Vivantio Pro

Vivantio Pro

Flexible, Trusted, Reliable Service Desk Software

4.3/5 (161 reviews)

Vivantio Pro Overview

Vivantio offers leading, flexible service management software that meets the demands of any service teams across an entire organization without being cost- or growth-restrictive. Our platform is ideal for mid-size companies and smaller business with a growth trajectory across a multitude of industries.

By centralizing service management operations, companies can reduce licensing costs, improve inter-departmental efficiencies, share knowledge and centralize management reporting, allowing business owners and department heads to focus on the true cost of service delivery and measure service excellence.

Pricing

Starting from
US$48,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Canada, Europe, Latin America, Mexico, United Kingdom, United States

Supported Languages

English, French, Hungarian, Spanish

Vivantio Pro Reviews

Overall rating
4.3/5
83% positive reviews
74
Excellent
60
Very good
24
Average
3
Poor
0
Terrible
Andy S.

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

Used Daily for 2+ years
Reviewed on 2018/02/15
Review Source: Capterra

: 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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Geoffrey W.

Great for small businesses, less good for large enterprises

Used Daily for 2+ years
Reviewed on 2017/02/10
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

6.0/10
Andy S.

Excellent ITSM System, a must for all

Used Daily for 2+ years
Reviewed on 2017/02/03
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Ashok R.

Vivantio is a user friendly ticket tool

Used Daily for 2+ years
Reviewed on 2017/02/03
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Jamie A.

Good features, but Interface could be improved

Used Daily for 2+ years
Reviewed on 2017/02/01
Review Source: Capterra

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

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

7.0/10

Vivantio Pro Pricing

Starting from
US$48,00/month
Pricing options
Free Trial
Subscription
Value for money

Our pricing model is flexible, unique to the buyer and based on volume.

Vivantio Pro Features

  • API
  • Activity Dashboard
  • Alerts / Escalation
  • Application Integration
  • Auditing
  • Customizable Reporting
  • Drag & Drop Interface
  • SSL Security
  • Third Party Integration
  • Workflow Management

  • Access Control
  • Activity Tracking
  • Automatic Notifications
  • Collaboration Tools
  • Data Import/Export
  • Monitoring
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics

Additional information for Vivantio Pro

Key features of Vivantio Pro

  • Active Directory / LDAP Integration
  • Asset Audit Trail
  • Asset Management / CMDB
  • Automated Escalation Rules
  • Build-in Interactive Reports
  • Business Rules Engine
  • Custom Reports Builder
  • Customizable Views
  • Email-to-Ticket
  • Interactive Dashboards
  • Point-and-Click Codeless Configuration
  • Service Level Agreements (SLA)
  • Tasking

Benefits

Vivantio exclusive "Ticket Types" framework allows your organization to uniquely configure, track, & fulfill multiple types of requests from virtually any department (IT, Facilities, HR, Marketing, etc.).

Clear-cut pricing, a flexible licensing model and in-house implementation, training and support ensure a valuable return on investment.

Vivantio Pro FAQs

Below are some frequently asked questions for Vivantio Pro.

Q. What type of pricing plans does Vivantio Pro offer?

Vivantio Pro offers the following pricing plans:

Starting from: US$48,00/month

Pricing model: Subscription

Free Trial: Available

Our pricing model is flexible, unique to the buyer and based on volume.

Q. What are the main features of Vivantio Pro?

Vivantio Pro offers the following features:

  • Active Directory / LDAP Integration
  • Asset Audit Trail
  • Asset Management / CMDB
  • Automated Escalation Rules
  • Build-in Interactive Reports
  • Business Rules Engine
  • Custom Reports Builder
  • Customizable Views
  • Email-to-Ticket
  • Interactive Dashboards
  • Point-and-Click Codeless Configuration
  • Service Level Agreements (SLA)
  • Tasking

Q. Who are the typical users of Vivantio Pro?

Vivantio Pro has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

Q. What languages does Vivantio Pro support?

Vivantio Pro supports the following languages:

English, French, Hungarian, Spanish

Q. What type of pricing plans does Vivantio Pro offer?

Vivantio Pro has the following pricing plans:

Subscription

Q. Does Vivantio Pro support mobile devices?

We do not have any information about what devices Vivantio Pro supports

Q. What other apps does Vivantio Pro integrate with?

Vivantio Pro integrates with the following applications:

Gmail, JIRA Software, Office 365, Slack

Q. What level of support does Vivantio Pro offer?

Vivantio Pro offers the following support options:

FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials