Vivantio Features

If customer's use it its a good way of tracking service requests

see previous comments, regarding adding retrospective requests. Also you do not have an Industry for Housing or Property Development on your list. I have previously worked in investment banking and also venture banking but now work for a charitable housing association (wanted to be part of a business with social objectives). Have therefore had to select 'real estate' as this is the nearest but as one of southern England's largest housing associations, we provide homes for more than 67,000 people.

Ease of use and configuration

Dashboards and reports

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

Limitied customisation

- 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

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

Useability

Down time

Very very user friendly. every category is provided very clearly and easy to handle by every one. No need of technical knowlege

Description area to be Increased. And not to edit the comment once done. If that has been modified it will be the best tool ever In the market.

Everyone has access and can be kept up-to-date User Friendly Good tool when not on same working sites

Nothing at the moment (new user)

My favorite feature is the filters. I can cover multiple sites and check all of my team mates ticket queues with one click of a button. This really comes in handy during holidays when I am covering multiple sites.

Vivantio needs to be able to open and check more than one ticket at a time. When I have multiple tickets, it takes me an absurd amount of time to check them and put them on hold. The entire time that I am going from ticket to ticket, the sla clock is ticking, and this is time that I could be working to resolve the issues in the tickets.

adhering to ITIL standards, the fact that it now works in most web browsers as a SAAS service

Sometimes a bit slow in responding but never constant.

Excellent process for tracking tickets and monitoring SLA. Intuitive workflow, highly customizable.

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

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

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

No pros were added to this review

No cons were added to this review

Ease of use Light, pulls up quickly.

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

The user friendly interface and ease of use.

None so far

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.

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.

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...

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

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...

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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.

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.

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

Keeps the users in the loop with updates on incidents, being able to assign tasks to one incident for different team members

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.

You can do everything you need with it and it has a lot of features. A good feature is the ability to edit emails in rich text with company branding, and users can be given granular permissions. In addition, the ITSM package offers several automation options. It has been a pleasure working with Vivantio's support team. System configuration can be as simple or as complex as you like. You may want high-level information in some areas without getting distracted by details that other systems require. It's suitable for that. In general the pros are: A user-friendly interface that can be easily adapted. Specifically, queue management and task ownership. I never encountered any outage due to stable performance and availability. The level of technical support

There is not a lot to dislike about Viviantio. Maybe adding more simplicity to the software

Thank you so much for your fantastic feedback Chrysanthos, it's great to hear that your business needs are being fulfilled by continual automation and functionality that our ITSM subscription offers. We continually strive to meet customer expectations and it's always lovely to hear such great feedback. We really appreciate your constructive comments on setting up more simplicity to the software. It would be great to set up a call to discuss this further, this is to ensure we feedback details to our Product team as we continually strive for product excellence. Please do contact myself on Sophie.stephens@vivantio.com for any further feedback or assistance.

mainly the Vivantio ticketing tool is user friendly and easy to understand for all kind industries.

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.

features

UI

it's easy to use once configured correctly the information you can get out of the system is very user friendly and easily accessible

If linked to active directory, if a user entry is removed from ad it is very hard to locate any previously raised incidents for the person.

Support / Ease of use

Search feature doesn't work well / Site should be updated with more useful guides