Vivantio ITSM

4 / 5 82 reviews

Who Uses This Software?

Vivantio Pro streamlines service workflow and reduces overall IT costs for organizations in a variety of industries, including government, healthcare, manufacturing, financial services and retail.


Average Ratings

82 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $60.00/month/user
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
  • Training
    Documentation
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Vivantio
  • www.vivantio.com/
  • Founded 2005
  • United States

About Vivantio ITSM

Vivantio ITSM is the most flexible, reliable, trusted service management solution on the market. The platform scales to meet the complex business needs of large, multi-site organizations, is cost-effective thanks to the unmatched value of flexible licensing and provides insight into all your service efforts with intuitive custom reporting. And it's all backed up by an Vivantio's renowned support and implementation teams, here to bring your ideal service management vision to life.


Vivantio ITSM Features

  • Availability Management
  • Change Management
  • Configuration Management
  • Contract Management
  • Dashboard
  • Incident Management
  • Problem Management
  • Release Management
  • Self Service Portal

Vivantio ITSM Reviews Recently Reviewed!

I use vivantio every day as ticketing software

Aug 15, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I like the filters the best. With the filters I can usually find what I am looking for easily. The sorting option works well too.

Cons: It can be very laggy at times and I have verified that this is not a network issue. This often occurs when updating , submitting, or closing a ticket.

Overall: I used servicenow before Vivantio, and the difference is like night and day with Vivantio being the better choice.

It is very easy tool which is user freindly and have many options for the report.also it is easy

Aug 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is very easy to log the tickets and to log the time record and also we ca easily caculate the daily time log as graphical representation.Also it is easy to search incidents and requests through key points

Cons: Nothing is least like in this tool but some times the serching of incidents and requests arr not occurate which we sort it out with customer service

Overall: Loggiging of the tickets like incidents requests abd problems and also logging our time record on daily basis .also report pulling from the tool

Excellent Tool, Could use a few more features.

Apr 14, 2017
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Excellent for managing support tickets and SLA. Could use more customizable features such as the ability to create custom email response templates when notating a ticket. Many of our ticket responses can be copy/paste. The ability to create custom responses within Vivantio would save the end user Tech a lot of time.

Excellent Tool and Excellent Customer service

Feb 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

Overall: 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

Recommendations to other buyers: For me, I am completely satisfy with the tool

very good service

Feb 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: My experience is very good because the Software have is a ease of use with the assigned, closed and open of ticket for the user.

Good Ticketing Tool

Feb 07, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use
Light, pulls up quickly.

Cons: Active ticket section doesn't display the intended results often.

Overall: I've been using various ticketing tool for monitoring tickets but vivanto seems to be the lightest and most efficient tool till date.

Recommendations to other buyers: NA

Reviewing after 6 months of usage

Feb 07, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - I don't see any slowness in terms of performance
- I don't see any major outages which can interrupts business
- User friendly and is easy to administer
- Good support

Cons: - The report Builder which is used for reporting could be enabled with advanced features of reporting.

Overall: First thing I would like to convey is about the easy options in Vivantio. It is very easy to understand, to raised ant kind of tickets, to report and to maintain a Knowledge base. I have raised some of the issues with Vivantio Support especially working on reports, the support was quick and is persistent till it get resolved.

Recommendations to other buyers: - The report Builder which is used for reporting could be enabled with advanced features of reporting.

User Friendly Application

Feb 06, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I can access application from email.

Cons: N/A

Overall: This application is very easy to use and simple to understand. I like the way I can go to the ticket from my email so I can sort first come first serve.

Recommendations to other buyers: N/A

Great potential, needs more reliability

Feb 06, 2017
2/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Very productive database management when it works

Cons: features stop working. Freezes often. Direct contact

Overall: "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

Vivantio- Liaison Review

Feb 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Communication with the customer service team has been good. The ticketing system is much more user-friendly than our last system!

Over all Vivantio is an awesome tool.

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Its interface is very user friendly.

Cons: No Comments, in fact I love this tool

Overall: 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.

