IT Service Management (ITSM) Software in the Cloud
Amplify your value, not your effort.
Giva orchestrates IT harmony for all & is your trusted guide. Full ITIL® compliance, or just some — either way we make it easy.
Intuitive IT Service Management Dashboard
IT Service Management Incident Creation, Simplified
Easy, Robust, Real-Time Reports
Quick Setup
Why Giva for Your IT Service Management Software?
Giva follows the latest industry-leading ITIL® best practises including ITIL v4. ITIL is a best-practise framework or set of best practises that guide ITSM.
Giva allows you to start quickly with Service Desk Management and then move to: Service Level Management, Incident Management, Problem Management, Knowledge Management, Change Enablement/Management, etc. Giva has an intuitive design: Low training costs & start-up time. No coding, programming or consultants required.
You'll be up and running in days, and your IT Service Management team can be trained in hours on our intuitive and friendly interface. Giva provides video tutorials, self paced tours, quick start guides & FAQs.
Our reports and dashboards are not only visually appealing, but they're easy to understand. Giva has the best real-time custom reporting & KPIs: Full colour charts & graphs. You can create, save, share and schedule delivery of standard & custom reports.
Internet connections make everything vulnerable to cyberattacks, data breaches, malware, etc. We use strong encryption and HIPAA-compliant hardened and secure infrastructure to protect your PHI and other private data. Giva also has a SSAE 18 SCO II Type 2 certification, and we support native Multi-factor Authentication (MFA).
Our web-based IT Service Management programs eliminate the need for software downloads, installations and hardware configurations. 100% cloud based; only a standard web browser is required.
Giva follows the latest industry-leading ITIL® best practises including ITIL v4. ITIL is a best-practise framework or set of best practises that guide ITSM.
Giva allows you to start quickly with Service Desk Management and then move to: Service Level Management, Incident Management, Problem Management, Knowledge Management, Change Enablement/Management, etc. Giva has an intuitive design: Low training costs & start-up time. No coding, programming or consultants required.
You'll be up and running in days, and your IT Service Management team can be trained in hours on our intuitive and friendly interface. Giva provides video tutorials, self paced tours, quick start guides & FAQs.
Our reports and dashboards are not only visually appealing, but they're easy to understand. Giva has the best real-time custom reporting & KPIs: Full colour charts & graphs. You can create, save, share and schedule delivery of standard & custom reports.
Internet connections make everything vulnerable to cyberattacks, data breaches, malware, etc. We use strong encryption and HIPAA-compliant hardened and secure infrastructure to protect your PHI and other private data. Giva also has a SSAE 18 SCO II Type 2 certification, and we support native Multi-factor Authentication (MFA).
Our web-based IT Service Management programs eliminate the need for software downloads, installations and hardware configurations. 100% cloud based; only a standard web browser is required.
View our pricing plans with a list of all the features included.
What is an ITSM Ticketing System?
An ITSM (Information Technology Service Management) ticketing system is a tool used by IT organisations to manage and track service requests, incidents, problems, and changes within their IT infrastructure. Essentially, it’s a tool used by IT organisations to resolve internal employee requests and issues efficiently. ITSM ticketing systems also help organisations to maintain service levels, manage their resources effectively, and ensure compliance with industry regulations.
ITSM ticketing systems and tools have several features such as automated routing and escalation of tickets, real-time reporting, and tracking of service levels. They also offer self-service portals where customers can submit tickets and track their status, reducing the workload of the IT team. Moreover, ITSM ticketing tools integrate with other IT management tools such as monitoring systems, asset management tools, and knowledge bases, providing a holistic view of the IT infrastructure. ITSM ticketing tools enable IT organizations to manage their service delivery effectively, ensuring high customer satisfaction and improving the overall efficiency of the IT operations.
ITSM ticketing systems and tools play a critical role in managing IT service desk operations effectively. They provide a centralised platform for IT teams to manage service requests and incidents, ensuring high customer satisfaction and improving the overall efficiency of IT operations.
Videos of Giva's IT Service Management Application
Giva's IT Service Management (ITSM) Suite
Service Desk Management
Get started in just hours with out-of-the-box industry "best practises" and ITIL default options.
Service Level Management
Target respond/resolve times to measure goals & deliver consistent service.
Incident Management
Macros, Quick Incidents, copy/duplicate & keyboard shortcuts to rapidly create, update & close incidents.
