IT Service Management (ITSM) Software in the Cloud
Launched in 1999, Giva consistently earns 4.9 out of 5 stars from independent customer reviews of our intuitive cloud ITSM solution.
Find out why Giva is among the top ITSM software solutions. Speak to one of our relationship managers today, or take a self-guided tour. Giva offers a 30-day free ITSM software trial, so you can get hands-on experience.
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 practices including ITIL v4. ITIL is a best-practice framework or set of best practices 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 color 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 practices including ITIL v4. ITIL is a best-practice framework or set of best practices 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 color 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 organizations to manage and track service requests, incidents, problems, and changes within their IT infrastructure. Essentially, it’s a tool used by IT organizations to resolve internal employee requests and issues efficiently. ITSM ticketing systems also help organizations 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 centralized 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 practices" 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, utilization & prevent audits.
Continual Improvement:
Tools to achieve incremental and breakthrough improvements.
Service Catalog
Empower employees with self-service, knowledge & FAQs.
Giva's Customer Satisfaction Surveys / Success Center
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 customizable 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 organization
- 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 Center: 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 customizable 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 organization
- 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 Center: 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 center 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 Catalog 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
Customize Giva for any department or subsidiary organization 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.
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/customize 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 labor 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 organizations
- 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 labor 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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