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ITIL Help Desk Cloud Features & Benefits

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.


Change Management

Change Management ensures that the IT organisation uses standardized methods and techniques for efficient and prompt handling of all changes in order to prevent change-related Incidents.

The Giva change management software allows users to raise Requests for Change (RFCs) to Change Management with the information of Known Errors so that the Change and Release processes can correct the errors, improve the infrastructure, and eliminate further Incidents.

Based on industry best practises, Giva eChangeManager provides control and management of the complete lifecycle of RFCs, including:

  • Acceptance
  • Classification
  • Approval and Planning
  • Coordination
  • Evaluation

Changes in the IT infrastructure may arise reactively in response to Problems or externally imposed requirements. Changes may also arise from the desire to improve IT efficiency and effectiveness. In addition, Changes can arise from new business initiatives or from programs, projects, or service improvement initiatives.

Giva eChangeManager can help you:

  • Ensure standardized methods, processes and procedures are used for all changes
  • Facilitate efficient and prompt handling of all changes
  • Maintain the proper balance between the need for change and the potential detrimental impact of changes

The Giva change management software assists the Change Management team to approve and control changes to all Configuration Items (CIs) in the live environment. Giva eChangeManager assists the Change Management team to:

  • Accept and classify RFCs
  • Assess the impact, cost, benefit, and risk of proposed changes
  • Develop business justification and obtain approval
  • Manage and coordinate change implementation
  • Monitor and report on the implementation
  • Review and close RFCs



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