
About Vivantio
Founded in 2003, Vivantio is a leading provider of service management software for both internal- and external-facing teams.
By combining enterprise-level functionality with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, scalable, and fully configurable platform that empowers businesses to achieve 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, HR and B2B customer support.
Key benefits of Vivantio
Vivantio offers flexibility without sacrifice.
- Future-proof your support teams with a solution that scales as you grow
- Get enterprise-level functionality without the hefty price tag, lengthy implementation or annual price gouging
- Centralize all your support teams – internal and external facing – in a single tool
- Onboard in days -- not months -- with the help of a dedicated implementation manager
- Connect with a real person on our in-house support team when you have a question
- Configure to each team's needs without ever writing a line of code or shoulder-tapping a developer
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- Industry: Design
- 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
Excellent ITSM System, a must for all
Reviewed on 03/02/2017
Vivantio is a great (ITSM) system for helpdesk and support teams, the system itself comes with a...
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.
- Industry: Information Technology & 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
Our IT support staff use this software to manage helpdesk calls efficiently, great for all...
Reviewed on 15/02/2018
: Vivantio is a great (ITSM) system for helpdesk and support teams, the system itself comes with a...
: 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.
- 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.
- 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 6.0 /10
Great for small businesses, less good for large enterprises
Reviewed on 10/02/2017
Vivantio does what it says on the tin, and for a small organisation it does a fine job. The...
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
- Industry: Education Management
- Company size: Self Employed
- Used Weekly for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
One of the best customer management software
Reviewed on 08/07/2022
It provides customer service optimization and solutions. With Vivantio, businesses can achieve...
It provides customer service optimization and solutions. With Vivantio, businesses can achieve unparalleled service excellence by combining enterprise-level software with scalable, flexible and intuitive cloud-based solutions.
Pros
You can do everything you need with it and it has a lot of features. A good feature is the ability to edit emails in rich text with company branding, and users can be given granular permissions. In addition, the ITSM package offers several automation options. It has been a pleasure working with Vivantio's support team. System configuration can be as simple or as complex as you like. You may want high-level information in some areas without getting distracted by details that other systems require. It's suitable for that. In general the pros are:
A user-friendly interface that can be easily adapted.
Specifically, queue management and task ownership.
I never encountered any outage due to stable performance and availability.
The level of technical support
Cons
There is not a lot to dislike about Viviantio. Maybe adding more simplicity to the software
Response from Vivantio
Thank you so much for your fantastic feedback Chrysanthos, it's great to hear that your business needs are being fulfilled by continual automation and functionality that our ITSM subscription offers. We continually strive to meet customer expectations and it's always lovely to hear such great feedback.
We really appreciate your constructive comments on setting up more simplicity to the software. It would be great to set up a call to discuss this further, this is to ensure we feedback details to our Product team as we continually strive for product excellence. Please do contact myself on Soph[email protected] for any further feedback or assistance.
Vivantio FAQs
Below are some frequently asked questions for Vivantio.Q. What type of pricing plans does Vivantio offer?
Vivantio offers the following pricing plans:
- Starting from: $59.00/month
- Pricing model: Subscription
- Free Trial: Available
The Vivantio Platform provides multiple licensing options (named, concurrent, mixed, pools) to help you maximize your investment and keep your whole service team connected. Price includes: -Every Vivantio feature -Choice of data centers -In-house Professional Services -Customer Success Manager -Vivantio US & UK Telephone, Email and Self Service Support Volume discounts start at around 15 users and continue to rise to 40%. Educational institutions automatically qualify for a 5% discount; non-profits for 10%.
Q. Who are the typical users of Vivantio?
Vivantio has the following typical customers:
201–500, 501–1,000, 1,001–5,000
Q. What languages does Vivantio support?
We do not have any information about what languages Vivantio supports
Q. Does Vivantio support mobile devices?
Vivantio supports the following devices:
Q. What other apps does Vivantio integrate with?
Vivantio integrates with the following applications:
Azure Active Directory, Azure DevOps Services, Datadog, Gmail, Jira, Lansweeper, Loggly, Microsoft 365, Microsoft Azure, Microsoft Teams, New Relic, Okta, OpsGenie, PagerDuty, Remote Support by BeyondTrust, Salesforce Platform, Slack, Spiceworks, Twilio
Q. What level of support does Vivantio offer?
Vivantio offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, Chat
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