Vivantio

(46)
4.1 out of 5 stars

Vivantio is ideal for medium-sized service desks and ITIL implementations. Its built-in automation and organization leave you more time to focus on crucial tasks like business planning and management.

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Vivantio review by Administrator
Administrator
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"Vivantio for IT Ticket Management"

What do you like best?

Automated ticketing option is fantastic in Vivantio - it saves us a load of time processing cases logged by our customers, giving a better service.It's easy to configure, user-friendly and we have had excellent training and support.When digging deep into the software, it's highly customized and provides granular levels of access to a variety of features.

What do you dislike?

In my opinion, I have no complaints on Vivantio as I liked working with it very much.

Recommendations to others considering the product

I will highly recommend others using vivantio based on its current features and accessibility it is currently the best ticket management tool.Use the cloud base solution and you'll be guaranteed all the latest feature and updates as Vivantio moves forwards at a good steady pace.If you have a strong ITIL ethic within your business then definitely look at the ITSM solution!

What business problems are you solving with the product? What benefits have you realized?

User Interface is very comfortable, one can easily browse through available options to know what exactly it is for.

Managing multiple clients is made easier with Vivantio, client SLA's and user multi tenancy are straight forward.It’s the helpdesk solution for small business to empower your team and your customers. Manage your helpdesk better to reduce workload and improve customer service. Vivantio Service Desk addresses both the concerns of internal and external customers with efficiency and quality output. If you’re looking for an affordable yet automated helpdesk solution, this software fits the budget.

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Vivantio review by chandrashekar R.
chandrashekar R.
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Review Source

"Excellent"

What do you like best?

Accessing and features reporting pulling , time tracking ,

this has been the the best experience i have ever had comparing all the vivanta's. Every one is so super good and well trained that there is no scope of errors.

Vivantio’s client management feature allows you to access the interactions with your internal or external clients to proactively see their needs. With VivaDesk, all correspondence get tracked, whether they are coming from the customer or from a helpdesk employee of the business.

Through Vivantio’s reporting tools, one can easily track the calls processed, the types of calls, response times, among other things. This can allow businesses to evaluate the issues that need to be prioritized or addressed quickly to reduce future calls. It can also pinpoint problems with particular members of your helpdesk team for performance review.

What do you dislike?

So far I haven't come across any issue . the only issues is the connectivity which they have covered in the package if you take the right one

Recommendations to others considering the product

nothing

What business problems are you solving with the product? What benefits have you realized?

Fast and availability is high , As we used other ticketing tool before we have faced alot of issue with the performance .

Now time to spent on the ticket to update ticket has been fast when comparied with old tools

It’s the helpdesk solution for small business to empower your team and your customers. Manage your helpdesk better to reduce workload and improve customer service. Vivantio Service Desk addresses both the concerns of internal and external customers with efficiency and quality output. If you’re looking for an affordable yet automated helpdesk solution, this software fits the bill.

What Service Desk solution do you use?

Thanks for letting us know!
Vivantio review by Tony R.
Tony R.
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Review Source

"VIVANTIO Ticketing system"

What do you like best?

Vivantio is so user friendly and being the Service Desk Team Leader provides me with a wealth of information at a touch of a button, it provides an excellent mechanism for our customers to raise tickets via our self service portal and with future enhancements to this will enable us to streamline this process and provide further information and guides to our customers thus helping us reduce our call volumes by providing a self help section.

Vivantio shows me the state of our support queues as well as the other teams within our department, additional configurable elements have enabled us to setup notifications when tickets are reaching their SLA to ensure that we keep on top of our support calls, this all improves the overall service provided to customers which is what we aim for

What do you dislike?

Not having an sql background the report creation tool is not easy to use for someone like me, luckily there are enough people here with the required background.

Recommendations to others considering the product

I would recommend Vivantio as a product for any IT Business / Service Desk team, the wealth of information you can get out of the system and ease you can get it compared to other ticketing systems I have used is fantastic.