Recommendations to other buyers: In the ticket logs History filed is not allowed to expand, so we need to view all our updates by scrolling down. Its better to have an expansion to this area.

4/5 - Pretty good product.

Feb 03, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Support / Ease of use

Cons: Search feature doesn't work well / Site should be updated with more useful guides

Overall: Lacking some features - Would be nice to copy over Dashboard configuration over from one system area to another (Dashboards set up to show call closures in one system area (IT team) has to be set up a fresh when setting up new system areas (L&D team). Would be nice for these to be able to be copied over.

Search feature is very temperamental, when searching free text in subject line / content / title it does pick up some calls even if you copy and paste the title. As a workaround its easier to so a search in the deleted item folder in outlook where email to ticket has been set up from.

Other than that the product is easy to use and generally good quality apart from performance issues here and there. These are generally picked up with the Vivantio helpdesk who are normally very prompt in providing status updates.

Regards
Steven

Simple and easy tool to use.

Feb 03, 2017
3/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to use

Cons: Slow, CSS is not very pretty.

Overall: This tool is one of our basic tools here at Managed services. We use it daily for our ticketing system.

It has improved a lot since last year but there are still a couple of things that need improvement.

1) It needs to speed up a bit. Sometimes the website is a bit slow and the whole experience is frustrating.

2) You cannot download multiple files at once. For example, if you have more than one file attached in a ticket, you have to manually download them one by one.

3) It does not work very well in 4:3 screens, but this is undersandable. :)

4) Under Company/Contacts, you used to see a lot more information, such as phone numbers. Now this functionality is lost.

5) Every time we raise a change, the suggested articles are being randomly displayed, in which have nothing to do with the change itself.

For arguments sake, lets say that there are 2 articles: one that explains how to plant trees and another on how to do groceries. Now if you raise a change (i.e on fixing your car) , it shows the 2 articles as "suggested". In reality, these 2 articles have nothing in common with the change itself!

Recommendations to other buyers: External authentication would be a plus (such as AD, google, linkedIn).

Good To manage and coustomizable

Feb 03, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Good to use and assigning the tickets and maintain the status of tickets is very good feature.
It is also manage the history of the tickets so that we can get a basic idea if any case it reporn the tickets.

Thanks
Minaketan Mishra

Extra Plus

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have been use this for all my personal and business project with a complete satisfaction so I will give a ++++

Excellent ITSM System, a must for all

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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.

Overall: 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.

Recommendations to other buyers: it's great, its flexible, highly configurable, like anything there is always room for improvement but its far ahead that some of the other ITSM systems I've used

Powerful, enjoyable and great service, but...

Feb 03, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I'm the admin for Vivantio ITSM in our business. I've also been admin for a handful of other ticket logging tools over the years and this one has some serious benefits which I'll be sad to miss out on if I move company in the future. It has a good amount of configuration options that make the tool extremely flexible and most things you'd like to achieve can be, one way or another. It's this aspect which is so enjoyable - their business rule builder, report builder etc. allow for creative logic to get things done.

However, my love/hate opinion on the system comes from their customer support. They're great in that they're responsive, I've never had to wait more than a few hours for a response to a query I've made. They almost always come up with an answer that is suitable, or fix my issue by passing onto their (very active) developers. And here's the but... sometimes they can be a bit too accommodating. I have been known to ask for some pretty elaborate changes to the tool, to do things that really would only be of benefit to my company for example, and their answer is always that they've added it to their future development schedule. I think I'd rather a 'no' in these cases, because I'm left wondering when I'm going to get these changes. And they're numerous. Oh well, maybe one day I'll be pleasantly surprised, until then I'll wait in anticipation.

Getting Our Monies Worth

Feb 03, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: SaaS offering, Customer Portal, and easy Email to Ticket integration

Cons: Limitied customisation

Overall: 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.

Recommendations to other buyers: A more mature API would massively aid integrations in/out of Vivantio

Everyday User

Feb 03, 2017
3/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Variety of features

Cons: It can be clunky sometimes, the system "times-out" and I have to hit refresh to continue working.

