IT Policies

Giva Case Study: Sills Cummis & Gross

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Executive Summary

Founded in 1971, the law firm of Sills Cummis & Gross has established an outstanding global reputation. Sills Cummis & Gross wanted to implement Service Level Agreements (SLAs) so that they could set user expectations by establishing defined service request response times and service request resolution times. They also wanted to measure themselves against objective metrics to determine if they were meeting the help desk service goals. The Giva Service Management Suite including Giva eHelpDesk, eKnowledgeManager and eAssetManager were deployed to address the company's internal IT help desk, knowledge management, and asset management software application needs.

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