Problem Management
Tools to assist in determining root causes & prevent recurrence.
Knowledge Management
Leverage solutions & provide employee self-service.
Change Enablement/Management
Decrease change related failures & increase productivity.
Configuration Management (CMDB)
Hardware Asset Management: Standard/custom assets & templates.
Software License Management
Manage license costs, utilisation & prevent audits.
Continual Improvement:
Tools to achieve incremental and breakthrough improvements.
Service Catalogue
Empower employees with self-service, knowledge & FAQs.
Giva's Customer Satisfaction Surveys / Success Centre
Capture feedback on a continuous basis to measure customer pulse.
Information Technology Infrastructure Library (ITIL)
Compliant out-of-the box.
Giva's Web-Based IT Service Management Software: Problems & Solutions
Problem
Giva Solves It
- Create & reuse knowledge with our IT Service Management system
- Rapidly update & close incidents with Macros, Quick Incidents, copy/duplicate Incidents & keyboard shortcuts
- Quick Resolutions leverage key solutions already created
Giva Solves It
- Real-time dashboards with a large widget library
- Highly customisable dashboard for each agent with Giva's ITSM solution
- Easy Three Click Reporting Analytics™ right out-of-the-box
- Broadcast and marquee messages rapidly communicate warnings & critical information
Giva Solves It
- Advanced workflow rules increase productivity of the IT service desk organisation
- All modules are highly integrated: Start with one & then scale up
- Scheduled Tasks create recurring service requests in the future
- Tsunami Incidents group major events for simultaneous updating
Giva Solves It
- Severity Levels: Urgency ratings keep focus on the top priorities
- Routing and action rules convert emails into service requests including attachments & embedded images
- High performance search engine increases productivity with Giva's ITSM system
Giva Solves It
- Service Level Agreements: Target respond/resolve times measure goals & deliver consistent service
- Auto close rules & workflows
- Custom incident and service request forms capture additional necessary fields
- CC Customers & Assignees: Send notifications to multiple people
- Parent/Child service requests for long term projects
Giva Solves It
- Giva's Customer Satisfaction Surveys / Success Centre: Capture feedback on a continuous basis to measure customer pulse
- Custom or standard surveys with out-of-the-box reports ready to use
- Team Efficiency, Improvement & Productivity Reports
Giva Solves It
- Create & reuse knowledge with our IT Service Management system
- Rapidly update & close incidents with Macros, Quick Incidents, copy/duplicate Incidents & keyboard shortcuts
- Quick Resolutions leverage key solutions already created
- Real-time dashboards with a large widget library
- Highly customisable dashboard for each agent with Giva's ITSM solution
- Easy Three Click Reporting Analytics™ right out-of-the-box
- Broadcast and marquee messages rapidly communicate warnings & critical information
- Advanced workflow rules increase productivity of the IT service desk organisation
- All modules are highly integrated: Start with one & then scale up
- Scheduled Tasks create recurring service requests in the future
- Tsunami Incidents group major events for simultaneous updating
- Severity Levels: Urgency ratings keep focus on the top priorities
- Routing and action rules convert emails into service requests including attachments & embedded images
- High performance search engine increases productivity with Giva's ITSM system
- Service Level Agreements: Target respond/resolve times measure goals & deliver consistent service
- Auto close rules & workflows
- Custom incident and service request forms capture additional necessary fields
- CC Customers & Assignees: Send notifications to multiple people
- Parent/Child service requests for long term projects
- Giva's Customer Satisfaction Surveys / Success Centre: Capture feedback on a continuous basis to measure customer pulse
- Custom or standard surveys with out-of-the-box reports ready to use
- Team Efficiency, Improvement & Productivity Reports
Rich, Visual IT Service Management Dashboard
The best ITSM service desk platform with real-time monitoring of every customer request, so nothing slips through the cracks. No excuses.
Online IT Service Management Reports and Dashboard Examples
Giva Online ITSM Software is HIPAA/HITECH Compliant for Maximum Security
Whether you're in the healthcare industry or not, HIPAA-level security and compliance matters. You want a ITSM platform that meets or exceeds the U.S. government's highest standards for protecting your customers' privacy and personal information.
Security-first approach
We perform regular vulnerability scanning and assessments, log management, anomaly detection and forensic analysis on our full suite of ITSM solutions.