Overall: 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.

Amazing piece of Kit!!!!!!

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use

Cons: Unsure how well it will cope with further larger expansion and systems integration

Overall: This system is going to help our company and our customers become more in sync with each other. It is going to enable to production of tools and processes that are simple, efficient and easy to monitor/edit. Will stop the lack of reporting and integration of systems and finally enable our company to accurately report instances for our customers with little to no delay. Also enables our customers to use our systems and have more accuracy in their own reporting. This will truly help everyone involved with TVF evolve.

Recommendations to other buyers: Enjoy how easy it is too use, and really relish the difference it makes to your business by having this system installed.

Ian Martin

Feb 03, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: The overall product is good but functionality is limited at this point due to the way it has been configured by ourselves

Excellent Software for Global IT use

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use and lots of features

Cons: n/a

Overall: Our company has been using Vivantio for over 10 years and have found it to be a very powerful tool for our global IT departments. All of our sites are able to coordinate helpdesk tasks, workflow tasks and infrastructure deployments in a very organized fashion. It allows us to communicate with one another and stay on top of frequent IT problems and issues. We have the ability to collaborate on issues and work on solutions together. The tools are very powerful and helpful in our day to day use. The software has many features that we haven't started using yet, but I'm sure we'll get around to them eventually.

Recommendations to other buyers: n/a

Works as intended.

Feb 03, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Customisability

Cons: Speed of use could do with a little improvement

Overall: Has always been easy to use and the support we received has been almost perfect.
Only some minor issues in updating and customizing the customer facing self-service portal which doesn't include all the options we need.
Other than that, more than happy to use Vivantio in future.

Recommendations to other buyers: Nothing

Excellent Tech Resource

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Easy to use, plenty of functions and customization options to streamline ticket data to optimize ticket process and SLA management.

Qdesk Vivantio - Alex Matoso

Feb 03, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: It is the first time I'm using Qdesk Vivantio and it is very friendly and easy to use. For our support daily activities, it works very well.

ITSM with ease

Feb 03, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease use of use and adaptability

Cons: API integration

Overall: Vivantio offers you the platform to implement ITSM easily by making use of the available modules. The short learning curve afford makes it easy for widespread adoption in the Enterprise.

My Vivantio Review

Feb 03, 2017
3/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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

Overall: 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

very good and easy to understand

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: vivantio is very good and easy to understand . you can track any thing very easily , weather it is any kind of ticket or any work order or any task.

Vivantio review

Feb 03, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: One of the best tools in the market. User friendly with robust features. Add a search filter using names.

Change Management Made Simple

Feb 03, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Creation of tasks during change ticket.

Cons: compatibility with chrome

Overall: 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.

Alex's Review, very pleased.

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy of use, simple and direct and with the full coverage of the different cases of requests.

Cons: Maybe the existing user's DB. Sometimes is difficult to find a user registered at NT and HR but not in vivantio page.

Overall: This is much simpler compared to many others that during the years company has worked. Specially about the ID of the incident/ticket, it is single one and through that you work all long until close it.

Recommendations to other buyers: Not at all. Good job guys. This is what we need.

No problems to report

Feb 03, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use. I can get to my teams tickets quickly, and deal with them fast.

Cons: Can't find any.

Overall: We transferred our employee services to Vivantio and have a better SLA and track record of fixing peoples problems.

We have more trust and employee engagement as a result.

Vivantio is a user friendly ticket tool

Feb 03, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Overall: 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.

Recommendations to other buyers: It would be great if Vivantio team can look at frame size and add a feature to expand those frames. Also, some of reports were not providing the resolution reports with accurately. It's very important for customer area for reviews or quality of work to find out.

Vivantio is great

Feb 02, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Interface framework is brief.

Cons: I hope we will see my site information in Home page.

Overall: Users can submit incidents and service requests more easy through brief interface framework. as a manager, we can receive user request ASAP via office 365 mail once users submitted.
In order to Chinese colleague more easy to use Vivantio, i hope Vivantio develop will issue Chinese version of it .

