What I like best about Giva is its ability to enforce structured, consistent workflows in a compliant environment. It works well as a system of record, allowing our team to document interactions in a standardized way with clear ownership and auditability. This has been especially valuable for ensuring data consistency across users and supporting repeatable processes as we scale. The ticket-based model is intuitive for frontline teams and helps maintain discipline in how work is captured and tracked.

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.

PACE Review of Giva AI capability Using Giva's AI text rewriting capability has significantly improved our help desk communication by making interactions more empathetic and customer friendly. The AI consistently rewrites our responses in a tone that is both professional and warm, which has helped us build better relationships. This helps our team save time in that we can quickly write terse statements with all the facts and then Giva’s AI capability does the rewriting until we are happy with the content and tone of the response. This feature has increased customer satisfaction by making our customers feel genuinely cared for by my team. Overall, Giva's AI text rewriting has become an invaluable tool in enhancing the quality of our customer service.