HIPAA/HITECH compliance simplified
Giva's ITSM software meets the strictest compliance requirements of the Health Insurance Portability and Accountability Act (HIPAA) and the HITECH Act.
Multi-tier encryption
Giva's HIPAA-compliant data encryption ensures all protected health information (PHI), electronic health and medical records are secure.
HIPAA-compliant backups
Daily and weekly backups enable quick data restoration from encrypted backups when needed.
Multi-level PHI and EHR encryption
Giva's hosted IT Service Management solutions use a multi-tiered security strategy to protect personal records.
Third-party audits
All Giva's data centre infrastructure and processes are validated against a rigorous set of controls by third-party CPA auditors.
Complete transparency
Giva's provides an annual SSAE 18 SOC 2 Type 2 compliance report.
Cloud-Based IT Service Management Dashboard & Features
Giva's IT Service Management systems significantly lower operational costs, increase agents' productivity, and improve end user satisfaction.
Service Catalogue self-service portal
Provide end users round-the-clock access to resources, so they can resolve their own issues before contacting your agents.
Knowledge Management
Stop reinventing the wheel with a searchable knowledge base. Leverage valuable service desk resolutions previously created to resolve similar tickets.
Multiple IT service desk instances/configurations
Customise Giva for any department or subsidiary organisation and deliver real-time agent and team analytics to help improve performance.
Tsunami Incidents™
Giva's ITSM tool links related tickets, especially during emergency events. The Red, Yellow, Green Warning System keeps focus on the top priorities.
Automate and schedule tasks and service request workflows
Automatically open service requests on a scheduled and recurring basis. Automate escalation and closure of incidents and service requests.
Customer Testimonials
"Selecting Giva was an excellent choice for Santé Health Systems. Compared with FrontRange HEAT, Giva is more intuitive, easier and faster to customise, more functional, and has outstanding reports and dashboards."
Juan Carlo Muro
IT Director
Santé Health Systems
"Giva has implemented their workflows, grids, charts and other monitoring tools in an intuitive, slick and simple way, similar to the Apple Computer iPhone and iPad user interface design."
Ken Adams
Chief Information Officer
Miles & Stockbridge P.C.
Becky Jones
IT Service Desk Manger
Miles & Stockbridge P.C.
"The Giva Service Management Suite and reports are consistently fast and responsive, proving that Giva has figured out how to build and scale a true cloud application delivered over the public Internet."
David Burne
IT Leader
Saint Elizabeth Health Care
"There are many significant reasons why Giva was selected over other vendors, but the biggest differentiator is that the Giva user interface is uncomplicated, uncluttered, clean and extremely easy to use."
Floyd Withrow
Chief Information Officer
Gordon & Rees LLP
"We estimate that we have been able to reduce the total cost of ownership of our IT service desk application by approximately 30% in the first year."
Neil Ferguson
Chief Technology Officer
Lewis Roca Rothgerber LLP
Stacy Bowdish
Manager of Technology Service Operations
Lewis Roca Rothgerber LLP
"Westway is very satisfied with the hosted service and benefits provided by Giva. When comparing all of our IT vendors, Giva's commitment and passion in maintaining its products and providing excellent customer service is 'best in class' and clearly distinguished above the rest of our vendors."
Peter Griffiths
IT Director
Westway Group, Inc.
"The Giva Service Management Suite is a highly reliable solution which meets the demanding and high expectations of our customers."
Jim Kline
Director of Technology Group Operations
Patient Care Technology Systems
"We've crunched the numbers. We know we are saving a lot of money using the Giva Service Management Suite versus other enterprise-class knowledge base and help desk software products."
William McDonald
CIO
Schulte Roth & Zabel LLP
Danny L. Morse
Technology Support Manager
Schulte Roth & Zabel LLP
"Giva has had a very positive impact on our business and we are exceedingly pleased with our decision to purchase Giva's Cloud Computing Software-as-a-Service (SaaS) IT help desk application."
Steven Marks
CIO
Sills Cummis & Gross P.C.
"We are very pleased with our decision to purchase Giva. We get a high level of support and dedication - in fact, they have surprised us with their very high level of responsiveness and attention. Hewlett Foundation is a very well satisfied customer."
Sally Lee
Information Services, Project Manager
The William and Flora Hewlett Foundation
"We experienced a 45% increase in the number of the calls logged using Giva as compared to FrontRange HEAT due to Giva's intuitiveness and ease of use."
