Vivantio ITSM Features

Vivantio ITSM

Flexible, Trusted, Reliable Service Desk Software

4.27/5 (161 reviews)

Vivantio ITSM Feature Summary

  • Unmatched Codeless Configuration
  • Active Directory / LDAP Integration
  • Flexible Concurrent Licensing
  • Market-Leading Analytics
  • Award-Winning Support
  • Incident, Problem and Change Management
  • Third-Party API Integration
  • SaaS or On-Premise Delivery
  • ITIL
  • Interactive Dashboards
  • Asset Audit Trail
  • Business Rules Engine
  • Self-Service Web Portal
  • Knowledge Base
  • Customizable Views
  • Email-to-Ticket
  • Tasking
  • Asset Management / CMDB
  • Service Level Agreements (SLA)

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (185 other apps)
Activity Dashboard (93 other apps)
Automatic Notifications (91 other apps)
CRM Integration (78 other apps)
Chat (170 other apps)
Contact History (72 other apps)
Customizable Branding (92 other apps)
Email Integration (83 other apps)
Instant Messaging (88 other apps)
Knowledge Base Management (90 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (63 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)
Support Ticket Management (66 other apps)
Surveys & Feedback (80 other apps)
Third Party Integration (112 other apps)
Workflow Management (73 other apps)

Competitor Feature Comparison

Vivantio ITSM Feature Reviews

25 reviewers had the following to say about Vivantio ITSM's features:

Akinbola Fatoye

ITSM with ease

2017-02-03

The short learning curve afford makes it easy for widespread adoption in the Enterprise.

Pros

Ease use of use and adaptability

Cons

API integration

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Brian Knox

Great and intuitive interface. Easy to use.

2017-08-03

Improved SLA tracking, on the fly ticket monitoring.

Pros

Excellent process for tracking tickets and monitoring SLA.

Cons

DB engine can lag at times when running larger saved searches. Not an issue, just refresh and away you go!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Katie Brown

Amazing piece of Kit!!!!!!

2017-02-03

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.

Pros

Ease of use

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Vivantio ITSM

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

Source: Capterra
Helpful?   Yes   No
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David Lean

Excellent Product

2017-01-31

Having worked in IT support for a number of years across different industry sectors, I have used a number of different Helpdesk ticketing/service management products.

Pros

Ability to monitor a raft of IT Services such as change management, service desk tickets, problem management.

Cons

Web views can sometimes be slow to update and cannot switch easily between windows if you need to go back and check something.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Andy Salih

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

2018-02-15

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.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Adam Day

Getting Our Monies Worth

2017-02-03

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.

Pros

SaaS offering, Customer Portal, and easy Email to Ticket integration

Cons

Limitied customisation

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10

Recommendations to others considering Vivantio ITSM

A more mature API would massively aid integrations in/out of Vivantio

Source: Capterra
Helpful?   Yes   No
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Amit Sharma

Vivantio Pro Review

2017-02-27

So far.. it's been a pleasure to use to track/monitor all our incidences, either open or pending.

Pros

The user friendly interface and ease of use.

Cons

None so far

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Vivantio ITSM

None

Source: Capterra
Helpful?   Yes   No
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Kiran Kumar Kari

Reviewing after 6 months of usage

2017-02-07

It is very easy to understand, to raised ant kind of tickets, to report and to maintain a Knowledge base.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Vivantio ITSM

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

Source: Capterra
Helpful?   Yes   No
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Tanner

Wow! Finally...someone got it right!

2014-02-13

We tested a lot of ticketing systems but they were just that.

Pros

Real IT features. Ticket and asset linking.

Cons

Comes with more features than we need right now. Is that a Con?

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No

Response from Vivantio


Ha. We've actually got an article / white paper on just that topic. A brief quote: "In the same way that a square can be a rectangle but a rectangle can't be a square, true help desk software can be customer support software BUT customer support software can't be true help desk software."

