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, assignments and forms with custom fields. The solution can be deployed in the cloud or on-premise.

Vivantio also offers incident management, problem management, change management, workflow tracking and configurable ticketing. Other applications include help desk tools, call center features and knowledge management.

The system is compatible with Apple iOS and Windows and can be accessed from mobile devices remotely. Vivantio also offers client management, which allows users to input business logic to automatically route, assign and prioritize tickets based on location, client and more. Users can also 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.



71 Reviews of Vivantio Pro

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 71 reviews

August 2017

Malhar from Technobrain IT Solution Pvt. Ltd.

Review Source: Capterra


Ease-of-use

3 of 5

Customer support

4 of 5

Functionality

4 of 5

August 2017

Great and intuitive interface. Easy to use

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.

August 2017

Brian from iQor

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2017

Great and intuitive interface. Easy to use.

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!

July 2017

michael from iQor

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2017

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

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.

July 2017

David from CPS

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

July 2017

A solid incident management tool.

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.

February 2017

Amit from Braemar ACM Shipbroking

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2017

Vivantio Pro Review

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

February 2017

Ben from ICE

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

3 of 5

February 2017

Not Bad, Not Amazing

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.

February 2017

Geoffrey from Intelligent Environments

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

2 of 5

February 2017

Great for small businesses, less good for large enterprises

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

February 2017

Bianca from MDwise INC

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2017

Bianca Gilberts review

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.

February 2017

Ahmed from LABS

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2017

Good helpful tool

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

February 2017

Andrew from Braemar ACM Shipbroking Pte Ltd

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

February 2017

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

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.

February 2017

Marlon from International Cruise & Excursions

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

February 2017

Level 3 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.

February 2017

Maurice from First Actuarial LLP

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

3 of 5

February 2017

Basic service desk product

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

February 2017

Kimberly from Experience Grand Rapids

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

February 2017

We love Vivantio!

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.

February 2017

Eldar from Purple Matrix

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

February 2017

Vivantio-Easy to use

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

February 2017

Bryan from DSA, Inc.

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2017

Excellent service for the money

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.

February 2017

Erroll from Northlands

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

1 of 5

Customer support

3 of 5

Functionality

1 of 5

February 2017

Northlands Edmonton

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.

February 2017

David from Burtons Biscuits

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2017

I LOVE VIVANTIO

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

February 2017

Jack from Qolcom

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2017

Great ticketing system

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

February 2017

Ross from Pivotal Networks Ltd

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

February 2017

Simplicity is key

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.

February 2017

Noor from IE

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2017

VIVANTIO Ticketing system

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