Case Study: The MetroHealth System achieves a 60% reduction in 5-year TCO with Giva

Metrohealth - Customer Case Study

MetroHealth System, a $900M public health system in Cleveland with a 700‑bed medical center and about 6,600 employees, was struggling with an aging HEAT help‑desk platform that required heavy customization, dedicated administration and frequent broken functionality after upgrades. The tool lacked robust change, release and asset management, imposed high labor costs (about one FTE) and didn’t meet MetroHealth’s need for a HIPAA‑compliant, cloud‑managed service they could extend across departments on a limited budget.

MetroHealth replaced HEAT with the HIPAA‑compliant Giva Service Management Suite, rolling out change, incident, problem, asset and knowledgebase modules, integrating with Active Directory and adopting Giva’s HTML5 mobile app. The move delivered faster deployment (50% quicker), about a 60% reduction in five‑year TCO, at least one FTE saved, reporting time reduced from a week to hours per month, seamless three‑week releases with 100% backward compatibility, and an expected ~70% productivity gain for field techs, plus the ability to create separate departmental and confidential service‑desk instances.

The MetroHealth System

Mike Norman

Senior Manager, Data Center Operations