Vivantio

4.3 (178)
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Flexible Software. Focused Service.

Overall rating

4.3 /5
(178)
Value for Money
4.3/5
Features
4.2/5
Ease of Use
4.2/5
Customer Support Software
4.4/5

85%
recommended this app
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178 Reviews

Sean
Overall rating
  • Industry: Financial Services Software
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

We love how Vivantio has dramatically streamlined the IT processes

Reviewed on 10/09/2023

Centralised and streamlined our ticket solution away from emails, teams and walk-up. Removed...

Centralised and streamlined our ticket solution away from emails, teams and walk-up. Removed duplication of effort, combined with very simple ITAM and IT CRM. We have identified non-IT process which are "ticket-like" and built those in, too.

Pros

We love the very simple and effective design for tickets (from both user/engineer aspect) and that this i provides us an all-in-one solution.

Cons

The out of the box reports aren't quite as 'snappy' as we would like, but we have in-house report designers who have built reports to suit business needs.

Jamie
Overall rating
  • Industry: Retail
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Good features, but Interface could be improved

Reviewed on 01/02/2017

There are some good improvements over the old Vivantio platform. However, the lack of a good...

There are some good improvements over the old Vivantio platform. However, the lack of a good mobile experience holds the product back, it is simply unusable on a mobile phone, and I do not know of an app at this point

Also, it would be better if each user had a dashboard as standard that would list all items assigned to the user, (incidents, calls, tasks )

Also, if we could simply refresh a section of the screen, eg the list of incidents, that would be useful, instead of refreshing the whole page

If the site could remember the section are user is on, so when they return to site they go straight to the same section. many users will only be interested in open incidents that are assigned to their team

Finally the search could be improved. If you search for an incident by keyword, often, no results are found, even when that keyword exists in an incident. We raised this as a support call, and the response was that we should filter by dates in order to narrow the search. This would be fine if the system displayed a message to use dates to narrow the search, but the system simply says "No items to display", which is inadequate from a user experience point of view, and simply wrong from a logic point of view

Pros

features

Cons

UI

Samantha
Overall rating
  • Industry: Real Estate
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 5.0 /10

Initial thoughts

Reviewed on 02/02/2017

I have not used customer support and do not know whether this is value for money as I am not...

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.

Steven
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

4/5 - Pretty good product.

Reviewed on 03/02/2017

Lacking some features - Would be nice to copy over Dashboard configuration over from one system...

Lacking some features - Would be nice to copy over Dashboard configuration over from one system area to another (Dashboards set up to show call closures in one system area (IT team) has to be set up a fresh when setting up new system areas (L&D team). Would be nice for these to be able to be copied over.

Search feature is very temperamental, when searching free text in subject line / content / title it does pick up some calls even if you copy and paste the title. As a workaround its easier to so a search in the deleted item folder in outlook where email to ticket has been set up from.

Other than that the product is easy to use and generally good quality apart from performance issues here and there. These are generally picked up with the Vivantio helpdesk who are normally very prompt in providing status updates.

Regards
Steven

Pros

Support / Ease of use

Cons

Search feature doesn't work well / Site should be updated with more useful guides

David
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Excellent Product

Reviewed on 31/01/2017

Having worked in IT support for a number of years across different industry sectors, I have used a...

Having worked in IT support for a number of years across different industry sectors, I have used a number of different Helpdesk ticketing/service management products. Vivantio is easy to modify which makes it easy to give a better quality environment and ensure good adoption rates from your users. The customer portal we set up has been very well received. It's quick, responsive and overall the best product I've used! Highly recommended!

Pros

Easy and quick to modify and use. Ability to monitor a raft of IT Services such as change management, service desk tickets, problem management. Aligns to ITIL best practices.

Cons

Web views can sometimes be slow to update and cannot switch easily between windows if you need to go back and check something.

Luisito
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Vivantio review

Reviewed on 08/09/2023

Vivantio is generally well-regarded as a comprehensive service management platform that offers a...

Vivantio is generally well-regarded as a comprehensive service management platform that offers a range of features and capabilities

Pros

The level of support contributes to a positive user experience and helps users maximize the value they get from Vivantio.

Cons

Particularly when dealing with large amounts of data or during peak usage times.

Jason
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

ITSM Platform

Reviewed on 19/09/2023

With Vivantio we are solving all matter of issues be it from missing mouse and keyboards at work...