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Renato Gomes

My time working with Vivantio Pro

2017-01-31

Good software for ticket management with a lot of potential for the reports maintaining a platform that is easy enough to use by end users.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Syed Rafi

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

2017-12-20

Knowledge gain.

Pros

with these application we can generate all the reports with easy way and its very easy to find errors which we have done errors.

Cons

Some time its Hangs and some time while searching with ticket number its gives a result wrong that could one i am facing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Nelson Tillero

Great potential, needs more reliability

2017-02-06

"Performance..." and "Active Incidents" tab do not work over %50 of the time. Incidents that are merged can not be unmerged.

Pros

Very productive database management when it works

Cons

Direct contact

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
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Zubair Aboo

Change Management Made Simple

2017-02-03

Vivantion simplifies the workflow by assigning the relevant tasks to the teams and make communication between departments and our end customer efficient.

Pros

Creation of tasks during change ticket.

Cons

compatibility with chrome

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Richard Armstrong

Vivantio Review

2017-01-31

Good uptime and notifications from the Vivantio team if there are problems with the platform.

Rating breakdown

Ease of use
Features
Source: Capterra
Helpful?   Yes   No
Read more
Geoffrey Walsh

Great for small businesses, less good for large enterprises

2017-02-10

The weaknesses only become apparent when the numbers of users passes around 20, tickets pass 100 per week and customers pass around 20.

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.

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10

Recommendations to others considering Vivantio ITSM

If you are a small organisation (less than 100 perhaps) then I would definitely recommend this. Vivantio are very helpful in setting up the system to meet your needs, and to a large extent it does everything you need for ticket management, problem management and change management. However if you are a medium to large organisation I would recommend something with more automation, like perhaps Service-Now.

Source: Capterra
Helpful?   Yes   No
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Victor  Hugo Paz, Cereceres

It is a good software to manage your work.

2018-05-21

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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lamonique bates

Vivantio Review

2017-01-31

There still are areas where there can be some improvements, would like to see better dashboards and reporting.

Pros

Ease of use and configuration

Cons

Dashboards and reports

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Tim Braun

Good bang for the buck

2017-01-31

Could be a little more flexible, but overall has a good workflow. Significant improvement over the previous generation client.

Pros

Web based, and fast if you have a fast internet connection.

Cons

Could be more flexible in conforming to our workflow. Some options are not customizable, and some are, at a price.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering Vivantio ITSM

Works well for a helpdesk solution. Good bang for the buck.

Source: Capterra
Helpful?   Yes   No
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Desu Spandana

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

2017-02-03

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.

Pros

Very good tool to work

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Vivantio ITSM

Till now I did not faced any Issues with this tool

Source: Capterra
Helpful?   Yes   No
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Aditya Shishodia

Good Ticketing Tool

2017-02-07

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

Pros

Ease of use Light, pulls up quickly.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Vivantio ITSM

NA

Source: Capterra
Helpful?   Yes   No
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Ashok Reddy

Vivantio is a user friendly ticket tool

2017-02-03

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering Vivantio ITSM

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.

Source: Capterra
Helpful?   Yes   No
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Geraldine Roncal

Lessen the downtimes

2017-02-01

That makes us unable to work on our tickets properly.

Pros

It is capable of making reports that is easy to use and read.

Cons

unexpected times that it will decide itself that it will be unusable for sometime.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Vivantio ITSM

Keep the support team's email and telephone number. They are your friends.

Source: Capterra
Helpful?   Yes   No
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Brian Knox

Excellent Tool, Could use a few more features.

2017-04-14

Could use more customizable features such as the ability to create custom email response templates when notating a ticket.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Telecommunications company, 51-200 employees)

The best solution for many management services

2018-12-30

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

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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David Carey

A solid incident management tool.

2017-07-14

We're also able to quickly create and view KB articles on the fly to transfer common knowledge.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more