The self service portal is a brilliant way to engage with your customers and if implemented correctly can provide your customers a wealth of information at a click of a button enabling your customers to help themselves ultimately helps your support teams, increases customer satisfaction and enables the IT team to concentrate on other areas which need focus

What business problems are you solving with the product? What benefits have you realized?

Ability to target high impact services and reduce call volumes

Closley monitor other teams support queues and prompt them when tickets are near breaching sla

Vivantio review by Jayasimha reddy M.
Jayasimha reddy M.
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Its been great experience to working with vivantio"

What do you like best?

We are Loging ticket for all over clients. Vivantio is over major Ticketing tool.

Which makes easy to log the ticket and also for analysis the issue and check the time logs and also its very fast to compare with others.

An industry-leading, award-winning service management software that can automate and streamline your organization’s service desk.

available in USA, UK, Canada, Europe, Asia, Australia, China, Germany, India, Japan, Latin America, Middle-East

What do you dislike?

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

Anytime we come up with any issues Vivantio is quick to resolve our issues....

Majairoly No other dislikes about this Product overall.

Recommendations to others considering the product

Yes, I will recommend it for all

What business problems are you solving with the product? What benefits have you realized?

This is a knowledge base for our team but it's tailored for a help desk. We are using it because our manager uses the sister product for the helpdesk. It is not a fit for tracking the data (servers and problems) that we have. It is in use because we were forced to use it--that's all. This is not a fault of the software but we will not be using it a year from now because a sharepoint list can be tailored to our needs and be simpler to manage as well as be available for all company users. Even outlook task sharing--which was in use before was simpler to manage for our use case.

Vivantio review by JT M.
JT M.
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Verified Current User
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"System Administrator"

What do you like best?

It's web based? It's faster than it used to be?

What do you dislike?

MOst everything else. The interface is built to work like a desktop application (e.g. double click on items instead of single click). Given that it's a web app it makes it clunky and cumbersome to deal with. For a long time it was really slow but it seems faster lately so not as bad.

Also, we have to pay for every user which is fine but I can't assign a task to any random person in our company who might be responsible because no one is going to pay for an account for all company users. This limits the collaborative features of the system to only a few users.

It uses yet another account (user/pass) that I have to keep track of and remember. The system really needs to implement OAuth or some other means to allow me to login with other accounts I have (Active Directory, hotmail, facebook, google, etc)

What business problems are you solving with the product? What benefits have you realized?

This is a knowledge base for our team but it's tailored for a help desk. We are using it because our manager uses the sister product for the helpdesk. It is not a fit for tracking the data (servers and problems) that we have. It is in use because we were forced to use it--that's all. This is not a fault of the software but we will not be using it a year from now because a sharepoint list can be tailored to our needs and be simpler to manage as well as be available for all company users. Even outlook task sharing--which was in use before was simpler to manage for our use case.

Vivantio review by Adrian S.
Adrian S.
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Verified Current User
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"Vivantio review"

What do you like best?

Highly configurable Saas solution which means we benefit from new features. It can be easily tailored to specific needs. We have been able to roll this out in to new business areas as a result.

Vivantio as a supplier are good to work with and have shown a commitment to respond to feedback / suggestions on their product - for example they recently they kicked off an annual user group forum session which we found really useful. We have been using VivaDesk for over two years and overall are very happy with the service

What do you dislike?

The advanced reporting tool (devexpress) isn't the most intuitive system to use, but Vivantio have taken feedback on board regarding this and we hope to see improvements in the near future

Recommendations to others considering the product

I'd say get references from other customers of theirs, because in the recent user forum I found it useful speaking to other businesses to learn about how others use it, what the challenges / best practises are

What business problems are you solving with the product? What benefits have you realized?

Incident, problem and change management are all done through VivaDesk. Our previous solution didn't have automation / business rules so we have seen huge benefits in this area since we started using VivaDesk

Vivantio review by Muneer A.
Muneer A.
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"Superb ticket management tool"

What do you like best?

I have been using Vivantio for a very long time, even the old version was quite efficient with process handling, however the new version has its magnificently enhanced features such as colour scheme to distinguish between different types and stages of a ticket, promotion of ticket to a project or change. Auto closure and raising of tickets which is synced with monitoring alarms. Vivantio has also proved to be very user friendly, for example we can create custom categories and sub-categories, creating self desired tabs and advanced features.

