4.3
Overall rating
Reviews

4.3
Overall rating
Reviews

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 Support. By combining enterprise-level functionality with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, scalable, and fully configurable platform that empowers businesses to achieve service excellence. The platform scales to meet the complex needs of large multi-site organizations and high-growth businesses. Vivantio offers flexibility without sacrifice: - Future-proof your support teams with a solution that scales as you grow - Get enterprise-level functionality without the hefty price tag, lengthy implementation or annual price gouging - Centralize all your support teams – internal and external facing – in a single tool - Onboard in days -- not months -- with the help of a dedicated implementation manager - Connect with a real person on our in-house support team when you have a question - Configure to each team's needs without ever writing a line of code or shoulder-tapping a developer Key features include: - dashboards - charts and reports - routing and escalation - assignments - forms with custom fields - incident management, problem management, and change management - workflow tracking - configurable ticketing - knowledge management - branded self-service portals - CRM 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 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$59.00/month.

Starting Price:
US$59.00/month
Free Version:
No
Free trial:
Yes

Alternatives to Vivantio

Zoho Desk

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features...

TOPdesk

Making service happen with TOPdesk TOPdesk is an IT service management (ITSM) platform designed to help busy service...

HappyFox Help Desk

HappyFox is a cloud-based customer relationship management solution that provides help desk and ticketing solutions to...

Zendesk Suite

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal,...

Salesbook

SalesBook is an innovative sales and presentation solution for mobile sales teams. SalesBook enables the team to...

EcholoN

EcholoN is a customer service solution that enables businesses to streamline processes related to support tickets,...

Vivantio Reviews

Feature rating

Value for Money
4.3
Functionality
4.2
Ease of Use
4.2
Customer Support
4.4
5 reviews of 177 View all reviews
Verified Reviewer
  • Industry: Telecommunications
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 30/12/2018

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.

Polly Ann
  • 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.

Nathan
  • Industry: Construction
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
4
Ease of Use
2
Customer Support
4

3
Reviewed on 03/02/2017

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

Jonathon
  • 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.

Lee
  • Industry: Design
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 13/09/2023

Viviantio makes Service Easy(ier)!

Excellent tool for keeping all communication with the client and technician in the ticket in case we need to go back and look at responses or timelines.

Pros

Ease to create a ticket or respond to a clients service request.

Cons

There are still some features we are working with Viviantio on to see if they can help solve tracking issues for service contracts. Also trying to see if we can get necessary reports from the platform.

Related categories