Vivantio Reviews

INTUITIVE TICKET MANAGEMENT SYSTEM

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

Pros:

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

Cons:

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

Excellent product and customer service

Pros:

The software is easily customisable and changed pre and post-launch of the system, meaning that you can launch, get it wrong and change it. The capabilities seem endless and offers all requirements that we need.

Cons:

The difference in the admin area to the technician portal is a little bit confusing at times. I believe that the back end admin area needs upgrading to the FLEX environment.

Excellent Product Support but lacking finer details

Comments: Vivantio offers a ITIL service desk software that we use for software support. In general I have found the solution not very user friendly and in the last 3 years of using it, I found that little has changed to the basic user functionality to improve this despite many feature requests to aid this. A key example of this is that, in 2017, it is still not possible for all emails in the system to show the pictures that are embedded. In the past, we have found that the quality of the software updates to the system lacking basic QA process and it has become quite simple to find bugs in the new features. I would say that the support team is very good at getting back to you within half a business day and providing us with workarounds of problems that we have highlighted.

Pros:

User Support, Workflow module

Cons:

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

Best Part of Vivantio has been the Approval Process

Pros:

Our company uses this software internally. So our employees are our customers, so to speak. I was able to configure the workflows to assign tasks to other employees to provide approval for things such as hardware/software purchases, access to our software systems, new employees, etc. Regular employees do not require a license to perform these approval tasks, which was not the case in the competing software. Also, the Self Service portal turned out so beautiful and useful to our employees. We get really good feedback from users. Customer representatives are very hands on and helpful. I have admin'd other software and while other, more popular software has more documentation, their reps are non-existent.

Cons:

The set up is very dependent on the Vivantio reps, and the self-help for configuration is not very useful. The reps do a fantastic job of leading the new user through configuration but some people like to do that themselves. I have admin'd other software and while other more popular software has more documentation, their reps are non-existent.

Good value for money ITSM Tool for ITIL based Service Desks

Comments: I have had limited experience with Vivantio technical support and after sales however the interactions that I had were pleasant and prompt. I have attended a handful of user groups over the years with former colleagues and the owners and developers that I talked to were very open and receptive to user feedback and seemed genuinely interested in their users. Vivantio are a small enough organisation to have a relatively personal interaction level to their user base which is nice as it makes you feel more valued and appreciated as opposed to larger corporations which have a far more clinical approach.

Pros:

I used Vivantio daily for 6 years and whilst the Organisation that I worked for did not take full advantage of all it had to offer the main features within the software that we did use were great. The user interface is simple and straightforward and doesn't take a lot of time to pick up, it is reasonably configurable to your specific organisation however the main layout is entirely ITIL based split into Service Requests, Incidents, Problems etc meaning if you do not follow this framework then it may not be the best tool for you. It has all the features that most users would need from an ITSM Tool such as asset management, reporting, raising support calls, CRM management, self service user interface etc. As I have had limited experiences with other ITSM and CRM software I cannot fully compare its functionality with others however I personally found it did everything I needed it to. Vivantio offer both managed and self managed versions of the software depending on the size of your Organisation and the expertise you have available. I left the Organisation before their full implementation of the latest version of Vivantio (Flex) so cannot speak fully about that but from what I did use of it I found it very intuitive and time saving. Overall I recommend Vivantio as a company and their ITSM suite of tools offer excellent value for money in my opinion.

Cons:

There is nothing that I particularly disliked about the software itself.

Excellent ITSM System, a must for all

Comments: 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.

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.

A solid incident management tool.

Comments: All time and incidents easily logged and followed, with easy to use queues for each individual user to keep track of each agent. We're also able to quickly create and view KB articles on the fly to transfer common knowledge.

Pros:

Clean interface and easy to use. Highly customisable in regards to queues, and an easy to use scheduling system to schedule various automated tickets, with checks or standard template incidents.

Cons:

It can be quite slow to quickly switch between tickets if you need to compare information between multiple incidents.

It is a good software to manage your work.

Comments: Is a good administration for work

Pros:

The software use "ITIL foundation", is easy use this software is based on tickets and provide status for any updates or resolution of your ticket.