What do you dislike?

I really can't think of any dislikes, as I have previously used Service Now, Remedy and other ticketing platforms and Vivantio seems to have the best interface and design with all the required features.

Recommendations to others considering the product

I will highly recommend others using vivantio based on its current features and accessibility it is currently the best ticket management tool.

What business problems are you solving with the product? What benefits have you realized?

being on service desk on a 24/7 shift, Vivantio is the only tool open in front of me all the time, I can have quick access to various company details, contacts, assets and incident history. The biggest benefit I have realised is that it keeps a track record of every service request, incident, change and project which have previously been worked on. If a customer had an existing issue and they email us their incident it will auto open/re-open an incident and provide all information just in the matter of few clicks.

Vivantio review by David C.
David C.
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"An extremely versatile and robust ticket management system"

What do you like best?

Its ability to host multiple reports based off the tickets you have logged, and everything being easily accessible without any unnecessary clutter. It also includes a wide variety of fields per ticket that allows a wide variety of information per ticket to be recorded and filtered by. The email notifications for SLA breaches are extremely helpful on top of all this as the system gives you a chance to prevent the breach, and keep your SLA's with your clients in tract.

What do you dislike?

A small limitation of the note window not being resizable makes it difficult to view any previous notes when adding a new one, resulting in either having to cancel the new note you're creating, or keep moving the window around until you can read the notes below.

What business problems are you solving with the product? What benefits have you realized?

The ability to keep track of the all internal issues in the same manner and professionalism as those of external, client based issues, makes it extremely helpful for issues to not be "forgotten" about.

Vivantio review by Geoff W.
Geoff W.
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"A handy tool for service management"

What do you like best?

I can see which of my staff is working on each ticket. I can see the status of every change and who each change is assigned to. The support staff are very helpful and quick in responding to queries.

What do you dislike?

The inability to automatically warn users if their tickets are about to go out of SLA. I cannot find a way to automatically set the status depending on who updated the ticket.

Recommendations to others considering the product

The ability to create a workflow means that theoretically any status of change/ticket can be accommodated.

What business problems are you solving with the product? What benefits have you realized?

Change control is very clear now. I have a view on how many changes are waiting attention and who they are assigned to, and make sure that all changes/tickets are given attention. I can run monthly reports on tickets/changes opened and closed and compare the numbers to previous months. I can measure individual and team performance.

Vivantio review by Adam D.
Adam D.
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Verified Current User
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"Started Small & Grew"

What do you like best?

The ability to customise a standard product to make it "our own".

We started with the Service Desk solution, but moved to their ITSM solution which gave us even more.

What do you dislike?

I can't pin-point any specific "dislikes", but can say that when we've had issues, and hit a wall the Vivantio team have eagarly taken our request onboard, and added it to a road-map for future development.

This gives us a real "contributer" feeling

Recommendations to others considering the product

Spend time talking to their sales team. They are best placed to guide you to the correct solution. If you have a strong ITIL ethic within your business then definitely look at the ITSM solution!

What business problems are you solving with the product? What benefits have you realized?

We've formalised our Change Management flow, built a robust Asset Register, and given our customers a Self Service Portal that we can manage without having to worry about massive overheads.

Vivantio review by Nate N.
Nate N.
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Verified Current User
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"Great product, would recommend"

What do you like best?

I like the ability to manage our projects easily and quickly, streamlining our IT process. We really enjoy being able collaborate on projects without having to deal with emails or other confusing software.

What do you dislike?

I dislike that there are sometimes overly complicated processes for entering data. A more simple system for accessing information would make our process even better.

Recommendations to others considering the product

Make sure that you are fully aware of the limitations that may come with using an in-house version of this product. We encountered many slowdowns as a result of hosting this ourselves. Going with the hosted solution made this a much quicker and streamlined product.

What business problems are you solving with the product? What benefits have you realized?