With Vivantio we are solving all matter of issues be it from missing mouse and keyboards at work stations. All the way up to full blown server or networking issues.

Pros

Clean, Crisp interface allowing for easy tracking and the ability to customise the interface to the business needs.

Cons

Missing a full dedicated Remote Support Tool

Lee
Overall rating
  • Industry: Design
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Viviantio makes Service Easy(ier)!

Reviewed on 13/09/2023

Excellent tool for keeping all communication with the client and technician in the ticket in case...

Excellent tool for keeping all communication with the client and technician in the ticket in case we need to go back and look at responses or timelines.

Pros

Ease to create a ticket or respond to a clients service request.

Cons

There are still some features we are working with Viviantio on to see if they can help solve tracking issues for service contracts. Also trying to see if we can get necessary reports from the platform.

Reggie
Overall rating
  • Industry: Automotive
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Excellent Software for Global IT use

Reviewed on 03/02/2017

Our company has been using Vivantio for over 10 years and have found it to be a very powerful tool...

Our company has been using Vivantio for over 10 years and have found it to be a very powerful tool for our global IT departments. All of our sites are able to coordinate helpdesk tasks, workflow tasks and infrastructure deployments in a very organized fashion. It allows us to communicate with one another and stay on top of frequent IT problems and issues. We have the ability to collaborate on issues and work on solutions together. The tools are very powerful and helpful in our day to day use. The software has many features that we haven't started using yet, but I'm sure we'll get around to them eventually.

Pros

Easy to use and lots of features

Cons

n/a

Ben
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Vivantio Review

Reviewed on 22/09/2023

Pros

The ability to run monitor and manage tickets via incident reporting. Alerts and management tools are very useful and it is great and customisable for out needs.

Cons

The mobile version isn't the easiest to use at the moment.

Mayank
Overall rating
  • Industry: Computer Software
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

User friendly

Reviewed on 31/01/2017

This is very user friendly software and can be used without much of training. The only add on I can...

This is very user friendly software and can be used without much of training. The only add on I can recommend is that there should be some help videos for anyone new and/or FAQs which should help most of basic and general queries resolved so that unnecessary feedback is not provided.

Pros

Ease of use. This software does not need much of training and is very user friendly as far as my experience is concerned.

Cons

There should be some FAQs which should be good library for users in doubt, so that most of things do not need to be sent via feedback.

Naechane
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Proactive Service

Reviewed on 31/01/2017

I use Vivantio on a daily basis as part of my IT support role. The upgrade that was done in 2014...

I use Vivantio on a daily basis as part of my IT support role. The upgrade that was done in 2014 has been fantastic. On occasions there may be so slow processing but the customer service department are always proactive in informing us of any technical issues they are experiencing with the service that affects us as the customer.

Pros

Easy to use
Quick and responsive
expansive and through

Cons

search criteria can be sometime confusing when trying to search for calls users or assets without the IN number

Matt
Overall rating
  • Industry: Information Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Great value for money

Reviewed on 31/01/2017

We are an IBM business that used an ageing system for both our customers and internally. ofter...

We are an IBM business that used an ageing system for both our customers and internally. ofter seveal other products being tested prior to Vivantio. After testing the product first hand and now implementing it accross our organisation I can firmly say that we made the right decision choosing Vivantio.
the product itself is easy to use for my employees and customers alike. Its also great value for moey which is generally quite hard to find now a days.

Pros

Useability

Cons

Down time

spandana
Overall rating
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Its the best tool which I have worked for evver

Reviewed on 11/01/2018

ticket system used to provide our time log on the work which we done

ticket system used to provide our time log on the work which we done

Pros

Very very user friendly.
every category is provided very clearly and easy to handle by every one.
No need of technical knowlege

Cons

Description area to be Increased. And not to edit the comment once done.
If that has been modified it will be the best tool ever In the market.

Sneha
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Excellent Tool and Excellent Customer service

Reviewed on 27/02/2017

Previuosly we used Maximo as our ticketing tool, When compared to the Maximo the VIvantio is...

Previuosly we used Maximo as our ticketing tool, When compared to the Maximo the VIvantio is excellent and the cusotmer service is also very satisfactory.The ease of using the tool os very easy

Pros

I like the fast logging of the tcikets with out failing our SLA

Cons

I can say some times while loggig the problem tickets it leads confusion

Marlon
Overall rating
  • Industry: Telecommunications
  • Company size: 5,001–10,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Level 3 Support

Reviewed on 03/02/2017

Working with other service/ticket queues I have found that Vivantio is easy to use. I would like to...

