Vivantio Pro

Vivantio Pro

Flexible, Trusted, Reliable Service Desk Software

4.3/5 (71 reviews)

Vivantio Pro Overview

Vivantio Pro is much more than simply ticketing software. Vivantio Pro is a complete IT service management solution that includes Help Desk - Asset Management - AD / LDAP Sync - Change Management - Knowledge Base - Self Service web portal - Single Sign-On - KPI Analytics Reporting - and much more. Vivantio Pro provides automation and streamlines your IT support workflow so that your team can respond and deliver resolutions to end users more efficiently, while reducing overall IT costs.

Pricing

Starting from
$60/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
85% positive reviews
33
Excellent
27
Very good
9
Average
2
Poor
0
Terrible
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
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
David L.

Excellent Product

Used Daily for 2+ years
Reviewed on 2017/01/31
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Naechane R.

Proactive Service

Used Daily for 2+ years
Reviewed on 2017/01/31
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
David C.

A solid incident management tool.

Used Daily for 2+ years
Reviewed on 2017/07/14
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10

Vivantio Pro Pricing

Starting from
$60/month
Pricing options
Free Trial
Subscription
Value for money

The Vivantio Platform provides multiple licensing options to allow you to maximize your investment and keep your whole service team connected.

Vivantio Pro Features

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

  • Access Control
  • Activity Tracking
  • Automatic Notifications
  • Collaboration Tools
  • Data Import/Export
  • Monitoring
  • Projections
  • 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 Pro's 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: $60/month

Pricing model: Subscription

Free Trial: Available

The Vivantio Platform provides multiple licensing options to allow you to maximize your investment and keep your whole service team connected.

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

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