We are constantly opening and closing tickets in our company, sometimes completing 20-30 tickets in a day. This system allows us to collaborate effectively.

Vivantio review by Sowjanya M.
Sowjanya M.
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Verified Current User
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"Vivantio is an awesome tool"

What do you like best?

I like the interface in Vivantio. We can easily log tickets and can pull reports from Vivantio. Its responsive rate is very high and it is a flexible and excellent ticketing tool.

What do you dislike?

In my view if there is a search box instead of pop up menu for categories list it would be more effective.

Recommendations to others considering the product

Vivantio is a excellent ticketing tool.

What business problems are you solving with the product? What benefits have you realized?

I am logging different types of tickets like Incidents ,Service requests,Changes and Problems in vivantio and assigning tickets to respective groups.Tickets have common attributes, such as ID, Status, Category and Priority.For Escalation cover team it is very easy for them to view their active tickets on which they are working or to be worked.

Vivantio review by User in Outsourcing/Offshoring
User in Outsourcing/Offshoring
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"Service Desk Platform"

What do you like best?

Admin section is easy to navigate

Email updates and as a channel to open ticket is very helpful for the end users

After moving to SAAS the performance and response time has improved.

What do you dislike?

Small missing features;

- Manage who all can access what channel to open tickets

- Chat solution integrated, so the end users can chat with the tech

- Approval and process flow for approvals... need to make sure its email integrated. So users can approve tickets on the Phone thru a link

Recommendations to others considering the product

Have seen the development road map for 2016, some of the features to go live in Q1/2, i think the product will become more robust and user friendly then.

What business problems are you solving with the product? What benefits have you realized?

Enterprise platform to manage and route IT issues/ tasks.

Tracking all issues on a single platform has helped us to identify the recurring common themes and work internally to resolve them. The common view on Productivity for Support teams helps in future planning and forecast.

Vivantio review by Chris M.
Chris M.
Validated Reviewer
Verified Current User
Review Source

"Deceptively powerful software"

What do you like best?

When digging deep into the software, it's highly customisable, and provides granular levels of access to a variety of features

What do you dislike?

It's not immediately obvious how to use most of the administration features, and reporting can be difficult at best

Recommendations to others considering the product

Ensure the time is spent with the Vivantio consultants at the start of the process to make the setup much easier. While the support offering is good, with speedy contact times, it's difficult for somebody to walk into and setup once it's already in use

What business problems are you solving with the product? What benefits have you realized?

Dashboards are easy enough to use when you understand the way data is stored, so BI is becoming increasingly better as time is invested in the software.

Vivantio review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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Verified Current User
Review Source

"Vivantio has been an outstanding product for us and very glad we made the switch!"

What do you like best?

Ease of use and that it is a SaaS program making sure we are always on the latest version. When I was looking for a new solution we already had a help desk software solution but the issues of maintaining the server and doing the updates, that is if the updates were successful as it always appeared to have issues and now the SaaS solution makes this very simple in keeping up on version control.

What do you dislike?

That the annual fee has a 5% increase...... Other than that anytime we come up with any issues Vivantio is quick to resolve our issues.... No other dislikes.

Recommendations to others considering the product

I would and have highly recommended this to another company that did move to Vivantio.

What business problems are you solving with the product? What benefits have you realized?

We are a POS help desk and had high expectations of how the software should work and Vivantio has lived up to our expectations.

Vivantio review by User in Outsourcing/Offshoring
User in Outsourcing/Offshoring
Validated Reviewer
Review Source

"It works - sometimes for some things"

What do you like best?

I'm at the VERY END of end users. It's ok, for managing tickets.

What do you dislike?

Behavior not dependable 24/7. Could be our company making changes, could be the site. It's "sketchy" often, 24/7 as to performance.

Recommendations to others considering the product

There are better, more efficient ticketing systems. It is just "ok" as end user. Only made better by Admins making it so, and continuous adaption. If you need all that, get Remedy, and hire an Admin who can run it.

What business problems are you solving with the product? What benefits have you realized?

I only work tickets. I need the Email feature to work as expected. It doesn't, always. Am not the person to answer the second question, but if I had to guess the answer is cost.

