Vivantio
About Vivantio
Founded in 2003, Vivantio is a leading provider of service management software for both internal- and external-facing teams.
By combining enterprise-level functionality with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, scalable, and fully configurable platform that empowers businesses to achieve 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, HR and B2B customer support.
Key benefits of Vivantio
Vivantio offers flexibility without sacrifice.
- Future-proof your support teams with a solution that scales as you grow
- Get enterprise-level functionality without the hefty price tag, lengthy implementation or annual price gouging
- Centralize all your support teams – internal and external facing – in a single tool
- Onboard in days -- not months -- with the help of a dedicated implementation manager
- Connect with a real person on our in-house support team when you have a question
- Configure to each team's needs without ever writing a line of code or shoulder-tapping a developer
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Reviews
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- Industry: Outsourcing/Offshoring
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Ease of Use
Reviewed on 10/09/2023
Pros
Its user friendly interface, very easy to understand even for beginners
Cons
Sometimes it hangs and lags the computer
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Easy ticket system
Reviewed on 13/09/2023
Its good to use but we have never used another ticket system
Its good to use but we have never used another ticket system
Pros
Easy to use, the company is integrated with it
Cons
adding assets cannot be done in bulk, they all have to be added separately
- Industry: Real Estate
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 5.0 /10
Initial thoughts
Reviewed on 02/02/2017
I have not used customer support and do not know whether this is value for money as I am not...
I have not used customer support and do not know whether this is value for money as I am not involved in procurement. I am an analyst and our team use it to manage our workload. I have to say I don't find it very easy to use when I have to add a customer's service request retrospectively (ie. they have not requested reports via Viva desk but by email for example). Then finding the service request afterwards can be tricky once added. If you save without populating all the fields, just the 'red' compulsory ones, then the case does not save but simply disappears but it doesn't prompt you to fill anything else.
Pros
If customer's use it its a good way of tracking service requests
Cons
see previous comments, regarding adding retrospective requests. Also you do not have an Industry for Housing or Property Development on your list. I have previously worked in investment banking and also venture banking but now work for a charitable housing association (wanted to be part of a business with social objectives). Have therefore had to select 'real estate' as this is the nearest but as one of southern England's largest housing associations, we provide homes for more than 67,000 people.
- Industry: Airlines/Aviation
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Best Part of Vivantio has been the Approval Process
Reviewed on 06/04/2021
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.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Our IT support staff use this software to manage helpdesk calls efficiently, great for all...
Reviewed on 15/02/2018
: Vivantio is a great (ITSM) system for helpdesk and support teams, the system itself comes with a...
: 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.
Vivantio FAQs
Below are some frequently asked questions for Vivantio.Q. What type of pricing plans does Vivantio offer?
Vivantio offers the following pricing plans:
- Starting from: US$59.00/month
- Pricing model: Subscription
- Free Trial: Available
The Vivantio Platform provides multiple licensing options (named, concurrent, mixed, pools) to help you maximize your investment and keep your whole service team connected. Price includes: -Every Vivantio feature -Choice of data centers -In-house Professional Services -Customer Success Manager -Vivantio US & UK Telephone, Email and Self Service Support Volume discounts start at around 15 users and continue to rise to 40%. Educational institutions automatically qualify for a 5% discount; non-profits for 10%.
Q. Who are the typical users of Vivantio?
Vivantio has the following typical customers:
501–1,000, 1,001–5,000
Q. What languages does Vivantio support?
We do not have any information about what languages Vivantio supports
Q. Does Vivantio support mobile devices?
Vivantio supports the following devices:
Q. What other apps does Vivantio integrate with?
Vivantio integrates with the following applications:
Azure Active Directory, Azure DevOps Services, Datadog, Gmail, Jira, Lansweeper, Loggly, Microsoft 365, Microsoft Azure, Microsoft Teams, New Relic, Okta, OpsGenie, PagerDuty, Salesforce Platform, Slack, Spiceworks Cloud Help Desk, Twilio
Q. What level of support does Vivantio offer?
Vivantio offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat
Related categories
See all software categories found for Vivantio.
- Knowledge Management Software
- Help Desk Software
- ITSM Tools
- IT Asset Management Software
- Issue Tracking Software
- IT Service Software
- Service Desk Software
- Customer Service Software
- Customer Support Software
- Customer Success Software
- CRM Software
- Customer Engagement Software
- Customer Satisfaction Software
- Customer Experience Software
- Knowledge Base Software
- IT Management Software