Being on service desk on a 24/7 shift, Vivantio is the only tool which I prefer to work.

Feb 02, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very good tool to work

Cons: I am very happy with the tool..I do not have any dislikes in viavantio.

Overall: 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 .

Recommendations to other buyers: Till now I did not faced any Issues with this tool

Create a new Change, auto-populating information from S/N or hostname

Feb 01, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: GUI

Cons: Usability

Overall: Hello Support,

It would be really useful and would allow us to save a lot of time, if when we need to create a Change, fields like company name, contact, phone number, etc .. could be automatically populated by the system when entering either the S/N or the hostname of the device.

Recommendations to other buyers: No.

Excellent self-service Portal

Feb 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Convenience

Cons: some features are hard to find

Overall: It is great portal to monitor, administrate and solve issues through Vivantio.
Very convenient and easy.

Its very helpful to use especially in support environment

Feb 01, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: It will very helpful for us in learning , presenting and improving the support efficiency from time to time

Solid and reliable

Feb 01, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Graphs

Overall: I have only used vivantio a couple of times but it was really good experience. I really enjoyed the graphs and the visual representation.

Great Overall ITSM Tool

Feb 01, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use and navigate. Level of admin capability seems quite good (although not an Admin myself)

Cons: Lack of user customisation in relation to what I want to see and what I don't want to see (in relation to columns). Non-Responsive layout makes reading on smaller resolutions difficult.

Overall: Having worked on the previous version of Vivantio I can confirm that this release is a great improvement on what we previously had.
There are some improvements which could be made: a dynamic layout would be nice (at lower resolutions, reading updates is difficult), capability to have user defined layouts specific to that user and availability to customise the available columns but, for saying that, the system is easy to use and navigate and I have received a nice quick response time any time I have requested assistance.

Very good tool

Jan 31, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: run fast, and easy to use

Cons: nothing

Overall: I think that is a very good tool, it has all the required by the IT Dept and the options are easy to select/use ..

Recommendations to other buyers: no..

excellent product easy to use

Jan 31, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: ease of use

Cons: can be hard to manage at first

Overall: excellent and good functions and system , took a bit of getting used to but once up and running no problems

System could be quicker

Jan 31, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
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Pros: more detailed than the old system

Cons: signing in

Overall: As we share log sign ins between the department it causes problems with password being revoked , If each could have there own log in this would be most beneficial .

A good simple tool for IT change/Request/incident management

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use

Cons: It should be available as offline solution as well.

Overall: It is a simple tool which is quite user friendly and easy to understand and use for all it task management and logging.

Recommendations to other buyers: No

good basic helpdesk system

Jan 31, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: a basic helpdesk system with some good but limited functionality.

basic configuration is straightforward and workflow has allowed us to create some basic business processes.

Service Desk software

Jan 31, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use

Cons: Can't expand notes fields.

Overall: I find the software is somewhat user friendly. Easy to use for the most part but think there can be some improvements. Overall not a bad program to use.

IT Infrastructure

Jan 31, 2017
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
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Pros: The customizing

Cons: No separate pop up window to print requests

Overall: 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.

Recommendations to other buyers: Not at the moment.

User friendly

Jan 31, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
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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.

Overall: 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.

Recommendations to other buyers: 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. You can also use some training videos.

General all round software

Jan 31, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: I cant comment on value for money or customer support, so have gone mediocre stars for these answers.
There is no project management side to the software, so where another department works on stats, my department does not. We work on projects and 3rd line support. Two different departments, working in different ways.
We do however answer tickets for the other department and when doing this the software is easy to use. Sometimes can be a bit slow, else ok.
Not sure on the stats that come from the software, for instance, tickets which are routine created daily are given 5 minutes. So the staff can do 1.5 hours work before stepping through the door? Stats maybe could be broken down, to technical, software support, telephone support, equipment swap.
Other issues really need to be addressed internally with the staff. Life isnt all about stats, its should be about customer satisfaction.