Working with other service/ticket queues I have found that Vivantio is easy to use. I would like to see a couple features added as well like to see a fix on the graphs. I have been keeping track of my tickets completed to put against graphs and as well per person. I am finding that they don't match what I have completed and sometimes off by 20 tickets or more.

Pros

Ease of use, Very easy to add and work tickets when needed. This cuts down the delay you would have with bulkier ticket systems. Saving Time and money making service turn around quicker.

Cons

Need better tracking of tickets completed/closed per department, person. Graphs are now good at ticket counts.

Annie
Overall rating
  • Industry: Facilities Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

A First Class Service

Reviewed on 31/01/2017

New post - receptionist - great for keeping people in the loop, everyone has access. User friendly...

New post - receptionist - great for keeping people in the loop, everyone has access. User friendly programme can't wait to have a go at "Reports"

Pros

Everyone has access and can be kept up-to-date
User Friendly
Good tool when not on same working sites

Cons

Nothing at the moment (new user)

Nelson
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 6.0 /10

Great potential, needs more reliability

Reviewed on 06/02/2017

"Performance..." and "Active Incidents" tab do not work over %50 of the time.
Incidents that are...

"Performance..." and "Active Incidents" tab do not work over %50 of the time.
Incidents that are merged can not be unmerged.
Great tracking of old incidents

Pros

Very productive database management when it works

Cons

features stop working. Freezes often. Direct contact

Jonel
Overall rating
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

I'm here for the 20$

Reviewed on 31/01/2017

So far so good. Been using your ticket system for 3 years now. We sometimes experience slowness...

So far so good. Been using your ticket system for 3 years now. We sometimes experience slowness issue but its usually resolve after a few sec/min or once we reported it. Customer service is fast and reliable.

Pros

Easy to use and navigate.

Cons

The need to log everyday.

Maurice
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 3.0 /10

Basic service desk product

Reviewed on 03/02/2017

We use Vivantio for some years now, it does the job, so no issue there. But, it's not mobile device...

We use Vivantio for some years now, it does the job, so no issue there. But, it's not mobile device friendly, so if you would like to use it on a tablet or a phone, reconsider.

Pros

it works

Cons

it doesn't look 2017, it doesn't work on the mobile devices

Eugene
Overall rating
  • Industry: Aviation & Aerospace
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Vivantio Review

Reviewed on 15/04/2021

Pros

Cloud based application and ability to access everywhere

Cons

No major COns which is why this application was chosen

Vasu
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Over all Vivantio is an awesome tool.

Reviewed on 04/02/2017

We use Vivantio as our ticketing tool. I have hands on experience with this tool, we do keep our...

We use Vivantio as our ticketing tool. I have hands on experience with this tool, we do keep our data in the form of tickets in vivantio. Usually I update close and moving to different states of tickets which are assigned on my name. Its very easy to use and quick in response.

Pros

Its interface is very user friendly.

Cons

No Comments, in fact I love this tool

Bill
Overall rating
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Works as intended.

Reviewed on 03/02/2017

Has always been easy to use and the support we received has been almost perfect.
Only some minor...

Has always been easy to use and the support we received has been almost perfect.
Only some minor issues in updating and customizing the customer facing self-service portal which doesn't include all the options we need.
Other than that, more than happy to use Vivantio in future.

Pros

Customisability

Cons

Speed of use could do with a little improvement

Daniel
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 6.0 /10

Vivantio review

Reviewed on 31/01/2017

Its hard to tell who is in what groups from an end user perspective. Grouping seems wrong but you...

Its hard to tell who is in what groups from an end user perspective. Grouping seems wrong but you have no idea who is supposed to be in a group. Alerts are misdirected. Should have API hooks to automate solutions.

Pros

Ease of use

Cons

lack of transparency. cannot easily track a items history.

Robb
Overall rating
  • Industry: Banking
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

IT Infrastructure

Reviewed on 31/01/2017

Overall it's not a bad product but I would prefer a separate pop up window to print off a request....

Overall it's not a bad product but I would prefer a separate pop up window to print off a request. Their are some functional changes too but nothing too big.

Pros

The customizing

Cons

No separate pop up window to print requests