Vivantio Pro Software


 

Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts, and reports, routing and assignments, and custom forms and fields. The solution can be deployed in the cloud or on-premise.

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 remotely. The solution offers client customer management that leverages business logic to automatically route, assign and prioritize tickets based on location, client and more. It also helps users 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 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

72 Reviews of Vivantio Pro

Showing 1-20 of 72

 

Start your review of Vivantio Pro

Click to start
https://www.softwareadvice.com/crm/vivantio-pro-review/

Malhar from Technobrain IT Solution Pvt. Ltd.

August 2017

August 2017

Great and intuitive interface. Easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

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

My favorite feature is the filters. I can cover multiple sites and check all of my team mates ticket queues with one click of a button. This really comes in handy during holidays when I am covering multiple sites.

Cons

It can be quite slow to quickly switch between tickets if you need to compare information between multiple incidents.

Review Source: Capterra
 

Brian from iQor
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2017

August 2017

Great and intuitive interface. Easy to use.

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

Improved SLA tracking, on the fly ticket monitoring.

Pros

Excellent process for tracking tickets and monitoring SLA. Intuitive workflow, highly customizable.

Cons

DB engine can lag at times when running larger saved searches. Not an issue, just refresh and away you go!

Review Source: Capterra
 

michael from iQor
Number of employees: 10,000+ employees Employees number: 10,000+ employees

July 2017

July 2017

I use Vivantio everday. This is probably the 8th or 9th IT ticketing software that I have used.

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

All of my tickets are in one place. Also there are pre made templates for cab changes which really comes in handy.

Pros

My favorite feature is the filters. I can cover multiple sites and check all of my team mates ticket queues with one click of a button. This really comes in handy during holidays when I am covering multiple sites.

Cons

Vivantio needs to be able to open and check more than one ticket at a time. When I have multiple tickets, it takes me an absurd amount of time to check them and put them on hold. The entire time that I am going from ticket to ticket, the sla clock is ticking, and this is time that I could be working to resolve the issues in the tickets.

Review Source: Capterra
 

David from CPS
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

A solid incident management tool.

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

All time and incidents easily logged and followed, with easy to use queues for each individual user to keep track of each agent. We're also able to quickly create and view KB articles on the fly to transfer common knowledge.

Pros

Clean interface and easy to use. Highly customisable in regards to queues, and an easy to use scheduling system to schedule various automated tickets, with checks or standard template incidents.

Cons

It can be quite slow to quickly switch between tickets if you need to compare information between multiple incidents.

Review Source: Capterra
 

brian from iQor
Number of employees: 10,000+ employees Employees number: 10,000+ employees

June 2017

June 2017

Excellent and intuitive user interface

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

Lower SLA's and active to the minute ticket tracking

Pros

Intuitive ticket tracking, AD and email integration. OOO notifications for techs is a big plus. Ability to setup custom ticket queue searches is invaluable for techs covering multiple locations.

Cons

Ticket update emails can be confusing to the end user, however not a big issue once the end user knows what to look for.

Review Source: Capterra
 

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

Review 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.

Review 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.

Review Source: Capterra
 

Bianca from MDwise INC
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Bianca Gilberts 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

We use this daily to complete work task. I love it. We can keep track of the information and it is very easy to access if we need to go back and review the ticket.

Pros

The ease of using the system

Cons

You can only accept one ticket at a time. It slows your process down. It would make our job easier if you could accept multiple tickets at once.

Advice to Others

Please advise on how you can accept multiple tickets.

Review Source: Capterra
 

Ahmed from LABS
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Good helpful tool

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

experienced supportive communication tool with our customer with good functionalities, in which we can achieve the result smoothly, but i think the layout can be in a better form

Pros

functions

Cons

layout

Advice to Others

improve the layout

Review 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.

Review 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.

Review 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

Review 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!

Review 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

Review 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.

Review 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.

Review 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

Review 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.

Review 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.

Review Source: Capterra
 
 
Write a Review