Why Our Safety Net Hospital Chose Giva Over ServiceNow, And Why We'd Do It Again After 11 Years
Use Cases and Deployment Scope
We are one of the larger nonprofit safety net healthcare systems in the country, supporting about 15,000 employees and contractors across 50 locations with approximately 500 beds. Our IS department manages more than 100,000 service desk calls annually, so we needed a platform that could handle high volume while remaining HIPAA compliant and manageable without a large dedicated administrative team.
We evaluated ServiceNow and several other vendors. ServiceNow is a powerful platform, but the cost was high and the implementation timeline was projected in many months. Giva was about $1 million less expensive, delivered approximately 80% of the functionality we needed, and could be implemented far more quickly. For a safety net organization operating under real budget constraints, those economics made the decision clear. Giva has been our ITSM platform for more than 11 years, and we remain very happy with the choice.
We evaluated ServiceNow and several other vendors. ServiceNow is a powerful platform, but the cost was high and the implementation timeline was projected in many months. Giva was about $1 million less expensive, delivered approximately 80% of the functionality we needed, and could be implemented far more quickly. For a safety net organization operating under real budget constraints, those economics made the decision clear. Giva has been our ITSM platform for more than 11 years, and we remain very happy with the choice.
Pros
- Enhanced Workflow
- Simple to set up
- Ease of use
Cons
- We are trying to set up automated emails, currently they are sent manually at the onset and conclusion of each RFC
Return on Investment
- Our Change Management process has been streamlined and well defined.
- Across our IT support teams, everyone is well-versed in our processes. New staff members learn quickly because the workflow is intuitive.
- Well-functioning Change Management leads to fewer Major Incidents, and that has been our experience.