It provides customer service optimization and solutions. With Vivantio, businesses can achieve unparalleled service excellence by combining enterprise-level software with scalable, flexible and intuitive cloud-based solutions.

You can do everything you need with it and it has a lot of features. A good feature is the ability to edit emails in rich text with company branding, and users can be given granular permissions. In addition, the ITSM package offers several automation options. It has been a pleasure working with Vivantio's support team. System configuration can be as simple or as complex as you like. You may want high-level information in some areas without getting distracted by details that other systems require. It's suitable for that. In general the pros are: A user-friendly interface that can be easily adapted. Specifically, queue management and task ownership. I never encountered any outage due to stable performance and availability. The level of technical support

There is not a lot to dislike about Viviantio. Maybe adding more simplicity to the software

: Vivantio is a great (ITSM) system for helpdesk and support teams, the system itself comes with a full set of configurable tools, log Incident calls, setting team tasks, problem management/change control/knowledge base, this is a product that fits in for both businesses that practice ITIL and for small businesses. the software itself is very configurable allowing the software to fit in with the business support strategy. users are notified and updated in relation to there logged call keeping the user in the loop. The look of the web interface is great, easy to follow and calls are easy to read. if an incident requires more than one team with the Vivantio system it is possible to easily set other IT support teams a set of subtasks that may be required to complete a solution, so many tasks can be assigned to one incident creating a master call in effect.

This software offers lot's of functionality, the client management features allows interaction with external and internal clients, calls can be managed easily and end users can track their own updates and call status. We find that Active Directory / LDAP Integration is most useful making it easy to configure and are able to use our own AD security groups to configure permissions to access ITSM We are able to manage end users incidents via Incident Management, offers great functionality keeping the user up to date with the progress of their call working towards a remedy, with automatic notifications when the call has been updated with new information with the Problem Management feature we are able to easily keep records of current workarounds that have been implemented until a more permanent fix has been sourced. Change Management - We use this for major changes to the network with our network team, and much more listed below. Ticket Templates Automated Ticket Routing Built in Reports Service Level Agreements (SLA) Asset Management / CMDB Asset Audit Trail Custom Report Builder Data Export (PDF, XML, CSV) Business Rules Engine Automated Escalation Rules Self-Service Web Portal Tasking Customizable Views Build-in Interactive Reports Custom Reports Builder Service Level Man

some features don't allow multiple close on calls, so if there are lots of tasks closing them in one go can't be done.

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

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.

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.

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

I am using the Vivantio ticketing tool since 2015 and it's user friendly tool. We can extract the reports in a simply way without any hassles. While view of current tickets status and customer information (for adding or removing), I am happy with Vivantio. However, I found some issues with checking view of last update on ticket as the frame of last update area is very small and it's not possible to expand (like drag to top/down). With this we need to copy the update from tool and paste in notepad or word document to read it fully. If Vivantio can focus more on this area it will really help the admins who work daily on Vivantio. Also, I found some issues at report builder area where we tried to pull some weekly statistics. After assistance from database team, we resolved those issue. I would recommend Vivantio team to focus more on reports area as it's very important to management who more relay on reports which required for customer interactions.

mainly the Vivantio ticketing tool is user friendly and easy to understand for all kind industries.

Lat update view frames were very small and it's not possible to expand where most of the engineers will have problem to view the updates.

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

features

UI

We use vivantio on a daily basis, and find it to be an exceptional and versatile tool, it makes tracking and linking of assets to " users" an easy task, the reports and dashboards which are in the system and can easily be created are also very versatile and provide a wealth of information, to such an extent that other areas of the business are now potentially looking at using vivantio as their ticketing system rather than it just being used by the IT Department. The support team is also exceptional, I can guarantee that when I raise a ticket I receive a response within a max of 10 mins with my reference number and 99.9% of the time when I get a written response and usually get a detailed guide on how to resolve my query. The overall application cannot be faulted and I would recommend the software to anyone.

it's easy to use once configured correctly the information you can get out of the system is very user friendly and easily accessible

If linked to active directory, if a user entry is removed from ad it is very hard to locate any previously raised incidents for the person.

Lacking some features - Would be nice to copy over Dashboard configuration over from one system area to another (Dashboards set up to show call closures in one system area (IT team) has to be set up a fresh when setting up new system areas (L&D team). Would be nice for these to be able to be copied over. Search feature is very temperamental, when searching free text in subject line / content / title it does pick up some calls even if you copy and paste the title. As a workaround its easier to so a search in the deleted item folder in outlook where email to ticket has been set up from. Other than that the product is easy to use and generally good quality apart from performance issues here and there. These are generally picked up with the Vivantio helpdesk who are normally very prompt in providing status updates. Regards Steven

Support / Ease of use

Search feature doesn't work well / Site should be updated with more useful guides

I am working with this tool since 2.5 years .Its very user friendly and very convenient to work with this tool when compared to previous tools which we have used. 1)We are Logging ticket for all clients. Through this tool itself . Vivantio is over major Ticketing tool. 2) This tool makes our work easier in term of ticket creation and time tracking ,Report pulls ,and graphical representation of Analysis . Its an industry-leading, award-winning service management software that can automate and streamline your organization's service desk. Finally, a Very well designed tool for Support Team 24*7 ,In a few clicks we can get all the ticket information .

Very good tool to work

I am very happy with the tool..I do not have any dislikes in viavantio.

Our company has been using Vivantio for over 10 years and have found it to be a very powerful tool for our global IT departments. All of our sites are able to coordinate helpdesk tasks, workflow tasks and infrastructure deployments in a very organized fashion. It allows us to communicate with one another and stay on top of frequent IT problems and issues. We have the ability to collaborate on issues and work on solutions together. The tools are very powerful and helpful in our day to day use. The software has many features that we haven't started using yet, but I'm sure we'll get around to them eventually.

Easy to use and lots of features

n/a

There are several times that our support line experienced downtime during shifts. That makes us unable to work on our tickets properly. Although, the support team of vivantio is very helpful, we wish you can lessen the downtime of the app on specially on the time we use it most.

It is capable of making reports that is easy to use and read.

unexpected times that it will decide itself that it will be unusable for sometime.

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.

We have been using Vivantio for over five years we have seen it evolve sometimes at our request but also as the product has been updated. We have had experience with other service desk products but our technicians and users prefer Vivantio products

Ease of use and flexibility

Costs

I use Vivantio extensively for Change Management. Vivantion simplifies the workflow by assigning the relevant tasks to the teams and make communication between departments and our end customer efficient.

Creation of tasks during change ticket.

compatibility with chrome