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San Jacinto Community College Upgrades HEAT Software to Giva's ITIL Service Management Suite

Giva Press Release - December 24, 2015

San Jacinto Community College replaces HEAT Software™ with Giva's ITIL help desk software software, resulting in a 75% reduction in time-to-deploy and the reduction of a combined FTE position, allowing them to repurpose their resources and funding for other strategic purposes.

ITIL Help Desk Software Dashboard
ITIL Help Desk Software Dashboard

Sunnyvale, CA December 24, 2015 - For San Jacinto Community College, it was crucial that they have the ability to service all of the IT needs of the college using a tool that will help them achieve their goals. They had been using FrontRange's HEAT Software product for several years and needed to upgrade their system. They took this opportunity to review other vendors who could provide them with a cloud based help desk ticketing system that leverages the ITIL/ITSM Service Desk framework. Also, protection of their data in accordance with FERPA was high on the list of priorities, along with great customer service and ease of use. They were working on leveraging the ITIL / ITSM framework for IT support standards and needed to capture information that would meet their Service Level Agreements (SLAs) so they would provide timely resolution for their students and colleagues.

Their development team is becoming more Agile, a development methodology that is an iterative process that allows the offering of continuous improvement to the product and release smaller updates to meet the needs of the customer, which means enhancements are delivered to users more quickly. For San Jacinto, the other vendors they vetted were not developing their product improvements as quickly, and with FrontRange HEAT Software, new releases could take a long time to implement and needed a lot of testing, sometimes causing configuration issues as backward compatibility with the old versions was not always successfully delivered.

"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," said Suzanne DeBlanc, Director Enterprise Services, San Jacinto Community College.

"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," said Suzanne DeBlanc, Director Enterprise Services, San Jacinto Community College. "We also reviewed the Gartner Magic Quadrantâ„¢. 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. [Click to download the case study.]

"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.

"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 utilizing this application more regularly than any other team in IT.

"We reviewed TeamDynamix® ITSM, ManageEngine® ServiceDesk Plus™, iSupport® Help Desk Solutions™, Wendia® IT Service Management™, EasyVista® IT Service Manager™, BMC® FootPrints™, Cherwell® Service Management Software™, and® & BMC® RemedyForce™. We also looked at the newest version of HEAT Software. We felt Giva stood out from the pack and provided us the features and flexibility to configure and deploy easily."

About Giva:

Founded in 1999, Giva was among the first to provide a suite of help desk and customer service/call center applications architected for the cloud. Now, with hundreds of customer driven releases, the Giva Service Management™ Suite delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training. Giva's robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership. Giva is a private company headquartered in Sunnyvale, California serving delighted customers worldwide.

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MetroHealth System Logo
  • 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
  • Saved 1 week per month due to easy to use reports
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use