Does What is Supposed to Do

Jan 31, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: I have only been using Vivantio for about 3 months. The company that I was with before used ServiceNow. I definitely prefer Vivantio over ServiceNow, and the only issues that I have had with it is learning to search without filters, and having zero training of any kind on it. Considering the way that we migrated from Asurion to iQor, Vivantio works surprisngly efficiently.
In closing, I have used several different kinds of ticketing systems over the years, and the only one that I preferred over Vivantio was Footprints (but not by much).

Does the job

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Works well for what it is. Gets the job done. Easy to use and relatively intuitive. Has all the functionality I need as a user of the system.

Good tool needs to be improved

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Good tool. Helps me to manage my tickets. However, it can take advantage of the new modern web app features such status page and instant update feature that tells that system is not ready.

This is very good tool.

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Comments: I always use this tool and very good in use, working smoothly. ticket related stuff is so cool as expected.

Vivantio Review

Jan 31, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use and configuration

Cons: Dashboards and reports

Overall: 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.

Vivanto ITSM great software in an easy to use package

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: it's easy to use
once configured correctly the information you can get out of the system is very user friendly and easily accessible

Cons: If linked to active directory, if a user entry is removed from ad it is very hard to locate any previously raised incidents for the person.

Overall: We use vivantio on a daily basis, and find it to be an exceptional and versatile tool, it makes tracking and linking of assets to " users" an easy task, the reports and dashboards which are in the system and can easily be created are also very versatile and provide a wealth of information, to such an extent that other areas of the business are now potentially looking at using vivantio as their ticketing system rather than it just being used by the IT Department.

The support team is also exceptional, I can guarantee that when I raise a ticket I receive a response within a max of 10 mins with my reference number and 99.9% of the time when I get a written response and usually get a detailed guide on how to resolve my query.

The overall application cannot be faulted and I would recommend the software to anyone.

Worth of using.

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Using Vivantio eases my work in generating reports, searching ticket's, giving updates and adding effort to my working ticket's.

It has all at one place.

Application support is good, but need some improvement

Jan 31, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Functionality is good, this full fill the requirement.

Cons: Loading is slow at client end, at server end it is good but when accessed from remote or mobile it is taking time. :(

Overall: Really wonderful app for support, but need some enhancement like page loading time. customization of UI layout as per user need.

Recommendations to other buyers: Loading is slow at client end, at server end it is good but when accessed from remote or mobile it is taking time. Please make it lightweight.

Help desk simplified

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Previous experience was with tools which have great capability and configurability, but at the expense of having a confusing user interface. Vivantio is logical and simplified, yet still delivers on all of the key capabilties you expect from a service desk application.

Brilliant Product! Would certainly recommend

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
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Pros: Ease of use

Cons: Can be a little slow

Overall: I use this in my day to day role as a PMO. Support tickets are logged through this and I also use this to keep a track of change requests using CMDB. It's quick to use and easy. I have logged a couple of tickets for feedback to Vivantio, and they were really quick to get back to me, very helpful company and a great product.

Recommendations to other buyers: If you have a question, use the feedback button! Brilliant people, get back to you quickly.

missing features

Jan 31, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Most annoying thing is when I create new task from admin interface I need to enter my name, email address, and phone. I am authenticated user and you should know these already. Why do you force me to enter them again?

First-Class Service Desk platform

Jan 31, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I've been using this platform for 3 years now and what sets it above the rest, in my opinion, is the flexibility it provides in customising the system to your organisational requirements.

Highly recommended.

Great value for money

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Pros: Useability

Cons: Down time

Overall: 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.

Recommendations to other buyers: online admin portal

Over all good to use.

Jan 31, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: I have used BMC Remedy earlier as per my past experience Vivantio is much fast and explained. As per I am a new user of this app its not more easy to work with but as I have already mentioned its more explained than I don't need to more time to spend to understand it.

Excellent Product Support but lacking finer details

Jan 31, 2017
3/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
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Pros: User Support, Workflow module

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

Overall: 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.

I'm here for the 20$

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use and navigate.

Cons: The need to log everyday.

Overall: 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.

Recommendations to other buyers: I wish this will have a phone version app.