Vivantio review by Ian S.
Ian S.
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Verified Current User
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"Vivantio Vivadesk real world experience"

What do you like best?

The Vivadesk product allows us to adhere to ITIL practices and is easily customisable to accommodate our needs. The Vivantio team are always helpful and try to accommodate any requirements we have.

What do you dislike?

Some features don't work as you might expect, but I find this is the case with all service desk products

Recommendations to others considering the product

Speak to the team at Vivantio and give them your requirements. They can tailor the software to meet your needs by configuring system areas, defining rules and alerts, reporting criteria etc.

What business problems are you solving with the product? What benefits have you realized?

Managing multiple clients is made easier with Vivadesk. Per client SLA's and user multi tenancy is straight forward.

Vivantio review by Olugbenga David A.
Olugbenga David A.
Validated Reviewer
Verified Current User
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"Vivantio"

What do you like best?

Vivantio is user friendly, I joined the company notup to 3-months and i have been able to use the product.

Anyone could use it.

What do you dislike?

i dont have any dislike for the product.

It is better than all the call logging tools i have used before and i would recommend it to them.

Nice and easy to use for new starters

Recommendations to others considering the product

I would recommend the product to other companies that i have worked with before.

What business problems are you solving with the product? What benefits have you realized?

I am an offsite Engineer and i logon to it whichever site im stationed and it worked really well, qudos, good product

Vivantio review by Administrator in Construction
Administrator in Construction
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"Not a bad system but needs some tweaks"

What do you like best?

I like how simple it is to complete any of the actions that i require to be able to do my job

What do you dislike?

I would like to be able to open up the calls i have in seperate tabs, at the moment pressing control while clicking or RMB means that it opens it in the same window

Recommendations to others considering the product

I would recommend this, it is easy to use even for the less tech savvy staff.

What business problems are you solving with the product? What benefits have you realized?

We have implemented a new ERP system and all the calls that are raised pass through Vivantio for me to track and assign out to my team. Most of the issues are user error; benefits are that we can save time, effort and money by using our new ERP rather than using the 85 systems that are within our finger tips.

Vivantio review by Muralidhar V.
Muralidhar V.
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Verified Current User
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"Awesome Product"

What do you like best?

I have been working as service desk analyst for a long time, during this time I have worked with so many Ticketing tools like Maximo, Triole, Service-Now and CA etc.. but Vivantio is the best ticketing tool ever I worked on. I love to continue woring on Vivantio.

What do you dislike?

It is difficult to check updates on tickets when there are more than 20 on one ticket.

due to there is no enlargement for each update.

What business problems are you solving with the product? What benefits have you realized?

Now it is easy to log tickets for different clients to which we support.

Vivantio review by User in Information Technology and Services
User in Information Technology and Services
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Verified Current User
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"Used for IT Support and Software Development Lifecycle"

What do you like best?

I like the overall in-depth capability of the product for tracking and workflow options that are available.

What do you dislike?

I dislike that it is hosted without the option to run the application on local servers.

- Sensitive company data in the cloud/3rd party.

- Scalability of data/attachments locally (TBs).

- Performance vs locally hosted.

I dislike the inability to update tickets (status, timers, notes, resolutions) via email. Closet example is "TicketsAnywhere" as demonstrated by Spiceworks helpdesk.

I dislike that I have to login each and every time I need to work on a ticket. I am not always in the application.

Recommendations to others considering the product

The system has complexities that can become overwhelming and time consuming. Start small and plan well.

What business problems are you solving with the product? What benefits have you realized?

IT support and infrastructure / applications development task management.

Vivantio review by Andrew L.
Andrew L.
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Verified Current User
Review Source

"Web Developer"

What do you like best?

the wb2.0 work makes the site easier to use.

What do you dislike?

notification needs quite a bit of attention. Very limited. no My page were I can personalize requests coming to me. I have to click around to get to my tickets. Could use a bit more client side interaction rather than posting back to server for every request. slows things down.

What business problems are you solving with the product? What benefits have you realized?

