Vivantio

Vivantio

Simple and adaptive IT Service Management

I have used it in more than one environemnt and deployment and customisation was easy especialy with the implementation help and guidance provided.

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.

Excellent product and customer service

Vivantio - Link Group

Vivantio have been a good supplier to work with, and the product has transformed our digital service delivery

Vivantio review

Vivantio is generally well-regarded as a comprehensive service management platform that offers a range of features and capabilities

ITSM Platform

With Vivantio we are solving all matter of issues be it from missing mouse and keyboards at work stations. All the way up to full blown server or networking issues.

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.

Vivantio || True User Review

Good. I use it everyday, its easy to access, easy to understand, smooth to navigate

It is a good software to manage your work.

Is a good administration for work

Good features, but Interface could be improved

There are some good improvements over the old Vivantio platform. However, the lack of a good mobile experience holds the product back, it is simply unusable on a mobile phone, and I do not know of an app at this point

Also, it would be better if each user had a dashboard as standard that would list all items assigned to the user, (incidents, calls, tasks )

Also, if we could simply refresh a section of the screen, eg the list of incidents, that would be useful, instead of refreshing the whole page

If the site could remember the section are user is on, so when they return to site they go straight to the same section. many users will only be interested in open incidents that are assigned to their team

Finally the search could be improved. If you search for an incident by keyword, often, no results are found, even when that keyword exists in an incident. We raised this as a support call, and the response was that we should filter by dates in order to narrow the search. This would be fine if the system displayed a message to use dates to narrow the search, but the system simply says "No items to display", which is inadequate from a user experience point of view, and simply wrong from a logic point of view

4/5 - Pretty good product.

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

Reviewing after 6 months of usage

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.

Excellent Software for Global IT use

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.

Great and intuitive interface. Easy to use.

Improved SLA tracking, on the fly ticket monitoring.

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.

I use Vivantio everday. This is probably the 8th or 9th IT ticketing software that I have...

All of my tickets are in one place. Also there are pre made templates for cab changes which really comes in handy.

Reliable company used for years

First used as a on site hosted ServiceDesk, no using Vivantios' SAAS service.
Good response time and able to listen to clients needs which are later implemented in updates.

Excellent Service Desk software

The implementation worked very well with Vivantio assistance and we just upgraded to the pro version without much issue at all.

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

I use vivantio every day as ticketing software

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

Powerful, enjoyable and great service, but...

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.

Good To manage and coustomizable

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

It works good and it has some many features and friendly user.i learn many things as a...

Knowledge gain.

Brilliant Product! Would certainly recommend

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.