Vivantio Pricing, Features, Reviews & Comparison of Alternatives

Vivantio

Flexible Software. Focused Service.

4.27/5 (159 reviews)

Vivantio overview

What is Vivantio?

Vivantio offers leading, flexible service management software that meets the demands of any service teams across an entire organization without being cost- or growth-restrictive. Our platform is ideal for mid-size companies and smaller business with a growth trajectory across a multitude of industries.

By centralizing service management operations, companies can reduce licensing costs, improve inter-departmental efficiencies, share knowledge and centralize management reporting, allowing business owners and department heads to focus on the true cost of service delivery and measure service excellence.
www.vivantio.com

Pricing

Starting from
$48/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, Europe, Latin America, Mexico, United Kingdom

Supported languages

English, French, Hungarian, Spanish
Vivantio screenshot2019 Vivantio Custom Forms and FieldsVivantio screenshotVivantio screenshotVivantio screenshotVivantio screenshotVivantio screenshotHello, We're Vivantio

Vivantio reviews

Value for money
Features
Ease of use
Customer support
  4.2
  4.2
  4.2
  4.4
Anonymous

INTUITIVE TICKET MANAGEMENT SYSTEM

Used daily for 2+ years
Reviewed 2018-06-14
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

Andy Salih

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

Used daily for 2+ years
Reviewed 2018-02-15
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

Geoffrey Walsh

Great for small businesses, less good for large enterprises

Used daily for 2+ years
Reviewed 2017-02-10
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

Minimize review

Darren Gipson

Excellent Product Support but lacking finer details

Used daily for 2+ years
Reviewed 2017-01-31
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 5/10

Minimize review

Andy Salih

Excellent ITSM System, a must for all

Used daily for 2+ years
Reviewed 2017-02-03
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Minimize review

Vivantio pricing

Starting from
$48/month
Pricing options
Free trial
Subscription
View Pricing Plans

Our pricing model is flexible, unique to the buyer and based on volume.

Vivantio features

API
Activity Dashboard
Alerts / Escalation
Application Integration
Auditing
Drag & Drop Interface
SSL Security
Third Party Integration
Workflow Management

Access Control (108 other apps)
Activity Tracking (87 other apps)
Automatic Notifications (126 other apps)
Collaboration Tools (79 other apps)
Compliance Management (74 other apps)
Data Import/Export (110 other apps)
Data Visualization (73 other apps)
Monitoring (211 other apps)
Real Time Data (87 other apps)
Real Time Monitoring (98 other apps)
Reporting & Statistics (114 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Additional information for Vivantio

Key features of Vivantio

  • Point-and-Click Codeless Configuration
  • Active Directory / LDAP Integration
  • Interactive Dashboards
  • Service Level Agreements (SLA)
  • Asset Management / CMDB
  • Asset Audit Trail
  • Business Rules Engine
  • Automated Escalation Rules
  • Tasking
  • Customizable Views
  • Build-in Interactive Reports
  • Custom Reports Builder
  • Email-to-Ticket
View All Features

Benefits

Vivantio exclusive "Ticket Types" framework allows your organization to uniquely configure, track, & fulfill multiple types of requests from virtually any department (IT, Facilities, HR, Marketing, etc.).

Clear-cut pricing, a flexible licensing model and in-house implementation, training and support ensure a valuable return on investment.