About Vivantio

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service. Key features include dashboards, charts and reports, routing, assignments and forms with custom fields. Vivantio also offers incident management, problem management, change management, workflow tracking and configurable ticketing. Based on need other features include help desk tools, call center elements and knowledge management. The system is compatible with Apple iOS and Windows and can be accessed from mobile devices remotely. Vivantio also offers client management, which allows users to input business logic to automatically route, assign and prioritize tickets based on location, client and more. Users can also create and manage service contracts. Vivantio offers services on an annual subscription basis. It also offers a perpetual license for a one-time fee. Support is available via phone, email and through an online knowledge base. Vivantio’s product set is comprised of four editions, Value, Vital, Velocity and Visionary, that align with a business’ immediate needs on a platform that can scale with their business: • VALUE: For those looking to centralize customer service operations and provide their teams with the tools to succeed • VITAL: Designed for growing service teams looking to improve their operations, improve efficiency and reduce costs • VELOCITY: Built to scale and meet complex service management needs across multiple teams and departments • VISIONARY: A totally flexible solution for global enterprise companies looking for white glove service Vivantio. Flexible Software. Focused Service.
Vivantio Software - CRM Management (For Customer Service Teams). For other internal service teams, this can be disabled.
Vivantio Software - Incident, Problem, Change and Service request views. The layout and fields for each ticket type are fully configurable.
Vivantio Software - Asset Management. Including impact maps with upstream and downstream configuration items.
Vivantio Software - Knowledge Management. Can be used internally, as well as published to the customer Self Service portal.
Vivantio Software - Optimize service with workflows and automation. Not just for ticket management, but also handles complex change requests.
Vivantio Software - Dashboards, Reports and Analytics. Pull from our report catalog, create your own reports with the report builder, or integrate with 3rd party tools like Microsoft PowerBI.
Vivantio video
Vivantio Software - CRM Management (For Customer Service Teams). For other internal service teams, this can be disabled. - thumbnail
Vivantio Software - Incident, Problem, Change and Service request views. The layout and fields for each ticket type are fully configurable. - thumbnail
Vivantio Software - Asset Management. Including impact maps with upstream and downstream configuration items. - thumbnail
Vivantio Software - Knowledge Management. Can be used internally, as well as published to the customer Self Service portal. - thumbnail
Vivantio Software - Optimize service with workflows and automation. Not just for ticket management, but also handles complex change requests. - thumbnail

Vivantio pricing

Vivantio does not have a free version but does offer a free trial. Vivantio paid version starts at US$42.00/month.

Starting Price:
US$42.00/month
Free Version:
No
Free trial:
Yes

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Vivantio Reviews

Feature rating

Value for Money
4.2
Functionality
4.2
Ease of Use
4.2
Customer Support
4.4
5 reviews of 167 View all reviews
Andy
  • Industry: Design
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 3/2/2017

Excellent ITSM System, a must for all

Vivantio is a great (ITSM) system for helpdesk and support teams, the system itself comes with a full set of configurable tools, log Incident calls, setting team tasks, problem management / change control / knowledge base, this is a product that fits in for both businesses that practice ITIL and for small businesses. the software itself is very configurable allowing the software to fit in with the business support strategy. users are notified and updated in relation to there logged call keeping the user in the loop. The look of the web interface is great, easy to follow and calls are easy to read. if a incident requires more than one team with the Vivantio system it is possible to easily set other IT support teams a set of sub tasks that may be required to complete a solution, so many tasks can be assigned to one incident creating a master call in affect.

There are lots of other functions and features, all configurable but just too many too mention, in a nut shell and a 360 view on this system, to put it bluntly it's a fantastic system that does basically what it says on the tin, I would recommend the Vivantio system to other businesses as this system in my opinion is much further ahead than others.

Pros

Keeps the users in the loop with updates on incidents, being able to assign tasks to one incident for different team members

Cons

when a users out of office is on and closing a call the out of office response reopens the call so the IT analyst has to remember to uncheck inform user to prevent the automated email informing them that the call was closed avoiding the out of office reopening the call.

Andy
  • Industry: Information Technology & Services
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

4
Reviewed on 15/2/2018

Our IT support staff use this software to manage helpdesk calls efficiently, great for all...

: Vivantio is a great (ITSM) system for helpdesk and support teams, the system itself comes with a full set of configurable tools, log Incident calls, setting team tasks, problem management/change control/knowledge base, this is a product that fits in for both businesses that practice ITIL and for small businesses. the software itself is very configurable allowing the software to fit in with the business support strategy. users are notified and updated in relation to there logged call keeping the user in the loop. The look of the web interface is great, easy to follow and calls are easy to read. if an incident requires more than one team with the Vivantio system it is possible to easily set other IT support teams a set of subtasks that may be required to complete a solution, so many tasks can be assigned to one incident creating a master call in effect.

