Vivantio Reviews
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178 Reviews
- 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
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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
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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.
- Industry: E-Learning
- Company size: 501–1,000 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
Good value for money ITSM Tool for ITIL based Service Desks
Reviewed on 06/04/2020
I have had limited experience with Vivantio technical support and after sales however the interactio...
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.
- Industry: Information Technology & Services
- Company size: 51–200 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 6.0 /10
Great for small businesses, less good for large enterprises
Reviewed on 10/02/2017
Vivantio does what it says on the tin, and for a small organisation it does a fine job. The...
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
- Industry: Education Management
- Company size: Self Employed
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
One of the best customer management software
Reviewed on 08/07/2022
It provides customer service optimization and solutions. With Vivantio, businesses can achieve...
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.
Pros
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
Cons
There is not a lot to dislike about Viviantio. Maybe adding more simplicity to the software
Response from Vivantio
Thank you so much for your fantastic feedback Chrysanthos, it's great to hear that your business needs are being fulfilled by continual automation and functionality that our ITSM subscription offers. We continually strive to meet customer expectations and it's always lovely to hear such great feedback.
We really appreciate your constructive comments on setting up more simplicity to the software. It would be great to set up a call to discuss this further, this is to ensure we feedback details to our Product team as we continually strive for product excellence. Please do contact myself on [email protected] for any further feedback or assistance.
- Industry: Design
- 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
Excellent ITSM System, a must for all
Reviewed on 03/02/2017
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 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.
- Industry: Computer Software
- Company size: 51–200 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
Vivantio is a user friendly ticket tool
Reviewed on 03/02/2017
I am using the Vivantio ticketing tool since 2015 and it's user friendly tool. We can extract the...
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.
- Industry: Computer Networking
- Company size: 51–200 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 10.0 /10
Being on service desk on a 24/7 shift, Vivantio is the only tool which I prefer to work.
Reviewed on 03/02/2017
I am working with this tool since 2.5 years .Its very user friendly and very convenient 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.
- Industry: Aviation & Aerospace
- Company size: 11–50 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 9.0 /10
Vivantio Review
Reviewed on 15/04/2021
Pros
Cloud based application and ability to access everywhere
Cons
No major COns which is why this application was chosen
- Industry: Computer & Network Security
- Company size: 11–50 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 10.0 /10
Its the best tool which I have worked for evver
Reviewed on 11/01/2018
ticket system used to provide our time log on the work which we done
ticket system used to provide our time log on the work which we done
Pros
Very very user friendly.
every category is provided very clearly and easy to handle by every one.
No need of technical knowlege
Cons
Description area to be Increased. And not to edit the comment once done.
If that has been modified it will be the best tool ever In the market.
- Industry: Computer Software
- Company size: 10,000+ 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
User friendly
Reviewed on 31/01/2017
This is very user friendly software and can be used without much of training. The only add on I can...
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.
- Industry: Information Technology & Services
- Company size: 201–500 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 10.0 /10
Proactive Service
Reviewed on 31/01/2017
I use Vivantio on a daily basis as part of my IT support role. The upgrade that was done in 2014...
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
- Industry: Financial Services
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Lessen the downtimes
Reviewed on 01/02/2017
There are several times that our support line experienced downtime during shifts. That makes us...
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.
Pros
It is capable of making reports that is easy to use and read.
Cons
unexpected times that it will decide itself that it will be unusable for sometime.
- Industry: Insurance
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great for organizations who adapt ITIL
Reviewed on 01/02/2017
As an IT consultant and a Tier 3 escalations engineer, I am not a daily user of Vivantio Pro as I...
As an IT consultant and a Tier 3 escalations engineer, I am not a daily user of Vivantio Pro as I only deal with support tickets if they are escalated to me.