Juan Carlo Muro
IT Director
Santé Health Systems
"The number of tickets that remain open from day-to-day has decreased by over 70%. Our first contact resolution has increased by 65%, which has also been assisted by Giva's helpful knowledgebase solution."
Ken Adams
Chief Information Officer
Miles & Stockbridge P.C.
Becky Jones
IT Service Desk Manger
Miles & Stockbridge P.C.
"The team was able to configure and fully customise the Giva cloud in only 10% of the time it would take to configure/install a similar customised software suite."
David Burne
IT Leader
Saint Elizabeth Health Care
"We have had an 80% increase in the number of service requests logged during evenings and weekends."
Floyd Withrow
Chief Information Officer
Gordon & Rees LLP
"Our firm was able to get up and running on Giva 75% faster than deployments we had with other well-known tools."
Neil Ferguson
Chief Technology Officer
Lewis Roca Rothgerber LLP
Stacy Bowdish
Manager of Technology Service Operations
Lewis Roca Rothgerber LLP
"Giva has enabled our team to reduce the amount of time spent on change control process by approximately 70%."
Peter Griffiths
IT Director
Westway Group, Inc.
"We found the Giva solution to be very well integrated and easy to use."
Jim Kline
Director of Technology Group Operations
Patient Care Technology Systems
"Quickly logging major problems that affect many attorneys and getting the situation escalated to the right service group that can fix the problem is a critical role of our help desk, and Giva HelpDesk streamlines this process."
William McDonald
CIO
Schulte Roth & Zabel LLP
Danny L. Morse
Technology Support Manager
Schulte Roth & Zabel LLP
Access Giva Cloud IT Service Management Anywhere — Mobile, Tablet, & Desktop
You get an intuitive experience with little training required.
Customer Success
- 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
- 60% reduction in the 5 year Total Cost of Ownership (TCO)
- Saved at least 1 FTE due to lower ongoing administration
- Increased to 90% achievement in meeting service level agreements
- 70% reduction in generating reports and admin; eliminated 35 hours/month
- 50% faster to create/assign a service request
- 80% increase in productivity by using Giva's dashboards and reports
- 60% increase in meeting service level agreements
- 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
- 90% reduction in the time required to configure/customise Giva
- 50% lower TCO over a three year period
- 40% increase in productivity of the IT service desk team by using Giva reports and dashboards
- 60% increase in IT productivity by using the dashboards and real-time reports
- 70% easier ability to open service requests due to intuitiveness
- 70% increase in IT productivity due to the self-service portal
- 80% increase in capturing off-hour calls due to anytime/anywhere access & Giva's intuitive design
- 70% increase in support management productivity using the Giva dashboard & real-time reports
- 60% increase in meeting Service Level Agreements
- 75% reduction in time to deploy Giva's incident and problem management modules
- Saved 1 FTE position due to significantly less ongoing administration/maintenance and easier to use reporting
- Significant reduction in the Total Cost of Ownership (TCO)
- 70% increase in attorney and staff customer satisfaction with IT
- 70% increase in overall IT productivity
- Eliminated 8 hours per week generating reports
- 70% cost savings when considering the total cost of ownership (TCO) over a 3 year period
- 70% increase in IT productivity in using the dashboards and real-time reports
- 65% increase in first call resolution metrics
- 70% decrease in labour costs by tracking IT changes with Giva
- 80% decrease in IT auditing costs estimated for next year's public accounting firm audit
- Significantly increased IT infrastructure uptime
- An ITIL-compliant help desk and customer service solution that helped PCTS deliver extraordinary service to mission-critical operating and emergency rooms nationwide
- Multiple service desks for its internal IT help desk and customer service organisations
- One-week deployment for a geographically dispersed workforce
- 60 percent higher ROI than competing help desk software applications
- Tools to maintain an 80 percent first call resolution rate
- An 85 percent increase in attorney satisfaction with IT support and the ability to maintain a 4.9 customers satisfaction rating from attorneys out of possible 5.0
- 35% decrease in labour hours required to generate monthly and ad hoc reports
- Significant increase in attorney satisfaction with the IT department
- Provided Trend Reports, Dashboards, Charts, and Metrics, which enabled quick action to keep attorneys productive
- Decreased average time to close service requests by 40 percent
- Increased first call resolution by 45 percent
- Increased employee satisfaction with IT, Facilities, Human Resources, and other operations departments
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