Pros

This software offers lot's of functionality, the client management features allows interaction with external and internal clients, calls can be managed easily and end users can track their own updates and call status.

We find that Active Directory / LDAP Integration is most useful making it easy to configure and are able to use our own AD security groups to configure permissions to access ITSM

We are able to manage end users incidents via Incident Management, offers great functionality keeping the user up to date with the progress of their call working towards a remedy, with automatic notifications when the call has been updated with new information

with the Problem Management feature we are able to easily keep records of current workarounds that have been implemented until a more permanent fix has been sourced.

Change Management - We use this for major changes to the network with our network team,

and much more listed below.
Ticket Templates
Automated Ticket Routing
Built in Reports
Service Level Agreements (SLA)
Asset Management / CMDB
Asset Audit Trail
Custom Report Builder
Data Export (PDF, XML, CSV)
Business Rules Engine
Automated Escalation Rules
Self-Service Web Portal
Tasking
Customizable Views
Build-in Interactive Reports
Custom Reports Builder
Service Level Man

Cons

some features don't allow multiple close on calls, so if there are lots of tasks closing them in one go can't be done.

Nathan
  • Industry: Construction
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
4
Ease of Use
2
Customer Support
4

3
Reviewed on 3/2/2017

My Vivantio Review

Overall, vivadesk is quite good. the incident management and notes being dislayed on the main screen is very good. i'd prefer if the calls could be viewed in one form, that I could scroll though. the tabs are quite slow to transition and throughout the day this adds up. if all the information was available from one scrollable page, that would be great

Pros

Overall, vivadesk is quite good. the incident management and notes being dislayed on the main screen is very good.

Cons

i'd prefer if the calls could be viewed in one form, that I could scroll though. the tabs are quite slow to transition and throughout the day this adds up. if all the information was available from one scrollable page, that would be great

Geoffrey
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
2
Ease of Use
4
Customer Support
4

4
Reviewed on 10/2/2017

Great for small businesses, less good for large enterprises

Vivantio does what it says on the tin, and for a small organisation it does a fine job. The weaknesses only become apparent when the numbers of users passes around 20, tickets pass 100 per week and customers pass around 20. Then you start to realise that there are too many manual steps in the use of the system. A good example is SLA (service level agreement) reporting; how have we performed this month against the targets we are contractually obliged to meet? An analyst works on a ticket, sends an update, then marks the ticket 'awaiting customer'. The SLA clock stops. The customer replies, but crucially there is no mechanism to start the SLA clock again, and if no one notices the SLA clock does not start again. For a small business this is not much of a problem but in the big leagues being unable to measure performance against SLA is the same as failing SLA.

Reports look great but are a nightmare to set up. If you don't know crystal reporting you may need a course just to send out a daily report of how many tickets you have open.

The Change workflow is rather good though. Custom workflows can be defined, where a user raises a change and submits it for approval. Any number of approvers can then be notified and the change can only be actioned when all the necessary approvers have given their go-ahead. One downside is that each person who actions the change must choose who does the next action, and if anyone forgets no tasks are assigned to anyone. Again, this is fine for low use, but if you are dealing with a hundred changes a week and need to convene a CAB meeting you may risk missing something.

The support department are helpful and friendly though. Always a pleasure to deal with.

Overall, I would say that Vivantio improved my own service desk, but outlived its usefulness in around 4 years.

Pros

Ease of use;
easy to set up and configure;
helpful support staff;
cloud-based and so can be used from anywhere;
configurable change workflow;
self-service portal;
auto-update of changes via email;
Licencing by concurrent users, meaning that many users can be set up, but there is a limit on how many can access the system at once. This is very useful for users raining changes who do not need to access the system often, and keeps the cost down.

Cons

Functionality quite basic;
No accurate way to measure SLA;
not enough automation - it needs to be able to automatically change statuses, assignees, etc., based on user actions

Ashok
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 3/2/2017

Vivantio is a user friendly ticket tool

I am using the Vivantio ticketing tool since 2015 and it's user friendly tool. We can extract the reports in a simply way without any hassles. While view of current tickets status and customer information (for adding or removing), I am happy with Vivantio.

However, I found some issues with checking view of last update on ticket as the frame of last update area is very small and it's not possible to expand (like drag to top/down). With this we need to copy the update from tool and paste in notepad or word document to read it fully.

If Vivantio can focus more on this area it will really help the admins who work daily on Vivantio. Also, I found some issues at report builder area where we tried to pull some weekly statistics. After assistance from database team, we resolved those issue.

I would recommend Vivantio team to focus more on reports area as it's very important to management who more relay on reports which required for customer interactions.

Pros

mainly the Vivantio ticketing tool is user friendly and easy to understand for all kind industries.

Cons

Lat update view frames were very small and it's not possible to expand where most of the engineers will have problem to view the updates.

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