We support about 15,000 employees/contractors across 50 locations of a 500 bed safety net healthcare system. Our organization has been a Giva customer for more than 11 years, and it has performed very effectively. Implementation was straightforward and efficient, ongoing maintenance has been minimal, and the platform has helped our Service Desk operate more efficiently. Following the transition, we reduced handling time by an average of 50 seconds per Service Desk call, which is significant given our annual volume of more than 100,000 calls. Giva’s reporting capabilities are robust and user-friendly. In addition, the Giva team has been highly responsive; when we requested scheduled reporting, they delivered a solution that eliminated the labor previously required to produce our 84 monthly reports. Staff that has been hired from other organizations comment on how much better Giva is than other Service Management tools they have utilized, including ServiceNow. Giva has also been a valuable partner in supporting our ITIL practices, particularly in Change Management. Finally, the Giva team has played an important role in helping our IS team—and teams across EVS, HR, Legal, Reporting, and Campus Transformation—streamline workflows. Our IS team is approaching its 1.5 millionth ticket. Review collected by and hosted on G2.com.
Although “dislike” is not quite the right term, we would welcome some the additional of workflow functionality within the tool. Giva is working on this and they launch new releases about once a month. Review collected by and hosted on G2.com.