About Vivantio

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled 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 and customer service. Key features include dashboards, charts and reports, routing, assignments and forms with custom fields. Vivantio also offers incident management, problem management, change management, workflow tracking and configurable ticketing. Based on need other features include help desk tools, call center elements and knowledge management. The system is compatible with Apple iOS and Windows and can be accessed from mobile devices remotely. Vivantio also offers client management, which allows users to input business logic to automatically route, assign and prioritize tickets based on location, client and more. Users can also create and manage service contracts. Vivantio offers services on an annual subscription basis. It also offers a perpetual license for a one-time fee. Support is available via phone, email and through an online knowledge base. Vivantio’s product set is comprised of four editions, Value, Vital, Velocity and Visionary, that align with a business’ immediate needs on a platform that can scale with their business: • VALUE: For those looking to centralize customer service operations and provide their teams with the tools to succeed • VITAL: Designed for growing service teams looking to improve their operations, improve efficiency and reduce costs • VELOCITY: Built to scale and meet complex service management needs across multiple teams and departments • VISIONARY: A totally flexible solution for global enterprise companies looking for white glove service Vivantio. Flexible Software. Focused Service.
Vivantio Software - CRM Management (For Customer Service Teams). For other internal service teams, this can be disabled.
Vivantio Software - Incident, Problem, Change and Service request views. The layout and fields for each ticket type are fully configurable.
Vivantio Software - Asset Management. Including impact maps with upstream and downstream configuration items.
Vivantio Software - Knowledge Management. Can be used internally, as well as published to the customer Self Service portal.
Vivantio Software - Optimize service with workflows and automation. Not just for ticket management, but also handles complex change requests.
Vivantio Software - Dashboards, Reports and Analytics. Pull from our report catalog, create your own reports with the report builder, or integrate with 3rd party tools like Microsoft PowerBI.
Vivantio video
Vivantio Software - CRM Management (For Customer Service Teams). For other internal service teams, this can be disabled. - thumbnail
Vivantio Software - Incident, Problem, Change and Service request views. The layout and fields for each ticket type are fully configurable. - thumbnail
Vivantio Software - Asset Management. Including impact maps with upstream and downstream configuration items. - thumbnail
Vivantio Software - Knowledge Management. Can be used internally, as well as published to the customer Self Service portal. - thumbnail
Vivantio Software - Optimize service with workflows and automation. Not just for ticket management, but also handles complex change requests. - thumbnail

Vivantio pricing

Vivantio does not have a free version but does offer a free trial. Vivantio paid version starts at US$42.00/year.

Starting Price:
US$42.00/year
Pricing Details:
Vivantio enables you to build a robust Service Management system that fits your organization by enabling only the features you need. Our editions are designed to align with your immediate needs on the same powerful platform that scales with your business. For Vital, Velocity & Visionary we offer concurrent licensing. A concurrent license sits in a license pool and is available on a first come, first served basis. Once a user logs out, the license becomes free for another user to use. It’s a great way to reduce license costs for infrequent users, shift workers and those with global support teams Volume discounts start at around 8 users and continue to rise every 5 to 10 users up to 25%. If you are a non-profit, charity or in education, expect to receive between 5 and 10% additional discount.
Free Version:
No
Free trial:
Yes

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Vivantio Reviews

Feature rating

Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4.5
5 reviews of 341,550 View all reviews
Verified Reviewer
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 14/06/2018

INTUITIVE TICKET MANAGEMENT SYSTEM

Every Day use uses little machine resources so other applications can run at the same time.
compatible with most commercial browsers.

Pros

Self contained tool with build in reports and logs, reliable for the most part. Very intuitive for the amateur user, Forgiving when errors occurs,

Cons

Occasionally crashes and some menus not coherent with others. No software is %100 reliable. It is improve daily

Sam L.
  • Industry: Hospital & Health Care
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 14/04/2021

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.

Alternatives Considered

TOPdesk, Zoho Desk, Zendesk and HappyFox Help Desk

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.
Darren G.
  • Industry: Financial Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
1
Customer Support
4

3
Reviewed on 31/01/2017

Excellent Product Support but lacking finer details

Vivantio offers a ITIL service desk software that we use for software support. In general I have found the solution not very user friendly and in the last 3 years of using it, I found that little has changed to the basic user functionality to improve this despite many feature requests to aid this. A key example of this is that, in 2017, it is still not possible for all emails in the system to show the pictures that are embedded.

In the past, we have found that the quality of the software updates to the system lacking basic QA process and it has become quite simple to find bugs in the new features.

I would say that the support team is very good at getting back to you within half a business day and providing us with workarounds of problems that we have highlighted.

Pros

User Support, Workflow module

Cons

GUI, speed of page loads, lack of updates to key functionality

Polly ann N.
  • Industry: Airlines/Aviation
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 06/04/2021

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.

Jonathon H.
  • Industry: E-Learning
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 06/04/2020

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.

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