Vivantio Software

Find out more:

PriceWatch Demo

4

Recommendations

FrontRunners 2018

Find out more:

PriceWatch Demo

About Vivantio

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled 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 and customer service. Key features include dashboards, charts and reports, routing, assignments and forms with custom fields. Vivantio also offers incident management, problem management, change ...

Vivantio Pricing

Vivantio enables you to build a robust Service Management system that fits your organization by enabling only the features you need. Our editions are designed to align with your immediate needs on the same powerful platform that scales with your business. For Vital, Velocity & Visionary we offer concurrent licensing. A concurrent license sits in a license pool and is available on a first come, first served basis. Once a user logs out, the license becomes free for another user to use. It’s a great way to reduce license costs for infrequent users, shift workers and those with global support teams Volume discounts start at around 8 users and continue to rise every 5 to 10 users up to 25%. If you are a non-profit, charity or in education, expect to receive between 5 and 10% additional discount.

Starting price: 

$42.00 per year

Free trial: 

Available

Free version: 

Not Available

Close

Image 1 of 6

CRM Management (For Customer Service Teams). For other internal service teams, this can be disabled.

Vivantio User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4

Value for money

4

Customer support

4.5

Functionality

4

Showing 1 - 5 of 165 reviews

Anonymous

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

June 2018

INTUITIVE TICKET MANAGEMENT SYSTEM

Every Day use uses little machine resources so other applications can run at the same time. compatible with most commercial browsers.

Pros

Self contained tool with build in reports and logs, reliable for the most part. Very intuitive for the amateur user, Forgiving when errors occurs,

Cons

Occasionally crashes and some menus not coherent with others. No software is %100 reliable. It is improve daily

Sam

Company size: 51-200 employees

Industry: Hospital & Health Care

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

April 2021

Excellent product and customer service

Pros

The software is easily customisable and changed pre and post-launch of the system, meaning that you can launch, get it wrong and change it. The capabilities seem endless and offers all requirements that we need.

Cons

The difference in the admin area to the technician portal is a little bit confusing at times. I believe that the back end admin area needs upgrading to the FLEX environment.

Reasons for choosing Vivantio

Vivantio's customer service and demo support was top of the range. The product is great and the implementation team guide you through everything.

Darren

Company size: 10,000+ employees

Industry: Financial Services

Time used: More than 2 years

Review Source: Capterra

1

Ease-of-use

out of 5
3

Value for money

out of 5
4

Customer support

out of 5
3

Functionality

out of 5

January 2017

Excellent Product Support but lacking finer details

Vivantio offers a ITIL service desk software that we use for software support. In general I have found the solution not very user friendly and in the last 3 years of using it, I found that little has changed to the basic user functionality to improve this despite many feature requests to aid this. A key example of this is that, in 2017, it is still not possible for all emails in the system to show the pictures that are embedded. In the past, we have found that the quality of the software updates to the system lacking basic QA process and it has become quite simple to find bugs in the new features. I would say that the support team is very good at getting back to you within half a business day and providing us with workarounds of problems that we have highlighted.

Pros

User Support, Workflow module

Cons

GUI, speed of page loads, lack of updates to key functionality

Polly Ann

Company size: 1,001-5,000 employees

Industry: Airlines/Aviation

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
4

Functionality

out of 5

April 2021

Best Part of Vivantio has been the Approval Process

Pros

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.

Cons

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.

Reasons for choosing Vivantio

None of these had an approval process that fit our needs. There is a real lack of product out there for use in a small/medium-sized company where the employees are the customer. Too many employee approvers for a licenses for everyone (ZenDesk's approach was too costly, Jira was too expensive for all of our employees to be included as users and the approval process wasn't intuitive, Zoho was too expensive and didn't have the features needed for employees to approve work requested of the IT department by other employees.) so in the end, despite some issues with configuration not being intuitive, I was able to build a process that meets our needs 90-95% of the time.

Reasons for switching to Vivantio

Vivantio is more configurable, and we were able to build a better approval process.

Jonathon

Company size: 501-1,000 employees

Industry: E-Learning

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
4

Functionality

out of 5

April 2020

Good value for money ITSM Tool for ITIL based Service Desks

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.

Pros

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.

Cons

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

Popular Vivantio Comparisons