What Is Vivantio?

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence.

Who Uses Vivantio?

Small and medium-sized growing B2B businesses looking for Service Optimization across all disciplines and teams to provide real business efficiency and optimal service delivery.

Vivantio video Vivantio Software - Dashboard Example Vivantio Software - Flex Home Screen Vivantio Software - Incident Example Vivantio Software - Self Service Portal

Not sure about Vivantio? Compare with a popular alternative

Vivantio

4.3 (167)
Vivantio
US$42.00
month
Free version
Free trial
137
9
4.2 (167)
4.2 (167)
4.4 (167)
VS.
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
US$14.00
month
Free version
Free trial
143
40
4.4 (1,831)
4.5 (1,831)
4.3 (1,831)
Why am I seeing this?

Alternatives to Vivantio

Sponsored
Put customer service at the heart of your company. Make agents more productive, managers more impactful and customers more empowered. Learn more about Zoho Desk
ITIL-aligned service management software with KPI dashboard that helps track workload for each employee and assign tasks efficiently. Learn more about TOPdesk
Save time and reduce costs with innovations that reimagine your customer relationships. Learn more about Salesforce Service Cloud
The next generation of PSA tool. Complete professional services automation package for software and services businesses. Learn more about CloudBlue PSA
Get your software set up in as little as 24 hours with our industry-leading, 100% U.S.-based 24/7 customer support. Learn more about Issuetrak
Tackle projects and improve workflows with Wrike’s work management software. Remove barriers, find clarity, and exceed goals. Learn more about Wrike
VIZOR is an ITIL best practice helpdesk issue tracking solution for IT end user and customer support. Try now for Free. Learn more about VIZOR IT Asset Management
Start for Free with LiveAgent and provide excellent customer service with the ultimate help desk solution for companies of all sizes. Learn more about LiveAgent
HaloITSM brings everything you need for IT support into one centralised solution. Learn more about HaloITSM
A help desk ticketing software that helps you to remove clutter and manage your customer support queries easily from multiple channels.
Zendesk provides the complete customer service solution that’s easy to use and scales with your business.
Service Management Software Suite that represents a comprehensive solution for service, support, and customer care
C2 ATOM is a powerful online IT service management software, fully customizable to your operational performance enhancement needs.
Powerful and robust helpdesk software for all industries and organizations; available through Cloud hosting or self-hosted On-Premise.
Alloy Navigator is a real-world solution beautifully designed for real-world customers, built by real-world IT people just like you.
Configure your dynamic business software solution with the VobeSoft no-code solution. Create a simple CRM or an enterprise application.
Enterprise-class Service management application built for multinational organizations around Service Integration and Management.
BOSSDesk is an award winning Help Desk, Service Desk, ITSM and asset management solution available for Cloud, On-Premise and mobile.
Ticket Management, Customer Success, Customer Experience, Knowledge Base, NPS, CSAT, CES, Customer portal, Mobile apps, CRM data Sync
The customer support platform that ensures you understand customer needs, get to the root of their issues, and increase their happiness

Reviews of Vivantio

Average score

Overall
4.3
Ease of Use
4.2
Customer Service
4.4
Features
4.2
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
47%
4
37%
3
14%
2
2%
Polly Ann
Software QA Analyst in US
Airlines/Aviation, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Best Part of Vivantio has been the Approval Process

4.0 2 years ago

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.

Jonathon
Technical Support in UK
E-Learning, 501-1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Good value for money ITSM Tool for ITIL based Service Desks

4.0 3 years ago

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.

Andy
Senior Service Delivery Analyst in UK
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Our IT support staff use this software to manage helpdesk calls efficiently, great for all businesse

4.0 5 years ago

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 an incident requires more than one team with the Vivantio system it is possible to easily set other IT support teams a set of subtasks that may be required to complete a solution, so many tasks can be assigned to one incident creating a master call in effect.

Pros:

This software offers lot's of functionality, the client management features allows interaction with external and internal clients, calls can be managed easily and end users can track their own updates and call status. We find that Active Directory / LDAP Integration is most useful making it easy to configure and are able to use our own AD security groups to configure permissions to access ITSM We are able to manage end users incidents via Incident Management, offers great functionality keeping the user up to date with the progress of their call working towards a remedy, with automatic notifications when the call has been updated with new information with the Problem Management feature we are able to easily keep records of current workarounds that have been implemented until a more permanent fix has been sourced. Change Management - We use this for major changes to the network with our network team, and much more listed below. Ticket Templates Automated Ticket Routing Built in Reports Service Level Agreements (SLA) Asset Management / CMDB Asset Audit Trail Custom Report Builder Data Export (PDF, XML, CSV) Business Rules Engine Automated Escalation Rules Self-Service Web Portal Tasking Customizable Views Build-in Interactive Reports Custom Reports Builder Service Level Man

Cons:

some features don't allow multiple close on calls, so if there are lots of tasks closing them in one go can't be done.

Geoffrey
Service Operations Team Lead in UK
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Great for small businesses, less good for large enterprises

4.0 6 years ago

Comments: Vivantio does what it says on the tin, and for a small organisation it does a fine job. The weaknesses only become apparent when the numbers of users passes around 20, tickets pass 100 per week and customers pass around 20. Then you start to realise that there are too many manual steps in the use of the system. A good example is SLA (service level agreement) reporting; how have we performed this month against the targets we are contractually obliged to meet? An analyst works on a ticket, sends an update, then marks the ticket 'awaiting customer'. The SLA clock stops. The customer replies, but crucially there is no mechanism to start the SLA clock again, and if no one notices the SLA clock does not start again. For a small business this is not much of a problem but in the big leagues being unable to measure performance against SLA is the same as failing SLA. Reports look great but are a nightmare to set up. If you don't know crystal reporting you may need a course just to send out a daily report of how many tickets you have open. The Change workflow is rather good though. Custom workflows can be defined, where a user raises a change and submits it for approval. Any number of approvers can then be notified and the change can only be actioned when all the necessary approvers have given their go-ahead. One downside is that each person who actions the change must choose who does the next action, and if anyone forgets no tasks are assigned to anyone. Again, this is fine for low use, but if you are dealing with a hundred changes a week and need to convene a CAB meeting you may risk missing something. The support department are helpful and friendly though. Always a pleasure to deal with. Overall, I would say that Vivantio improved my own service desk, but outlived its usefulness in around 4 years.

Pros:

Ease of use; easy to set up and configure; helpful support staff; cloud-based and so can be used from anywhere; configurable change workflow; self-service portal; auto-update of changes via email; Licencing by concurrent users, meaning that many users can be set up, but there is a limit on how many can access the system at once. This is very useful for users raining changes who do not need to access the system often, and keeps the cost down.

Cons:

Functionality quite basic; No accurate way to measure SLA; not enough automation - it needs to be able to automatically change statuses, assignees, etc., based on user actions

Andy
Senior Service Delivery Analyst in UK
Design, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent ITSM System, a must for all

5.0 6 years ago

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.