User Reviews Overview
About Vivantio
Founded in 2003, Vivantio is a leading provider of service management software for both internal- and external-facing teams. Centralize your service operations across IT, HR, GRC, Facilities, Finance, Legal and B2B Customer...
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- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
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.
- Industry: Hospital & Health Care
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
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 Switching to 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.- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Vivantio Review
Pros
The ability to run monitor and manage tickets via incident reporting. Alerts and management tools are very useful and it is great and customisable for out needs.
Cons
The mobile version isn't the easiest to use at the moment.
Top Vivantio Alternatives
- Industry: Construction
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
My Vivantio Review
Overall, vivadesk is quite good. the incident management and notes being dislayed on the main screen is very good. i'd prefer if the calls could be viewed in one form, that I could scroll though. the tabs are quite slow to transition and throughout the day this adds up. if all the information was available from one scrollable page, that would be great
Pros
Overall, vivadesk is quite good. the incident management and notes being dislayed on the main screen is very good.
Cons
i'd prefer if the calls could be viewed in one form, that I could scroll though. the tabs are quite slow to transition and throughout the day this adds up. if all the information was available from one scrollable page, that would be great
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Easy 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: Airlines/Aviation
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: E-Learning
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Outsourcing/Offshoring
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Ease of Use
Pros
Its user friendly interface, very easy to understand even for beginners
Cons
Sometimes it hangs and lags the computer
- Industry: Outsourcing/Offshoring
- Used Daily for 2+ years
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Review Source
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
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Vivantio Review
we have been using Vivantio for the past 4 years. To date we have been pleased with the product. From an end user perspective it is simple and easy to use. From a tech perspective, since i administer the system, has been easy to configure. I am very pleased with the Support that we receive, Andrew Stevens has been awesome. He has worked very hard to ensure that the system meets our business needs. Whenever we have requirement he is constantly finding ways to be able to implement them. There still are areas where there can be some improvements, would like to see better dashboards and reporting.
Pros
Ease of use and configuration
Cons
Dashboards and reports
- Industry: Information Technology & Services
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Getting Our Monies Worth
Are are taking more than full advantage of the ITSM offering from Vivantio. We have a LARGE number of advanced features being used. Although sometimes we suffer some performance slumps for a good percentage of the time the system does what we need.
The Vivantio ITSM software doesn't have some of the customisation skills that other offerings out there, but because of this any issues we do experience are fixed quickly by there support team.
Pros
SaaS offering, Customer Portal, and easy Email to Ticket integration
Cons
Limitied customisation
- Industry: Information Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Great value for money
We are an IBM business that used an ageing system for both our customers and internally. ofter seveal other products being tested prior to Vivantio. After testing the product first hand and now implementing it accross our organisation I can firmly say that we made the right decision choosing Vivantio.
the product itself is easy to use for my employees and customers alike. Its also great value for moey which is generally quite hard to find now a days.
Pros
Useability
Cons
Down time
- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Its the best tool which I have worked for evver
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: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Excellent Tool and Excellent Customer service
Previuosly we used Maximo as our ticketing tool, When compared to the Maximo the VIvantio is excellent and the cusotmer service is also very satisfactory.The ease of using the tool os very easy
Pros
I like the fast logging of the tcikets with out failing our SLA
Cons
I can say some times while loggig the problem tickets it leads confusion
- Industry: Telecommunications
- Company size: 5,001–10,000 Employees
- Used Daily for 6-12 months
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Review Source
Level 3 Support
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: Facilities Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
A First Class Service
New post - receptionist - great for keeping people in the loop, everyone has access. User friendly programme can't wait to have a go at "Reports"
Pros
Everyone has access and can be kept up-to-date
User Friendly
Good tool when not on same working sites
Cons
Nothing at the moment (new user)
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Great potential, needs more reliability
"Performance..." and "Active Incidents" tab do not work over %50 of the time.
Incidents that are merged can not be unmerged.
Great tracking of old incidents
Pros
Very productive database management when it works
Cons
features stop working. Freezes often. Direct contact
- Industry: Information Technology & Services
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
I'm here for the 20$
So far so good. Been using your ticket system for 3 years now. We sometimes experience slowness issue but its usually resolve after a few sec/min or once we reported it. Customer service is fast and reliable.
Pros
Easy to use and navigate.
Cons
The need to log everyday.
- Used Daily for 2+ years
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Review Source
Basic service desk product
We use Vivantio for some years now, it does the job, so no issue there. But, it's not mobile device friendly, so if you would like to use it on a tablet or a phone, reconsider.
Pros
it works
Cons
it doesn't look 2017, it doesn't work on the mobile devices
- Industry: Aviation & Aerospace
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Vivantio Review
Pros
Cloud based application and ability to access everywhere
Cons
No major COns which is why this application was chosen
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Over all Vivantio is an awesome tool.
We use Vivantio as our ticketing tool. I have hands on experience with this tool, we do keep our data in the form of tickets in vivantio. Usually I update close and moving to different states of tickets which are assigned on my name. Its very easy to use and quick in response.
Pros
Its interface is very user friendly.
Cons
No Comments, in fact I love this tool
- Industry: Hospitality
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
We love Vivantio!
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.
- Industry: Outsourcing/Offshoring
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Vivantio review
Its hard to tell who is in what groups from an end user perspective. Grouping seems wrong but you have no idea who is supposed to be in a group. Alerts are misdirected. Should have API hooks to automate solutions.
Pros
Ease of use
Cons
lack of transparency. cannot easily track a items history.
- Industry: Banking
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
IT Infrastructure
Overall it's not a bad product but I would prefer a separate pop up window to print off a request. Their are some functional changes too but nothing too big.
Pros
The customizing
Cons
No separate pop up window to print requests
