Giva Replaced BMC Track-It! / Giva is Better than BMC FootPrints, FreshDesk, ZenDesk
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.
Reasons for choosing Giva
I don't have to spend a lot of time generating reports, because everything's pretty much already built and ready to run. I think I've only ever really spent an hour to build something new. Giva covers 98% of our reporting needs out-of-box. I've reduced the amount of time spent on reporting by about 70% to 80% as compared to using BMC Track-It! Giva reporting helps me with annual reviews for my team. The easy to obtain objective metrics have helped me put incentives in place.
Reasons for switching to Giva
I've been with my current department for six years and with the County for 22 years. When I arrived, they were using BMC Track-It! I didn't think it was the right product, so I began searching for options. I looked at FreshDesk, ZenDesk, BMC FootPrints and some others. I selected Giva and around the same time another County department decided to use BMC Footprints and now they have buyer’s remorse. A person from that department who oversaw the FootPrints deployment came over to my organization. She is well trained in ITIL processes and took to Giva instantly and said that it was so much easier to learn and use. We’ve had such a great experience at the County with Giva, so we recommended it to other departments. BMC Track-It! help desk app was so complicated I could not delegate the ticket dispatching responsibility but using Giva I have delegated this responsibility to one of my senior techs. This helped increase my personal productivity by about 40%.