Deploying Giva was very simple and straightforward. I found answers for most of my questions without even needing to speak to Giva. It’s just simple to learn, set-up and use. The video tutorial library is excellent. It’s like an Apple product; simple, elegant, and straight forward, but at the same time very powerful. The Giva system is just a lot smoother, and easier to find what I'm looking for when making changes to user accounts. Giva has saved me and my colleagues a lot of time and made us more productive.We did the LDAP integration that Giva offers, so all moves, adds and changes are automated. It only took me about a day or two. The documentation was excellent. We also set-up the Giva SSO integration with Microsoft Office 365, so nobody needs a username and password to access Giva.We set up about a dozen scheduled tasks and really like this feature. We can open tickets in the future by scheduling them in a template with a lot of specificity. Giva technical support is excellent. When we do need to reach out for support, the response is typically very quick. The documentation and the videos really helped us get up and running very quickly. On a scale of 1 to 10 with 10 being the highest our experience with Giva has been a nine. I would highly recommend Giva to my IT colleagues in the industry.

I work for a healthcare nonprofit organization. We are an IT team that supports approximately 550 end users spread across 35 locations which adds complexity. We set up three service desks in Giva which are independent instances so that IT, Facilities and Human Resources each have their own application space to work in. Each service desk is uniquely configured and customized for the department.Using Giva, we've been able to achieve much more engagement with our end users. We cut down other inefficient methods of communication with the IT department. We’ve been able to funnel people’s requests into the Giva ticketing system and now we do a much better job tracking issues and tickets. The email-to-ticket conversion works great, and it really helps increase our productivity. We’ve also been able to significantly increase the satisfaction of our end users with Giva.We like that Giva is all cloud based as it’s a huge benefit to eliminate local servers and infrastructure, and we don’t have to worry about security. There’s no day-to-day required maintenance such as database performance tuning, etc. Upgrades happen about every three weeks and are completely transparent to us. We just log in and see the new features and functions. Giva is HIPAA compliant, and we signed a BAA, so we know that our PHI data is secure.

There is nothing that we feel is missing today.

The help desk team has been able to identify where additional end user training is required and they’re able to work through help desk tickets much more quickly. Previously, they were using BMC Track-It! and Giva is an enormous improvement in so many ways. With Giva, it is easier to create and track tickets, focus on VIPs, and automate workflows. They love Giva! It's very simple and easy to use. I don't think I can say that enough. In my department, using Giva, we have increased customer satisfaction by 50% because nothing is getting missed. We can respond faster and none of the requests ever fall through the cracks. My productivity has increased about 30%, because of the dashboard where I can see everything in one place and delegate tasks quickly. Giva helps us prioritize requests, and we can easily manage tasks that have to be done immediately and others that are long term projects. Giva tech support has been exceptional. The turnaround times are very fast. The SLA says 2 or 3 days, but they often answer my question within hours, so I am very happy about that.

Overall, I rate Giva an eight or nine on a scale of 1 to 10. They are an exceptional company! I work at a large law firm and manage the library/knowledge management department. We receive a steady flow of requests to do research. We’ve been using Giva for two years in three other departments as well: Information Technology, Facilities, and eDiscovery. Our IT Director did the research and selected Giva. The IT help desk team was busy, so I did the initial set-up for the 3 different service desks. It was very easy to get up and running. I've been through other software deployments, and they have been very painful. I love Giva’s step-by-step administration. We could start with the basic features and then do customizations as needed. The interface is very friendly and simple to use. I've never experienced an easier application to deploy. Giva people were also there anytime we needed assistance. We did LDAP and SSO integrations and they went smoothly.

There are not any aspects of Giva that we don't like right now. They keep on releasing new features almost every month.

Overall, it helps ease and improve work process and issue management to increase functionality and resolve issues faster.

I can submit a ticket and it's severity level with a description so IT can funnel it to get fixed to the proper channels. It keeps communication between the entire team rather than one person working on the issue, and it eliminates duplicative work and patterns.

I can't see if/when someone else on my team issues a ticket that may be similar to something I am going to.

Because it is so intuitive, the self-help portal is used about 80% of the time to open issues and emails are sent approximately 20%. By integrating with Giva’s Single Sign On (SSO) function, our end users do not need username and password to login, so it's easy for them to quickly access. We have increased our customer satisfaction rating to 4.5 out of 5 from 2.0 out of 5 so that is over a 100% increase in customer satisfaction which is an amazing accomplishment. We used to have so many end user complaints, but now with Giva we are delivering exceptional customer satisfaction. The senior executive committee has seen the turn around and they're very pleased. The reporting analytics allows us to easily measure our respond and resolve times (i.e. SLA performance) as well as so many other key metrics. I only spend 1 hour or less each month to do all my report analytics for management, but with other products it use to take me about 4 hours. Now, I also have higher quality information. This is a tremendous savings and really helps increase my productivity.

I am the head of IT & ISEC at a company that develops, constructs, owns, and manages a portfolio of industrial, office and retail real estate property throughout the country of Mexico. Our portfolio consists of 236 industrial and 17 retail properties located in 20 cities in Mexico with approximately 3.2 million square meters of leasable area. We are a publicly traded company. Using Giva IT ticketing system, we have achieved outstanding business results. We now resolve our IT help tickets 60% to 70% faster because it’s easy to use and provides tools to help speed resolution. We now meet our service level agreements (SLAs) 95% of the time, but before Giva only 70% of the time. The Dashboards provide a real broad scope of what is happening with each ticket. We can quickly speak with department directors to get the proper people involved. My team’s productivity has also increased by approximately 50%. Giva helped us eliminate a lot of manual processes and gave us excellent tools and features to automate. We have been populating the knowledge base as we go to leverage solutions. The custom forms associated with each category helps us capture additional specific information for each request.

My team does not have any feedback or complaints.

We use Giva macros to quickly open tickets and we're also using scheduled tasks to automatically open up tickets in the future. I've got fewer people now than I've had in the last two years, and ticket volume is not decreasing. However, we can open and close tickets much faster because Giva has a much better ITIL service desk ticketing tool than BMC Track-It!. We're using the knowledge base and having excellent results. We're looking forward to using the change management module. Giva has a slick SLA configuration feature that helps us better manage SLA performance. When a ticket is reassigned the SLA clock can be fully reset to the beginning. This helped us increase SLA compliance by over 30%. The Giva Technical Support organization has been very helpful. Generally, every time I've had an issue, it's been resolved quickly.

My team supports 1800 County employees and contract providers. Using Giva, we lowered our five-year total cost of ownership (TCO) by over 50% versus an on premise solution. We have three independent service desks configured in Giva to maximize our productivity and focus. Our agents have increased their productivity by approximately 30% over the last 18 months using Giva. Giva is easy to configure; it very straight forward. When I'm bringing new technicians onto my team the training time is minimal and the video tutorials are great. The customer satisfaction survey keeps my IT team aligned with our end users. If I see a trend going in one direction or another I can immediately step-in and remedy the situation before it's too late. If a survey rating is below a threshold, then I automatically receive an email warning. This has helped us increase customer satisfaction by 40%. The Giva ticket is well organized. You can quickly see the most recent tickets and if the end user is having the same problem or may have called before. The reports help us understand if there are training issues with end users so we can flag this. I like the mandatory fields for opening and closing tickets. In our old system, a lot of tickets were incomplete. Anytime I want to add new field, I can do it in 30 seconds in the Giva administration. Ticket searches are 100% faster than our old product.

No features missing. Giva has a ton of bells and whistles. About 1 new release per month.