SolarWinds Service Desk vs Vivantio Comparison

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. Vivantio is easy to modify which makes it easy to give a better quality environment and ensure good adoption rates from your users. The customer portal we set up has been very well received. It's quick, responsive and overall the best product I've used! Highly recommended!

Having now trialed Vivadesk alone side a number of its rivals, I have to say its dollar for dollar the best Service Desk we have come across.

I have been using Vivantio for about 8 months now and really enjoy it as a service desk tool. I've used many different types of service desk products - including home-made custom ones in Salesforce, SharePoint, Service Now, etc. So far, Vivantio has been my favorite. It's very user friendly and easy to use. Our IT team picked it up rather quickly. It's also easy to reference old tickets and know what you need to work on.

We have been using Vivantio for over five years we have seen it evolve sometimes at our request but also as the product has been updated. We have had experience with other service desk products but our technicians and users prefer Vivantio products

Previous experience was with tools which have great capability and configurability, but at the expense of having a confusing user interface. Vivantio is logical and simplified, yet still delivers on all of the key capabilties you expect from a service desk application.

We've moved to Vivantio ITSM from their Service Desk product. We've received great support from their technical teams as we prepare to go live. Vivantio ITSM fully configurable and easy to put together. Really excited to build on the foundation that its provided us with.

Vivantio has been very useful over the past few months since it has been implemented and it has provided a better customer support platform which our service desk looks to build upon. Finding that not only can it be used as a simple ticket system however it can be used for more extensive project planning! Definitely recommend for service desks looking to provide a more stable and quality service to their customers.

Vivantio is the fast and consistent service you want for your help desk as it can easily track and manage all of your incidents that have been raised in the past and any current issues open. Furthermore, the software also helps your customers with self-help documents that are quickly searchable, making it easy for them to resolve their own issues or problems without getting an IT support staff.

Offers solutions that work with a variety of business needs, from customer service calls to IT help desk tickets. These solutions are flexible enough to be customized to meet each business's environment. Each component, including tickets, assets, knowledge base articles, and end users, can be linked to provide on-demand relationship data and time saving trend analysis. Knowing how many tickets are associated with a particular computer can assist in replacement decisions.

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. Through this tool itself . Vivantio is over major Ticketing tool. 2) This tool makes our work easier in term of ticket creation and time tracking ,Report pulls ,and graphical representation of Analysis . Its an industry-leading, award-winning service management software that can automate and streamline your organization's service desk. Finally, a Very well designed tool for Support Team 24*7 ,In a few clicks we can get all the ticket information .

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 are what we aim for

I have not used customer support and do not know whether this is value for money as I am not involved in procurement. I am an analyst and our team use it to manage our workload. I have to say I don't find it very easy to use when I have to add a customer's service request retrospectively (ie. they have not requested reports via Viva desk but by email for example). Then finding the service request afterwards can be tricky once added. If you save without populating all the fields, just the 'red' compulsory ones, then the case does not save but simply disappears but it doesn't prompt you to fill anything else.

It provides customer service optimization and solutions. With Vivantio, businesses can achieve unparalleled service excellence by combining enterprise-level software with scalable, flexible and intuitive cloud-based solutions.

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

This solution is designed from ground up to be in line with ITIL best practices. By using Vivantio, we are able to manage Incidents and service requests more effectively and provide, or exceed, the level of service to the customer.

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.

Entirely trouble free usage, very stable service. Would recommend wholeheartedly to any organisation considering a new helpdesk software.

Offers a trustable + quality service I would recommend Vivantio to anyone wanting a ticket database solution they can rely on.

Communication with the customer service team has been good. The ticketing system is much more user-friendly than our last system!

Working with other service/ticket queues I have found that Vivantio is easy to use. I would like to see a couple features added as well like to see a fix on the graphs. I have been keeping track of my tickets completed to put against graphs and as well per person. I am finding that they don't match what I have completed and sometimes off by 20 tickets or more.

I use Vivantio on a daily basis as part of my IT support role. The upgrade that was done in 2014 has been fantastic. On occasions there may be so slow processing but the customer service department are always proactive in informing us of any technical issues they are experiencing with the service that affects us as the customer.

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"...

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Previuosly we used Maximo as our ticketing tool, When compared to the Maximo the VIvantio is excellent and the cusotmer service is also very satisfactory.The ease of using the tool os very easy

Nothing comes close to Vivantio when it come to customization and reliability. We searched long and hard before we settled on VivaDesk (Vivantio), and we couldn't be happier. Excellent customer service to boot.

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.