About Vivantio












Vivantio pricing
Vivantio does not have a free version but does offer a free trial. Vivantio paid version starts at US$59.00/month.
Alternatives to Vivantio
Vivantio Reviews
Feature rating
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
The best solution for many management services
I consider it a more complete tool that I can definitely recommend.
Pros
It is a software that serves to manage many services, in my case it facilitates the processes of attention to the user, with an excellent interface that facilitates its use, which makes it very safe and reliable. Improves and automates the process of incident management in the users of our services and IT support through support services for ticket activation, expansion and support routing.
Cons
In general, the software is excellent, however, there are functions at the moment of managing the incidents that cause some errors but do not affect the functionality.
- Industry: Airlines/Aviation
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Best Part of Vivantio has been the Approval Process
Pros
Our company uses this software internally. So our employees are our customers, so to speak. I was able to configure the workflows to assign tasks to other employees to provide approval for things such as hardware/software purchases, access to our software systems, new employees, etc. Regular employees do not require a license to perform these approval tasks, which was not the case in the competing software. Also, the Self Service portal turned out so beautiful and useful to our employees. We get really good feedback from users. Customer representatives are very hands on and helpful. I have admin'd other software and while other, more popular software has more documentation, their reps are non-existent.
Cons
The set up is very dependent on the Vivantio reps, and the self-help for configuration is not very useful. The reps do a fantastic job of leading the new user through configuration but some people like to do that themselves. I have admin'd other software and while other more popular software has more documentation, their reps are non-existent.
- Industry: Real Estate
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
Initial thoughts
I have not used customer support and do not know whether this is value for money as I am not involved in procurement. I am an analyst and our team use it to manage our workload. I have to say I don't find it very easy to use when I have to add a customer's service request retrospectively (ie. they have not requested reports via Viva desk but by email for example). Then finding the service request afterwards can be tricky once added. If you save without populating all the fields, just the 'red' compulsory ones, then the case does not save but simply disappears but it doesn't prompt you to fill anything else.
Pros
If customer's use it its a good way of tracking service requests
Cons
see previous comments, regarding adding retrospective requests. Also you do not have an Industry for Housing or Property Development on your list. I have previously worked in investment banking and also venture banking but now work for a charitable housing association (wanted to be part of a business with social objectives). Have therefore had to select 'real estate' as this is the nearest but as one of southern England's largest housing associations, we provide homes for more than 67,000 people.
- Industry: E-Learning
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Good value for money ITSM Tool for ITIL based Service Desks
I have had limited experience with Vivantio technical support and after sales however the interactions that I had were pleasant and prompt. I have attended a handful of user groups over the years with former colleagues and the owners and developers that I talked to were very open and receptive to user feedback and seemed genuinely interested in their users.
Vivantio are a small enough organisation to have a relatively personal interaction level to their user base which is nice as it makes you feel more valued and appreciated as opposed to larger corporations which have a far more clinical approach.
Pros
I used Vivantio daily for 6 years and whilst the Organisation that I worked for did not take full advantage of all it had to offer the main features within the software that we did use were great.
The user interface is simple and straightforward and doesn't take a lot of time to pick up, it is reasonably configurable to your specific organisation however the main layout is entirely ITIL based split into Service Requests, Incidents, Problems etc meaning if you do not follow this framework then it may not be the best tool for you.
It has all the features that most users would need from an ITSM Tool such as asset management, reporting, raising support calls, CRM management, self service user interface etc. As I have had limited experiences with other ITSM and CRM software I cannot fully compare its functionality with others however I personally found it did everything I needed it to.
Vivantio offer both managed and self managed versions of the software depending on the size of your Organisation and the expertise you have available.
I left the Organisation before their full implementation of the latest version of Vivantio (Flex) so cannot speak fully about that but from what I did use of it I found it very intuitive and time saving.
Overall I recommend Vivantio as a company and their ITSM suite of tools offer excellent value for money in my opinion.
Cons
There is nothing that I particularly disliked about the software itself.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
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.