Vivantio Review

Jan 31, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: Sorry, but I find it slow and cumbersome. The colour scheme is not great, but I know this can be changed. When you open Vivantio in another tab, it loses the menu on the left hand side.

Feedback as NELFT employee

Jan 31, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have rated my feedback based on the fact that I have only used the Vivantio system for a few months. Therefore, I am fairly new using the system but although I never had any training on it I have managed to pick it up quite easily so this means Vivantio is easy to use and very user friendly. I am not aware of any extra features the system may have but I'm hoping after a few more months of use I will pick these up and be able to share with my colleagues who are also regular Vivantio users. Overall, I feel it is a great system and is very much needed and beneficial to North East London Foundation Trust (NELFT). Not sure what we would do without Vivantio!!! Thank you :-)

Vivantio Review

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: ease of use , support

Overall: 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.

Effective Tool

Jan 31, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Pros: the team can see the detail of their work done day by day

Cons: the password continuous need to reset

Overall: Is a valuable tool for the work team,Since all of the team, can see the detail of their work done day by day.

Great layout

Jan 31, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: Starting in the page is a little confused but once you use it it's very easy, and now I feel very comfortable with vivantio

Old Vs New

Jan 31, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: As somebody who has been using Vivantio for a couple of years now, it came as a bit of a surprise when we upgraded our entire system to their 'latest and greatest' that we found ourselves missing features we used to use. Why somebody made the decision to move to a new version and not retain previous features is beyond me. We have now also had to spend a huge amount of time rebuilding our reporting - because they were unable to migrate any of our 100's reports. Re building our reports, you've guessed it... they don't have the same data sets at before. Customer support sends a generic message regarding lost features saying they'll pass on for inclusion on next iteration. All in all, a very frustrating system to use for somebody used to the intuitiveness of ServiceNow etc.

Satisfaction

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy consult and easy create tickets, reports to watch per weeks and verify the tickets to know the status

Cons: I not have specific think

Overall: Is a easy tool and excellent web to create tickets and consult. Vivantio is new tool to apply in the different factory.

Recommendations to other buyers: I need working more in the software to have some thinks to know

ITSM GO LIVE

Jan 31, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We've moved to Vivantio ITSM from their Service Desk product. We've received great support from their technical teams as we prepare to go live. Vivantio ITSM fully configurable and easy to put together. Really excited to build on the foundation that its provided us with.

Good Plattaform

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: i like that it gives you reports of the support that we do to the users

Cons: only the interface can be better friendly on the side of the tech support

Overall: It is an excellent tool for the users that request support to the different departments that use Vivantio on iQor

Recommendations to other buyers: none

Vivantio review

Jan 31, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Very configurable, gives us many options

Cons: Workflows only configurable in IE

Overall: When looking to upgrade from our current incident management portal we reviewed many products but Vivantio was the only one that covered all our requirements.

Vivantio ITSM has developed and progressed in the last few years, and i look forward to future releases.

Bucks Fire & Rescue Service

Jan 31, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use and flexibility

Cons: Costs

Overall: We have been using Vivantio for over five years we have seen it evolve sometimes at our request but also as the product has been updated. We have had experience with other service desk products but our technicians and users prefer Vivantio products

Good ticketing system

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I have been using it for 3 years, covers all basics and we were able to customize for our needs.
Would like to see a better search algorithm for KB articles.

Great Software

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use

Cons: None

Overall: We use this at our company everyday and are very happy with it. I would recommend to other companies.

Recommendations to other buyers: No

Amazing Servicedesk product

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: This is simply the best Servicedesk ticket logging tool on the market. I have used others and nothing can compare.

Easy to use!

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Easy to use, great for the small details, quick for our customer. easy to train anyone who has never logged a call before.

reviewof vivantio

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: it is great. The best toll I ever used for that purposes. If you need additional feedback let me know.

Vivantio review

Jan 31, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use

Cons: lack of transparency. cannot easily track a items history.

Overall: 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.

Recommendations to other buyers: Further integration with SSO or APIs