My side of the team uses it to track issues coming in from our customer service. Really not suitable for developers

Vivantio review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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Verified Current User
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"Excellent , easy to use ITSM software"

What do you like best?

The ease of configuration and fantastic customer service + support

What do you dislike?

It can be a bit difficult to get hold of your Sales Account manger because he is a busy man. Also the custom report builder is not very intuitive and takes a long time to figure out.

Recommendations to others considering the product

Use the cloud base solution and you'll be guaranteed all the latest feature and updates as Vivantio moves forwards at a good steady pace

What business problems are you solving with the product? What benefits have you realized?

Vivantio solved the problem of using an alternative Servicedesk software which was difficult to administrate. The ease of use that Vivantio offers means any changes or additions are easy to set up and implement. I also now have greater visibility of the ticket statuses and progression.

Vivantio review by Joanne M.
Joanne M.
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"Vivantio ITSM is very user firendly and easy to configure to your business requirements."

What do you like best?

I really like how easy vivantio is to use and to configure and design exactly how you need it for your business requirements, and if its not vivantio will make it happen.

What do you dislike?

The only thing I dislike as that vivantio ITSM does not work so well in all browser types, such as IE and has minor glitches, but works great in Firefox and ok in Chrome.

What business problems are you solving with the product? What benefits have you realized?

We have been able to solve multiple problems by switching to Vivantio ITSM, the main one, being able to implement a full CMDB and ITIL processes. We are now able to use our CMDB to determine our infrastructure set and what systems and services depend on what infrastructure.

Vivantio review by User in Information Technology and Services
User in Information Technology and Services
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"Vivantio is a great little tool"

What do you like best?

I like Vivantio as it allows me to track all information related to a ticket along with relevant communication in an efficient manner. Keeping all this information centralised through the system increases my productivity.

What do you dislike?

The only thing I'm not keen on in Vivantio is the UI. It could be a little prettier, despite this it still does the job perfectly.

Recommendations to others considering the product

I recommend Vivantio if working on a ticket based system with a lot of distributed information.

What business problems are you solving with the product? What benefits have you realized?

As I had previously stated, Vivantio allows me to keep all relevant information in a centralised manner, thus increasing my productivity, this is a natural benefit.

Vivantio review by Wesley D.
Wesley D.
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Verified Current User
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"A growing and promising SD tool"

What do you like best?

Ease of use - this is the first logging tool that I feel is suitable for 'pick up and play' style use with our users

What do you dislike?

Reporting is complicated, although powerful if you spend enough time on it.

What business problems are you solving with the product? What benefits have you realized?

I finally have a tool that all teams will use, and very rarely have to provide any kind of training on the functions available.

Vivantio review by Consultant in Accounting
Consultant in Accounting
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"Finance Consultant"

What do you like best?

I like its ability to track calls and integrate with Outlook. I like the reporting aspects and dashboards.

What do you dislike?

I dislike the size of the screen when searching for calls by customer as on a laptop you can only view one support call at a time as the screen length is way too short.

Recommendations to others considering the product

I would recommend Vivantio especially for companies with regional or international offices seeing that it is full cloud based.

What business problems are you solving with the product? What benefits have you realized?

Keeping track of the status of support calls where as in prior companies that didn't use Vivantio it was mostly done through Outlook alone.

Vivantio review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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Verified Current User
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" Vivantio Review - SDC"

What do you like best?

The automated ticketing is fantastic - it saves us a load of time processing cases logged by our customers, giving a better service.

What do you dislike?

Very often the software will produce an "Unexpected error" this become frequent and can sometimes cause some delays. This only happens when replying to a ticket action.

Recommendations to others considering the product

This is a great product, its saves us a lot of time. Vivantio could so with provide some basic ITIL reporting as currently we have to create them ourselves but the web look,feel and interface is brilliant.

What business problems are you solving with the product? What benefits have you realized?

Giving a speedy response to customers.

Vivantio review by Vasu Portal K.
Vasu Portal K.
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Verified Current User
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"Vivantio - Awesome tool "

What do you like best?

