Suzanne DeBlanc: It is crucial that we have the ability to service all of the IT needs of the college using a tool that will help us achieve our goals. We have been using Ivanti ITSM Help Desk product for several years and needed to upgrade our system. We took this opportunity to review other vendors who could provide us with a cloud based help desk ticketing system that leverages the ITIL/ITSM Service Desk framework. Naturally, we discovered there is a plethora of IT Service Desk solutions available. Our needs were typical for a public higher education environment. Protection of our data in accordance with FERPA was high on the list of priorities, along with great customer service and ease of use. We are working on leveraging the ITIL / ITSM framework for IT support standards and needed to capture information that would meet our Service Level Agreements (SLAs) so we would provide timely resolution for our students and colleagues.
During our review and selection phase, we discovered many help desk ticketing systems that met several of our goals. We began to hone in on those tools that were cost-effective for the college, very secure, scalable and modular, easy to deploy, provided efficient and friendly customer service and easy vendor collaboration.
We also reviewed the Gartner Magic Quadrant™. We were surprised that the Giva Service Management Suite was not listed on this document given that the product is more feature rich and flexible than some included in the list. Giva's HIPAA compliance also intrigued us as there are so many data breaches we read about every day. As an educational institution, we have to be in compliance with Family Educational Rights and Privacy Act (FERPA) regulations governing the handling of student information and privacy. It is nice to know that Giva has the added security of HIPAA compliance in the cloud and that they have a strong focus on hospitals and healthcare so we get the benefit of that additional security at no extra cost.
One of the things we really like about Giva's help desk software is that it is very modular and we can start with one module and roll out others as we have the time. With some other products, modules cannot be deployed incrementally and, as a result, require much more time, effort and money to get started. We are deploying the incident and problem management modules in the first phase of our implementation. We are already exploring the ITIL change management software and the CMDB modules so we can properly capture and approve change requests in a better manner than sending spreadsheets around to the team.
Giva's help desk ticketing system is very flexible and there are a lot of options to achieve different workflows and notifications. Giva was very willing to listen to our short and long term objectives and what we were trying to achieve. Giva is open to working with us in a collaborative manner to make sure all of our requirements are met eventually in future releases.
We love the look and feel of Giva. Our evaluation team was comprised of several IT teams including Tier 1 help desk support, Tier 1 campus support, Tier 2 desktop support and IT management. Quite frankly, the opinion of the Tier 1/Tier 2 teams carried the most weight in our decision because these folks would be utilising this application more regularly than any other team in IT.
As a service organisation, we are keenly interested in measuring our Service Level Agreement (SLA) response to all of our requests. We have configured and customised Giva with our detailed SLA model and escalation matrix to inform our support teams if SLAs are not met in a timely manner.