I consider it a more complete tool that I can definitely recommend.

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.

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.

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.

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.

Overall, vivadesk is quite good. the incident management and notes being dislayed on the main screen is very good. i'd prefer if the calls could be viewed in one form, that I could scroll though. the tabs are quite slow to transition and throughout the day this adds up. if all the information was available from one scrollable page, that would be great

Overall, vivadesk is quite good. the incident management and notes being dislayed on the main screen is very good.

i'd prefer if the calls could be viewed in one form, that I could scroll though. the tabs are quite slow to transition and throughout the day this adds up. if all the information was available from one scrollable page, that would be great

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.

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

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.

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.

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.

There is nothing that I particularly disliked about the software itself.

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.

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

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.

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.

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

Its good to use but we have never used another ticket system

Easy to use, the company is integrated with it

adding assets cannot be done in bulk, they all have to be added separately

Its user friendly interface, very easy to understand even for beginners

Sometimes it hangs and lags the computer

Is a good administration for work

The software use "ITIL foundation", is easy use this software is based on tickets and provide status for any updates or resolution of your ticket.

The reports is difficult and slowness for creating in general the all reports are very simple this is a good opportunity area

we have been using Vivantio for the past 4 years. To date we have been pleased with the product. From an end user perspective it is simple and easy to use. From a tech perspective, since i administer the system, has been easy to configure. I am very pleased with the Support that we receive, Andrew Stevens has been awesome. He has worked very hard to ensure that the system meets our business needs. Whenever we have requirement he is constantly finding ways to be able to implement them. There still are areas where there can be some improvements, would like to see better dashboards and reporting.

Ease of use and configuration

Dashboards and reports

Are are taking more than full advantage of the ITSM offering from Vivantio. We have a LARGE number of advanced features being used. Although sometimes we suffer some performance slumps for a good percentage of the time the system does what we need. The Vivantio ITSM software doesn't have some of the customisation skills that other offerings out there, but because of this any issues we do experience are fixed quickly by there support team.

SaaS offering, Customer Portal, and easy Email to Ticket integration

Limitied customisation

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.

Useability

Down time

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

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

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.

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

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

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

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.

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.

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

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"

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

Nothing at the moment (new user)