I like the user interface more with Vivantio.

What do you dislike?

NO dislikes. Vivantio is the best among the tools i've been interacted. Its better than Maximo, service now, triole, CA etc..

Recommendations to others considering the product

Vivantio is a fabulous tool I've ever been seen.

What business problems are you solving with the product? What benefits have you realized?

I am logging calls from various calls and assigning those calls to relevant teams and persons.

Vivantio review by Administrator in Government Administration
Administrator in Government Administration
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"Vivantio "

What do you like best?

I love the Vivantio software. It's easy to configure, user-friendly and we have had excellent training and support.

What do you dislike?

I wish that some of the global settings were able to change, and that the portal categories were an open list showing sub-categories, instead of having to open them.

Recommendations to others considering the product

We did a pretty thorough search for products, and Vivantio had the better options at a very good rate.

What business problems are you solving with the product? What benefits have you realized?

We use this for our HR, Legal, CMO and Transportation departments. They love the automation to ticket feature, and the reporting metrics.

Vivantio review by deepika a.
deepika a.
Validated Reviewer
Verified Current User
Review Source

"Its been a great experience working with Vivantio"

What do you like best?

The appearance of the tool, and the ease of use for the users. Even novice user can use it without any sort of confusion.

What do you dislike?

I have nothing to dislike in this ticketing tool.

What business problems are you solving with the product? What benefits have you realized?

We are logging the tickets and assigning them to the desired group.

Vivantio review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"My experience has been up and down, we were using a pilot version of the software so a few bugs"

What do you like best?

Vivantio are very quick to help out when we log a ticket requesting help or a feature change. There is also a SQL connector so we can download our data to a local SQL server and create custom reports.

What do you dislike?

there is not a monthly/bi-monthly mail describing upcoming feature changes or changes that have been made. Some changes i've found just be looking around.

What business problems are you solving with the product? What benefits have you realized?

An ITIL driven incident management tool, all our clients are happy with the client portal that we have customized to our needs

Vivantio review by David L.
David L.
Validated Reviewer
Verified Current User
Review Source

"Excellent system, easy to use and quick too!"

What do you like best?

Ability to fully customise the system. We have several settings and fields customised to our needs

What do you dislike?

I find the administration a little difficult to use but it wouldn't put me off the product.

Recommendations to others considering the product

I'd absolutely agree!

What business problems are you solving with the product? What benefits have you realized?

We run a ServiceDesk

Vivantio review by Executive Sponsor in Outsourcing/Offshoring
Executive Sponsor in Outsourcing/Offshoring
Validated Reviewer
Verified Current User
Review Source

"Vivantio Review"

What do you like best?

Vivantio has a couple of key employees in Quentin and Andrew . Great to work with and excellent service.

What do you dislike?

The lack of documentation around the services offered. It should be easily attainable on the web.

What business problems are you solving with the product? What benefits have you realized?

The SaaS solution provides ease of use , saves money on hw and uptime is excellent. Vivantio had a maintenance scheduled on 12/26 and i felt no negative impact.

Vivantio review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Excellent"

What do you like best?

User interface and it is purely process on ITIL process

What do you dislike?

While checking for updates, Window seems to be small.

If we can get big or full window, that will be much better

Recommendations to others considering the product

Yes, This is better options for ticketing because of UI and speed in access

What business problems are you solving with the product? What benefits have you realized?

Iam currently working on tickets those are already logged in Vivantio and adding comments.

Vivantio review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Good flexible tool that is in line with ITIL practices"

What do you like best?

Web Portal and able to create custom reports

What do you dislike?

Updates are not communicated efficiently, however recently this has improved. Would like more flexibility with customising the web portal.

Recommendations to others considering the product

If you are considering a ITIL driven solution that allows you flexibility to create reports, this is the tool for you.

What business problems are you solving with the product? What benefits have you realized?

ITIL driven Incident Management tool and a client portal to allow customers 24/7 access

Vivantio review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"CPS Service Desk platform"

What do you like best?

This system allows us to gain visibility of our customer service desk tickets along with our own internal platforms. The usability is great.

