportunities for business process improvement by providing root cause analysis tools
- Helps improve service desk efficiency by defining and enforcing standard service management business processes
- Increases employee productivity by providing automated workflow and escalation
- Speeds business decisions by delivering accurate, real-time reports
- Optimizes staffing levels by providing trend reports
- Helps ensure Sarbanes-Oxley compliance and reduces business risk by providing complete audit trails
Features
Giva eServiceDesk features:
- Multiple, independent service desks with single employee/customer database
- Service level agreements
- Automatic escalation rules engine
- Customizable fields, screens, and options
- Automatic reminder of questions to ask, scripts, and standard operating procedures
- Natural language, Boolean, and keyword search engines
- Automated email-to-service request creation
- Parent/child service requests for high volume incidents
- More than 70 pre-defined, customizable reports
- Customer satisfaction surveys
- Self-service Web portal
- Seamless integration with Giva eKnowledgeManager™, Giva eHelpDesk™, and Giva eCustomerService™
Why Giva?
Giva eServiceDesk delivers more than just a powerful, easy-to-use service desk software solution. Built on a world-class infrastructure, it offers:
- One-week deployment
- Best-in-class usability
- Three editions to meet your needs
- Deployment with either the hosted Giva On Demand Software™ option or local installation
One-Week Deployment
With easy set-up and configuration without programming, you can be up and running on Giva eServiceDesk quickly. In fact, existing Giva customers have deployed Giva eServiceDesk 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 service 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 eServiceDesk 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 eServiceDesk with only a single one-hour training session.
Three Editions to Meet Your Needs
Giva eServiceDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class service desk software solutions, and each includes a combination of powerful service 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 or Locally Installed Deployment
As a true Web-native solution, Giva eServiceDesk is available either with the Giva On Demand Software option hosted by Verizon Business or locally installed on your infrastructure.
While some organizations prefer installing and running applications internally, the Giva On Demand Software option gives you an alternative – with this hosted service dersk software solution, you can immediately access services built on a world-class infrastructure and delivered via the Internet.
With the Giva On Demand Software option, Giva eServiceDesk 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 eServiceDesk over the Internet and get right to work.
Editions
Giva eServiceDesk is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class service desk software solutions, and each includes a combination of powerful service management 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) | 15 | 25 | Unlimited |
| Employee limit (all other employees that open/access tickets and search for knowledge) | 5,000 | 10,000 | Unlimited |
| Customizable fields, screens, options and rules engines |  |
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| Each service desk is an independent set of service request descriptions, severity levels, Service Level Agreements, configuration issues, etc. | |
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| Parent/child service requests to manage cross-functional customer issues | |
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| Parent/child templates to automate any business process | |
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| Quick tickets | |
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| Quick customer history | |
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| Automatic escalation rules engine | |
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| Key word and Boolean search engine | |
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| Automated email-to-ticket creation | |
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| Automatic reminder of questions to ask | |
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| Service Level Agreements | |
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| More than 70 customizable and pre-defined reports | |
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| Shared whiteboard | |
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| Broadcast messages | |
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| Customer satisfaction surveys | |
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| Project management tools and reports | |
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| 100% Web native – no client or server software required | |
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| Perform initial set-up and configuration in days. Default settings and quick start process. | |
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| Notifies users and customers via pager, email, cell phone, and PDA | |
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| Self-service Web portal for employees or customers to open and search service requests | Optional | |
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| Seamless integration with your Intranet or Internet site. Style sheet customization. | Optional | |
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| Parent ticket for high volume projects | Optional | |
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| Seamless integration with Giva eKnowledgeManager™ knowledgebase software | Optional | Optional | |
| API integration with document management applications, Active Directory, LDAP, and SQL | Optional | Optional | |
| Capability to dynamically convert over 300 different file types to Adobe Acrobat® PDF files | Optional | Optional | Optional |
| Advanced customization tools to create customized Web forms using dynamic HTML | Optional | Optional | Optional |
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