However, in working with the Level 1 support desk in our organization, who uses it on a daily basis and as a mission critical application, I hear very little complaints about it on a day-to-day basis. You could say that "no news is good news" regarding users and their perception of the quality of the application :)
Secondly, in my own experience, I find Vivantio Pro easy to use and efficient. I have rarely experienced Vivantio technical issues and if there issues with access to the site, the resolution time has been more than acceptable.
Lastly, and probably most importantly, as a person who recently joined a global organization who is highly client focused and uses ITIL framework and methodologies as means to be client focused, Vivantio Pro is a good fit as it offers an adaptable and wholistic approach to IT service managment.
Pros
Adaptable an ITIL focused
Cons
More value for the money.
- Industry: Telecommunications
- Company size: 5,001–10,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Level 3 Support
Reviewed on 03/02/2017
Working with other service/ticket queues I have found that Vivantio is easy to use. I would like to...
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.
Pros
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.
Cons
Need better tracking of tickets completed/closed per department, person. Graphs are now good at ticket counts.
- Industry: Financial Services
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Everyday User
Reviewed on 03/02/2017
Sometimes, the screen times out on me when I am in the middle of communicating with a client, which...
Sometimes, the screen times out on me when I am in the middle of communicating with a client, which is why I gave the 'Overall Quality' only 3 starts. All I have to do is refresh and it works fine, but it is kind of annoying.
Other than that, the system works great and I can always communicate with the client effectively and efficiently.
Pros
Variety of features
Cons
It can be clunky sometimes, the system "times-out" and I have to hit refresh to continue working.
- 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 9.0 /10
Change Management Made Simple
Reviewed on 03/02/2017
I use Vivantio extensively for Change Management. Vivantion simplifies the workflow by assigning...
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.
Pros
Creation of tasks during change ticket.
Cons
compatibility with chrome
- Industry: Restaurants
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Good bang for the buck
Reviewed on 31/01/2017
Nice basic feature set, but customizing comes with a price. Could be a little more flexible, but...
Nice basic feature set, but customizing comes with a price. Could be a little more flexible, but overall has a good workflow. Significant improvement over the previous generation client. Very rare outages, and quite fast for a web based client.
Pros
Web based, and fast if you have a fast internet connection.
Cons
Could be more flexible in conforming to our workflow. Some options are not customizable, and some are, at a price.
- Industry: Retail
- Company size: 5,001–10,000 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 6.0 /10
Its good but needs improvement
Reviewed on 31/01/2017
There are some issues. It needs looking at. Rather than making us change passwords suddenly, you...
There are some issues. It needs looking at. Rather than making us change passwords suddenly, you should notify us in advance. I one day had an emergency and needed to log in, but I had to change the password which wasted a little bit of critical time.
- Industry: Financial Services
- Company size: 10,000+ 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 10.0 /10
Vivantio Review
Reviewed on 31/01/2017
Vivantio was easy to work with and willing to meet the needs of our company. Customer support was...
Vivantio was easy to work with and willing to meet the needs of our company. Customer support was outstanding and the software very easy to use. Great bang for the buck.
Pros
ease of use , support
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Good
Reviewed on 19/12/2017
Pros
Easy to use and very fast responsive tool and it is highly recommended to use .Easy to create a ticket with this tool.
Cons
Nothing much to discuss about cons it is good but some times it may delay in triggering of tickets but it resolved very fast by team.
- Industry: Hospitality
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
We love Vivantio!
Reviewed on 03/02/2017
So far, the customer support has been great and we really enjoy working with the Vivantio Team! We...
So far, the customer support has been great and we really enjoy working with the Vivantio Team! We look forward to growing with the company and hopefully work with the team to get some of the features not currently available.
Pros
It's easy to use and the cost is great compared to other systems on the market with less features.
Cons
There are some features missing that would make the system so much easier, like in the Asset area; we need to be able to see the user an item is attached to and the description. It's very hard to tell what an item is based on a serial or ID number in the deafult view which means you have to go into each enter to view those details and it's a huge pain. It's my least favorite thing about the system.
Also, I LOVE to customize things so, the more customization options there are the better, for me.