What do you dislike?

I would prefer single sign on with our Active Directory rather than having a username and password.

Recommendations to others considering the product

Look at a trial first to ensure it meets your needs

What business problems are you solving with the product? What benefits have you realized?

Service Desk management and Internal IT service requests.

Vivantio review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Vivantio extraordinary tool"

What do you like best?

I like working with the vivantio because it is easy to access and very good GUI and also very convenient to work for even novice users.

What do you dislike?

In my opinion, I have no complaints on this awesome tool.

What business problems are you solving with the product? What benefits have you realized?

We use to create the tickets and will assign these to related teams.It is very easy to process the ticktes

Vivantio review by Internal Consultant in Telecommunications
Internal Consultant in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Fast and easy but missing some features "

What do you like best?

Email integration, fast searching . The reporting features are good.

What do you dislike?

Lack of ticket tracking or watching. Not sure if mobile support is available or if there is an APP ?

Recommendations to others considering the product

I would recommend Vivanto its fast and suitable for purpose. I would also recommend discussing Vivanto and its features with intended users.

What business problems are you solving with the product? What benefits have you realized?

Customer billing and reporting questions

Vivantio review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Great ticketing system. Very customizable with lots of great features."

What do you like best?

Vivadesk is very user friendly. Menus are easy to use.

I found the saved searches very useful on last few months.

What do you dislike?

The front end site could be a bit more customizable.

Phone numbers sometimes disappear from my "call descriptions" when editing the content.

What business problems are you solving with the product? What benefits have you realized?

Sending emails to customers straight from the software helps keeping customers up to date.

Vivantio review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Jesses Review"

What do you like best?

Reporting metrics and overall design from the main landing screen, I like the way the dashboards are presented and the overview screens.

What do you dislike?

I don't like the way the incidents are laid out, the mutlipe tabs and changing the status is not intuitive.

What business problems are you solving with the product? What benefits have you realized?

We use it as an IT Help desk ticketing system

Vivantio review by User in Non-Profit Organization Management
User in Non-Profit Organization Management
Validated Reviewer
Verified Current User
Review Source

"Vivantio Review"

What do you like best?

Historic reporting capabilities and being able to see how many calls you are resolving over a 12 month period.

What do you dislike?

Mostly meets our needs but some merging and other functions are not always easy or intuitive to use.

What business problems are you solving with the product? What benefits have you realized?

We are solving any SLA issues we have.

Vivantio review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"CPS Service Desk platform"

What do you like best?

This enables us to gain great visibility for our service desk tickets. We can easily track SLAs and generate the reports we need.

What do you dislike?

Single sign on with our active directory would be nice.

What business problems are you solving with the product? What benefits have you realized?

Internal and client facing service desk operations.

Vivantio review by User in Outsourcing/Offshoring
User in Outsourcing/Offshoring
Validated Reviewer
Verified Current User
Review Source

"User friendly."

What do you like best?

Ease of navigation and user friendliness.

What do you dislike?

Would like to be able to minimize or increase certain panes.

Recommendations to others considering the product

Very good program.

What business problems are you solving with the product? What benefits have you realized?

Being able to keep track of all my work orders and tickets all in one place.

Vivantio review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Reliable service from SAAS, staff usually on the ball if any issues "

What do you like best?

Compliance with ITIl standards. Easy to use interface

What do you dislike?

Speed/response can be slow sometimes, or can vary

What business problems are you solving with the product? What benefits have you realized?

Data Storage management.

Time and project management is communicated well.

Known issues have been highlighted

Vivantio review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Using Vivantio as a software consultant."

What do you like best?

Ease of use of product and high level of availability.

What do you dislike?

Search facilities - however these may be due to the original data.

What business problems are you solving with the product? What benefits have you realized?

Consulting - logging calls for the software author.

Vivantio review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Viva Desk Review"

What do you like best?

Ease of use as far as just getting tickets and updating them

What do you dislike?

Setting up Single user sign in is a pain.

What business problems are you solving with the product? What benefits have you realized?

Time tracking, issue resolves

Kate from G2 Crowd

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