Vivantio Pro Software


 

Vivantio is a service management system that allows users to create a personalized solution that aligns with internal business processes. Key features of the software include dashboards, charts, and reports, routing and assignments, and custom forms and fields.

The system can be deployed through the web or on premise and has the option to purchase named or concurrent licenses while customers and users don’t need licenses to use the self-service web portal.

Vivantio also offers incident management, problem management, change management which track workflow, and custom ticketing. Other applications include help desk, call center functionality, and knowledge management. The system is compatible with Apple iOS and Windows and can be accessed from mobile devices the scalable platform can be of service to businesses of all sizes.

 

Vivantio Pro - Dashboard
 
  • Vivantio Pro - Dashboard
    Dashboard
  • Vivantio Pro - Articles
    Articles
  • Vivantio Pro - Change Workflow
    Change Workflow
  • Vivantio Pro - Incident Details
    Incident Details
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

63 Reviews of Vivantio Pro

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Amit from Braemar ACM Shipbroking
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2017

February 2017

Vivantio Pro Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

So far.. it's been a pleasure to use to track/monitor all our incidences, either open or pending. It also is a great tool for workflow and asset management. We have been able to assign incident tickets effortlessly to other members of the team. Creation of new user/company etc was a breeze. Thanks!

Pros

The user friendly interface and ease of use.

Cons

None so far

Advice to Others

None

Source: Capterra
 

Ben from ICE

February 2017

February 2017

Not Bad, Not Amazing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I'm not blown away with the software based on features and lack of documentation on the vendor site. However, it serves its purpose and is functional for our needs.

Source: Capterra
 

Geoffrey from Intelligent Environments
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Great for small businesses, less good for large enterprises

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Advice to Others

If you are a small organisation (less than 100 perhaps) then I would definitely recommend this. Vivantio are very helpful in setting up the system to meet your needs, and to a large extent it does everything you need for ticket management, problem management and change management.
However if you are a medium to large organisation I would recommend something with more automation, like perhaps Service-Now.

Source: Capterra
 

Andrew from Braemar ACM Shipbroking Pte Ltd
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

February 2017

February 2017

Not a perfect system, but still one of the best service management software.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Very good! Maybe new version could add a way to back date inputs due to different time zone would be better2

Pros

Easy to navigate and adding of details of users.

Cons

Could not back date call logs.

Advice to Others

Not for now, everything is good and works fine.

Source: Capterra
 

Marlon from International Cruise & Excursions
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

February 2017

February 2017

Level 3 Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Advice to Others

Need to update software to fix errors in tracking system.

Source: Capterra
 

Maurice from First Actuarial LLP

February 2017

February 2017

Basic service desk product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Source: Capterra
 

Kimberly from Experience Grand Rapids
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

We love Vivantio!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

So far, the customer support has been great and we really enjoy working with the Vivantio Team! We look forward to growing with the company and hopefully work with the team to get some of the features not currently available.

Pros

It's easy to use and the cost is great compared to other systems on the market with less features.

Cons

There are some features missing that would make the system so much easier, like in the Asset area; we need to be able to see the user an item is attached to and the description. It's very hard to tell what an item is based on a serial or ID number in the deafult view which means you have to go into each enter to view those details and it's a huge pain. It's my least favorite thing about the system.
Also, I LOVE to customize things so, the more customization options there are the better, for me.

Advice to Others

See above, we really need this feature soon!

Source: Capterra
 

Eldar from Purple Matrix
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Vivantio-Easy to use

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

No issues, easy navigation and straight forward. I do not use all the features, mainly "my tickets" and "incidences".

Pros

Easy on the eye, straight forward

Cons

none

Advice to Others

n/a

Source: Capterra
 

Bryan from DSA, Inc.

February 2017

February 2017

Excellent service for the money

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Nothing comes close to Vivantio when it come to customization and reliability. We searched long and hard before we settled on VivaDesk (Vivantio), and we couldn't be happier. Excellent customer service to boot.

Source: Capterra
 

Erroll from Northlands

February 2017

February 2017

Northlands Edmonton

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We are finding that Vivantio is difficult to customize and is missing features that would be beneficial to our operations. An example is simply being able to have a due date on tickets and pop up reminders.

Source: Capterra
 

David from Burtons Biscuits
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2017

February 2017

I LOVE VIVANTIO

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I am new to Vivantio but have found it a very user friendly system that allows me the freedom and choices to optimise my workload, the funcionality and support is top notch and due to this i now consider this area one of my strenghts.

Pros

freedom and choice

Cons

nothing

Advice to Others

no

Source: Capterra
 

Jack from Qolcom

February 2017

February 2017

Great ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Offers a trustable + quality service
I would recommend Vivantio to anyone wanting a ticket database solution they can rely on.

Source: Capterra
 

Ross from Pivotal Networks Ltd

February 2017

February 2017

Simplicity is key

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

we started using this after our sister company in order to provide a unified approach to support. Everything on it was great, easy to pass ticket between whilst still remaining physically separate. Great bit of kit.

Source: Capterra
 

Noor from IE

February 2017

February 2017

VIVANTIO Ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Vivantio is so user friendly and being the Service Desk Team Leader provides me with a wealth of information at a touch of a button, it provides an excellent mechanism for our customers to raise tickets via our self-service portal and with future enhancements to this will enable us to streamline this process and provide further information and guides to our customers thus helping us reduce our call volumes by providing a self help section.

Vivantio shows me the state of our support queues as well as the other teams within our department, additional configurable elements have enabled us to setup notifications when tickets are reaching their SLA to ensure that we keep on top of our support calls, this all improves the overall service provided to customers which are what we aim for

Source: Capterra
 

Helen from Burtons Biscuits
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2017

February 2017

Vivantio Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

the Viantio product worked fine for what i needed to use it for however for the business i think there was a lack of features and functionality they were looking for.

Pros

Simple to use

Cons

Search feature

Advice to Others

not really

Source: Capterra
 

Nicholas from AAN

February 2017

February 2017

I really like everything except the mobile experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It's quite intuitive and easy to use. The only exception is the mobile experience is virtually impossible b/c of how it pushes everything together.

Source: Capterra
 

Kristen from Intl Cruise & Excursions

February 2017

February 2017

Vivantio - Great product

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

I have been using Vivantio for about 8 months now and really enjoy it as a service desk tool. I've used many different types of service desk products - including home-made custom ones in Salesforce, SharePoint, Service Now, etc. So far, Vivantio has been my favorite. It's very user friendly and easy to use. Our IT team picked it up rather quickly. It's also easy to reference old tickets and know what you need to work on.

Source: Capterra
 

Collette from ICE inc

February 2017

February 2017

Easy ticket tracking

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

This could be how it was built in our environment.....Very easy to use but would like better reporting options for exporting data and building custom reports. Dashboards have limitations that make the viewing charts less appealing.

Source: Capterra
 

Steven from MLR Networks Ltd.
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Migration to Vivantio Pro

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Our recent project to migrate to Vivantio Pro has been a good experience and I know that we will benefit from the many new features and functionality available to us. We have received excellent support from cust care at Vivantio throughout the migration plan, and I really appreciate the care, time and dedication he has shown that has helped us enormously. We are now in the testing phase, but with a good design and support on building effective structures, I know that the delivery and Go-live will be a huge success.

Pros

Configuration is easier; New and improved reporting capability; Custom Forms; Escalation

Cons

So far I haven't found to many things to be negative about!

Source: Capterra
 

Jamie from Orridge
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2017

February 2017

Good features, but Interface could be improved

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

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

Advice to Others

as stated on previous section

Source: Capterra
 
 
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