We have been able to increase IT productivity over 70%. With Giva, we are saving a lot of time with report preparation and analysis. Throughout my career using a number of other IT service desk systems, I used to spend approximately 8 hours per week configuring, customising, running and printing reports to manage the IT service desk. With Giva, I spend only 30 minutes per week and the quality of the metric information is 80% better. This is an excellent business result. The Giva reports are already built and configured, and I can use intelligent filters to quickly modify them to get exactly the kind of information that I need. In one simple step, I can save a report, share it with anybody, download it to an Excel/PFD, and email it all in just seconds. We can also easily save and share many versions of the same report template using our own unique names.
We have been able to increase the customer satisfaction of our attorneys and staff by 70% with Giva. We are using the Giva default customer satisfaction survey which was very easy to set-up and we get a high response rate. The responses get immediately integrated into a few reports and also into the service request. Our attorneys and staff are rating IT with an overall 4.9 out of a possible 5 points.
We have been able to decrease the number of service requests that remain open from day-to-day by 75%. The dashboard SLA warnings have helped us achieve this result. No issues fall through the cracks anymore. There is a much higher sense of ownership of service requests among the IT staff since we now have so many new metrics to monitor individual and group performance.
As the Chief Technology Officer, I do not prepare reports. This is done by my Manager of Technology Service Operations. However, I could easily use the Giva system and run reports if I needed to on an ad hoc basis. This capability is important to me in case I get a call from a senior partner or need to get some information quickly before a meeting. I even use the Giva knowledge base and find it very intuitive.
When we have to manage a major site outage, the Giva Tsunami Ticket™ and the related report are very useful. The report allows us to determine how many people were affected and provides trends information so we can better understand the impact of major outages on the firm.
With Giva, we have increased meeting our service level agreements by 70%. With the dashboard, we can take an eyeball glance while at our PCs or using iPads when in meetings throughout the day to see if SLAs are close to breaching. We can easily be alerted before the breach which enables us to take timely action to actually prevent the breach. We are an extremely busy IT service desk working simultaneously on dozens of high severity level issues. Like any IT service desk, we have limited resources. Giva helps our team to be extraordinarily more productive by focusing us on the most urgent issues at the right time.
The Giva dashboard provides a great visual way to quickly get an overall sense of the status of service level agreements. We can see which service requests need attention right away. For example, there are red, yellow and green "dot" icons on the dashboard associated with each service request. Each dot is slowly incremented from a full green dot to a full red dot based upon the resolve SLA; the increments are 100%, 75%, 50%, and 25%. The increments are based on dividing the resolve SLA by 9 (i.e. 4 green, 1 yellow and 4 red increments.). A full green dot means generally that there is a lot of "run way" before the SLA will breach. A 50% red dot means that the SLA has been breached, but the service request is not as much overdue as a 100% red dot. This is a radically simple, but an extraordinarily elegant way of quickly giving us direction of where to focus. This is an invaluable benefit of Giva that requires just a quick glance. We have used other systems that required mental calculations and manual intervention to get at the heart of the matter. Giva is orders of magnitude better and it helps my team know exactly where to focus with little effort.