Features - Giva's People & AI-Powered IT Service Management (ITSM) Software
IT Service Management (ITSM) Features For Professional and Enterprise Suite
Rapid Onboarding & Expert Support for Immediate Success
- Free setup assistance during 30-day trial and beyond, guided by USA-based product experts
- Extensive training resources (video tutorials, self-paced tours, quick start guides, FAQs) to boost agent readiness
- Award-winning 24/7 USA-based technical support for ongoing assistance
- Intuitive design for minimal training costs and quick start-up
- No coding, programming, or consultants required, simplifying setup and use
- All modules are highly integrated so easy to start with one and then scale up
Streamlined ITIL Aligned ITSM for Faster Resolutions
- 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
- AI powered Copilot Knowledge Management: Leverage solutions & provide employee self-service
- Change 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
- Multiple Service Desks and email inboxes for a scalable, organization-wide solution
- Information Technology Infrastructure Library (ITIL®) compliant out-of-the-box
- Quick Resolutions leverage pre-existing solutions for faster responses
- Tsunami Incidents group related cases for easy simultaneous updates
- AI powered Incident/Problem summaries and customer tone/grammar friendly text rewriting
- High-performance search engine for quick access to solutions
- Parent/Child workflow for onboarding and project management
- Auto-close rules and workflow automation save agents' time on repetitive tasks
- Severity Levels ensure high-priority issues get prompt attention
- Service Level Agreements maintain consistent response and resolution times
- Scheduled Tasks automate recurring incidents for proactive management
- Macros, Quick Incidents, and keyboard shortcuts expedite ticket creation, updates, and closures
- Custom Incident forms allow capturing specific fields unique to your needs
- 32-field default profile or custom profile for comprehensive data capture
- Routing and action rules automate Incident creation from emails including attachments/images
- CC Customers & Assignees to send notifications to multiple people or groups
- Broadcast and marquee messages to rapidly communicate important information
AI-Powered Self-Service & Knowledgebase for 24/7 Problem Solving
- Knowledgebase AI Copilot for guided end user self-service
- End User Self-Service Portal with AI-curated answers to common questions
- Self-Service Knowledgebase Form (no login required) for direct access to information
- APIs for easy integration with web forms and automation, enhancing self-service options
Performance Analytics for Insights with Immediate improvements
- Customer Satisfaction Surveys and Success Center
- Real-time customer satisfaction reporting and KPIs via dashboards, full color charts, and graphs for insights
- Easy Three Click Reporting Analytics™ to simplify data analysis
- Real-time dashboards with customizable widgets to fit specific agent and management needs
- Track time worked by teams, departments, service groups, and individuals for precise accountability
Flexible Access & Custom Branding for Consistent End User Experience
- Mobile access via iOS & Android HTML5 HIPAA Compliant applications
- Access Giva anywhere — mobile, tablet, and desktop
- Custom branding with your organization’s logo for a unified look and feel
- Customizable dashboards tailored for each agent’s specific requirements
Comprehensive Security & Compliance for Trustworthy Data Protection
- HIPAA compliance to prevent cyberattacks, data breaches, and malware
- SSAE 18 SCO II Type 2 certification and other security audits for robust security
- Business Associates Agreement (BAA) for full HIPAA-compliance
- Multi-factor Authentication (MFA) for enhanced security
- Daily data backup and continuous transaction logging ensures data availability and recovery readiness
- Download your daily data backup at no additional cost
- Temporary notes for storing sensitive information: automatically or manually deleted and never tracked
Efficient Integration & Automation for Connected, Scalable Operations
- LDAP Sync Tool for quick Active Directory integration, requiring no coding
- Single Sign-On (SSO) with SAML support for Microsoft Azure/ADFS, Google Apps, and Okta, and other platforms
- REST API for smooth connection with external databases and data sources
- Batch import with Excel for rapid data onboarding and setup
- APIs for seamless integration with web forms and automated ticket creation (additional cost)
- Redirect Service Endpoint API enables integrations with 3rd-party applications like telephony (additional cost)
Monthly Product Enhancements for Continuous Value
- New Giva product releases every 3 weeks, providing a continuous flow of new features
- Highly integrated suite modules that scale as your needs grow
- 100% cloud-based, only a standard web browser required for easy deployment
