December 26, 2012
Customers Using IT Service Desk Market Prefer Giva over BMC Track-It
By Frank Griffin
TMCnet Contributing Writer
The service desk is a vital tool for information technology service management. It is designed to provide service requests and handle incidents as they happen. If it is not designed properly, the smallest incident can cause disruption in the organization, resulting in many types of losses.
While service desks are essential, outsourcing it to external service providers can reduce costs, improve services and get rid of the pain in your IT department. Giva’s announcement about passing BMC Track-it in IT service desk market is a significant achievement for the company.
The service desk is a single point of contact with a communication platform between an organization and its business partners, customers and employees. Its main objective is to provide users with the help they need as soon as possible.
Giva cites the report from Gordon & Rees as one of the examples in besting BMC Track-It. Gordon & Rees has 1200 employees with 27 offices in 18 states around the country, and used BMC for six years before they changed to Giva. The organizations cited noticeable improvement over BMC which resulted in an 80-percent increase in after-hour and weekend calls, a 70-percent increase in support issue management, 60-percent increase in meeting Service Level Agreements (SLA), and 50-percent increase in calls being logged as well as other metrics that persuaded them to make the change.
“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. As CIO, Giva has been an enormous help to my user support managers, training coordinators and myself. Giva allows me to deploy and justify my staffing and resource plans with metrics, trends and reports,” said Floyd Withrow, chief information officer, Gordon & Rees.
Giva provides a suite of applications with public cloud architecture in mind. The platform they provide is customer feedback driven not only for service desk, but also ITIL help desk and customer service/call center.
The customization option gives users a flexible application with point and click interface without programming and real-time reporting.
“Our real-time reports and dashboards are a significant Giva differentiator and an area in which Giva will continue to provide radical innovation. We’ve built a highly differentiated cloud-based product that provides an extraordinary and easy to use experience. Giva’s real-time reports and dashboards can be built without any effort, and our products can be customized without any consultants,” said Ron Avignone, founder of Giva, Inc.
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Edited by Braden Becker