Cons:

The reports is difficult and slowness for creating in general the all reports are very simple this is a good opportunity area

Vivantio

Pros:

I like the customization options you have that other products don’t and won’t offer

Cons:

It takes a bit to get logged in and to navigate but not too many cons

The best solution for many management services

Comments: I consider it a more complete tool that I can definitely recommend.

Pros:

It is a software that serves to manage many services, in my case it facilitates the processes of attention to the user, with an excellent interface that facilitates its use, which makes it very safe and reliable. Improves and automates the process of incident management in the users of our services and IT support through support services for ticket activation, expansion and support routing.

Cons:

In general, the software is excellent, however, there are functions at the moment of managing the incidents that cause some errors but do not affect the functionality.

Simple and easy tool to use.

Comments: 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!

Pros:

Easy to use

Cons:

Slow, CSS is not very pretty.

Great for organizations who adapt ITIL

Comments: As an IT consultant and a Tier 3 escalations engineer, I am not a daily user of Vivantio Pro as I only deal with support tickets if they are escalated to me.
However, in working with the Level 1 support desk in our organization, who uses it on a daily basis and as a mission critical application, I hear very little complaints about it on a day-to-day basis. You could say that "no news is good news" regarding users and their perception of the quality of the application :)
Secondly, in my own experience, I find Vivantio Pro easy to use and efficient. I have rarely experienced Vivantio technical issues and if there issues with access to the site, the resolution time has been more than acceptable.
Lastly, and probably most importantly, as a person who recently joined a global organization who is highly client focused and uses ITIL framework and methodologies as means to be client focused, Vivantio Pro is a good fit as it offers an adaptable and wholistic approach to IT service managment.

Pros:

Adaptable an ITIL focused

Cons:

More value for the money.

Application support is good, but need some improvement

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

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. :(

Excellent Service Desk software

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

Pros:

Ease of use and has all of the functionality that we need now.

Cons:

Anything we have found issues with has been resolved or upgrading to pro has taken care of.

Great potential, needs more reliability

Comments: "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

Pros:

Very productive database management when it works

Cons:

features stop working. Freezes often. Direct contact

I'm here for the 20$

Comments: 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.

Pros:

Easy to use and navigate.

Cons:

The need to log everyday.

Basic service desk product

Comments: We use Vivantio for some years now, it does the job, so no issue there. But, it's not mobile device friendly, so if you would like to use it on a tablet or a phone, reconsider.

Pros:

it works

Cons:

it doesn't look 2017, it doesn't work on the mobile devices

Vivantio Review

Pros:

Cloud based application and ability to access everywhere

Cons:

No major COns which is why this application was chosen

Over all Vivantio is an awesome tool.

Comments: 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.

Pros:

Its interface is very user friendly.

Cons:

No Comments, in fact I love this tool

We love Vivantio!

Comments: So far, the customer support has been great and we really enjoy working with the Vivantio Team! We look forward to growing with the company and hopefully work with the team to get some of the features not currently available.

Pros:

It's easy to use and the cost is great compared to other systems on the market with less features.

Cons:

There are some features missing that would make the system so much easier, like in the Asset area; we need to be able to see the user an item is attached to and the description. It's very hard to tell what an item is based on a serial or ID number in the deafult view which means you have to go into each enter to view those details and it's a huge pain. It's my least favorite thing about the system. Also, I LOVE to customize things so, the more customization options there are the better, for me.

Vivantio review

Comments: 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.

Pros:

Ease of use

Cons:

lack of transparency. cannot easily track a items history.

IT Infrastructure

Comments: 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.

Pros:

The customizing

Cons:

No separate pop up window to print requests

Vivantio is great

Comments: 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 .

Pros:

Interface framework is brief.

Cons:

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

Vivantio pro

Comments: I love using vivantio pro, it makes tracking our issues through environments from multiple sources a breeze compared to how it was previously done. It also congregates communication very effectively allowing everyone involved to see what is going on as it happens.

Pros:

It makes tracking issues easy it also handles communication very effectively.

Cons:

Nothing

excellent product easy to use

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

Pros:

ease of use

Cons:

can be hard to manage at first