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,...


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165 Reviews of Vivantio

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Showing 1 - 20 of 165 results

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June 2018

Anonymous

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

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

April 2021

Sam from Great North Air Ambulance Service

Company Size: 51-200 employees

Industry: Hospital & Health Care

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

January 2017

Darren from Willis Towers Watson

Company Size: 10,000+ employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

1.0

Value for money

3.0

Customer support

4.0

Functionality

3.0

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

April 2021

Polly Ann from ATS

Company Size: 1,001-5,000 employees

Industry: Airlines/Aviation

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

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.

April 2020

Jonathon from Harper Adams University

Company Size: 501-1,000 employees

Industry: E-Learning

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

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.

February 2018

Andy from Ricardo Rail

Company Size: 1,001-5,000 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2018

Our IT support staff use this software to manage helpdesk calls efficiently, great for all businesse

: 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.

Pros

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

Cons

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.

July 2017

David from CPS

Company Size: 11-50 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

4.0

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.

May 2018

Victor Hugo from iQor

Verified Reviewer

Industry: Outsourcing/Offshoring

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

May 2018

It is a good software to manage your work.

Is a good administration for work

Pros

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.

Cons

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

April 2021

Eugene from Bermuda Civil Aviation Authority

Company Size: 11-50 employees

Industry: Aviation & Aerospace

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

April 2021

Vivantio Review

Pros

Cloud based application and ability to access everywhere

Cons

No major COns which is why this application was chosen

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2018

The best solution for many management services

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

Pros

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.

Cons

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.

February 2017

Geoffrey from Intelligent Environments

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

2.0

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

Andy from Ricardo

Company Size: 1,001-5,000 employees

Industry: Design

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2017

Excellent ITSM System, a must for all

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 a incident requires more than one team with the Vivantio system it is possible to easily set other IT support teams a set of sub tasks that may be required to complete a solution, so many tasks can be assigned to one incident creating a master call in affect. There are lots of other functions and features, all configurable but just too many too mention, in a nut shell and a 360 view on this system, to put it bluntly it's a fantastic system that does basically what it says on the tin, I would recommend the Vivantio system to other businesses as this system in my opinion is much further ahead than others.

Pros

Keeps the users in the loop with updates on incidents, being able to assign tasks to one incident for different team members

Cons

when a users out of office is on and closing a call the out of office response reopens the call so the IT analyst has to remember to uncheck inform user to prevent the automated email informing them that the call was closed avoiding the out of office reopening the call.

February 2017

Ashok from Portal private Limited

Company Size: 51-200 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

February 2017

Vivantio is a user friendly ticket tool

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.

Pros

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

Cons

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.

February 2017

Jamie from Orridge

Company Size: 1,001-5,000 employees

Industry: Retail

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

2.0

Customer support

2.0

Functionality

4.0

February 2017

Good features, but Interface could be improved

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

Pros

features

Cons

UI

January 2017

tony from NG Bailey

Company Size: 1,001-5,000 employees

Industry: Mechanical or Industrial Engineering

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2017

Vivanto ITSM great software in an easy to use package

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.

Pros

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

Cons

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.

February 2017

Steven from Southern Housing Group

Company Size: 501-1,000 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

3.0

February 2017

4/5 - Pretty good product.

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

Pros

Support / Ease of use

Cons

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

February 2017

Desu from Chooseportal PVT Lmtd

Company Size: 51-200 employees

Industry: Computer Networking

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2017

Being on service desk on a 24/7 shift, Vivantio is the only tool which I prefer to work.

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 .

Pros

Very good tool to work

Cons

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

January 2017

David from Corporate Project Solutions

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

January 2017

Excellent Product

Having worked in IT support for a number of years across different industry sectors, I have used a number of different Helpdesk ticketing/service management products. Vivantio is easy to modify which makes it easy to give a better quality environment and ensure good adoption rates from your users. The customer portal we set up has been very well received. It's quick, responsive and overall the best product I've used! Highly recommended!

Pros

Easy and quick to modify and use. Ability to monitor a raft of IT Services such as change management, service desk tickets, problem management. Aligns to ITIL best practices.

Cons

Web views can sometimes be slow to update and cannot switch easily between windows if you need to go back and check something.

January 2017

Mayank from iQor

Company Size: 10,000+ employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

January 2017

User friendly

This is very user friendly software and can be used without much of training. The only add on I can recommend is that there should be some help videos for anyone new and/or FAQs which should help most of basic and general queries resolved so that unnecessary feedback is not provided.

Pros

Ease of use. This software does not need much of training and is very user friendly as far as my experience is concerned.

Cons

There should be some FAQs which should be good library for users in doubt, so that most of things do not need to be sent via feedback.

January 2017

Naechane from Royal Academy Of Music

Company Size: 201-500 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2017

Proactive Service

I use Vivantio on a daily basis as part of my IT support role. The upgrade that was done in 2014 has been fantastic. On occasions there may be so slow processing but the customer service department are always proactive in informing us of any technical issues they are experiencing with the service that affects us as the customer.

Pros

Easy to use Quick and responsive expansive and through

Cons

search criteria can be sometime confusing when trying to search for calls users or assets without the IN number