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Vivantio Reviews

Reviews summary

Pros

It also is a great tool for workflow and asset management. We have been able to assign incident tickets effortlessly to other members of the team.

Amit S.

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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.

David L.

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I am happy using this software. Reports section impressive and engineer can generate reports according to his requirements.

Yatish V.

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Cons

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.

Geoffrey W.

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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.

Geoffrey W.

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Some basic features are missing such as being able to read and write information from emails.

Emmanuel E.

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Overall rating

5

4

3

2

1

77

61

24

3

0

84%
positive reviews
98%
would recommend this app

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165 reviews

recommended

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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INTUITIVE TICKET MANAGEMENT SYSTEM

Reviewed 3 years ago

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Excellent product and customer service

Reviewed a month ago
Pros

The software is easily customisable and changed pre and post-launch of the system, meaning that you can launch, get it wrong and change it. The capabilities seem endless and offers all requirements that we need.

Cons

The difference in the admin area to the technician portal is a little bit confusing at times. I believe that the back end admin area needs upgrading to the FLEX environment.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Excellent Product Support but lacking finer details

Reviewed 4 years ago

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Best Part of Vivantio has been the Approval Process

Reviewed a month 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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Good value for money ITSM Tool for ITIL based Service Desks

Reviewed a year ago

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...

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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

Reviewed 3 years ago

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...

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...

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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A solid incident management tool.

Reviewed 4 years ago

All time and incidents easily logged and followed, with easy to use queues for each individual user to keep track of each agent. We're also able to quickly create and view KB articles on the fly to transfer common knowledge.

Pros

Clean interface and easy to use. 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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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It is a good software to manage your work.

Reviewed 3 years ago

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Vivantio Review

Reviewed a month ago
Pros

Cloud based application and ability to access everywhere

Cons

No major COns which is why this application was chosen

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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The best solution for many management services

Reviewed 2 years ago

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

Pros

It is a software that serves to manage many services, in my case it facilitates the processes of attention to the user, with an excellent interface that facilitates its use, which makes it very safe and reliable. 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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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Great for small businesses, less good for large enterprises

Reviewed 4 years ago

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...

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Excellent ITSM System, a must for all

Reviewed 4 years ago

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...

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Vivantio is a user friendly ticket tool

Reviewed 4 years ago

I am using the Vivantio ticketing tool since 2015 and it's user friendly tool. We can extract the reports in a simply way without any hassles. While view of current tickets status and customer information (for adding or removing), I am happy with Vivantio. However, I found some issues with checking view of last update on ticket as the frame of last update area is very small and it's not possible...

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.

Overall Rating
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Good features, but Interface could be improved

Reviewed 4 years ago

There are some good improvements over the old Vivantio platform. However, the lack of a good mobile experience holds the product back, it is simply unusable on a mobile phone, and I do not know of an app at this point Also, it would be better if each user had a dashboard as standard that would list all items assigned to the user, (incidents, calls, tasks ) Also, if we could simply refresh a...

Pros

features

Cons

UI

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Vivanto ITSM great software in an easy to use package

Reviewed 4 years ago

We use vivantio on a daily basis, and find it to be an exceptional and versatile tool, it makes tracking and linking of assets to " users" an easy task, the reports and dashboards which are in the system and can easily be created are also very versatile and provide a wealth of information, to such an extent that other areas of the business are now potentially looking at using vivantio as their ticketing...

Pros

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

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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4/5 - Pretty good product.

Reviewed 4 years ago

Lacking some features - Would be nice to copy over Dashboard configuration over from one system area to another (Dashboards set up to show call closures in one system area (IT team) has to be set up a fresh when setting up new system areas (L&D team). Would be nice for these to be able to be copied over. Search feature is very temperamental, when searching free text in subject line / content / title...

Pros

Support / Ease of use

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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

Reviewed 4 years ago

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 .

Pros

Very good tool to work

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Excellent Product

Reviewed 4 years ago

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!

Pros

Easy and quick to modify and use. Ability to monitor a raft of IT Services such as change management, service desk tickets, problem management. Aligns to ITIL best practices.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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User friendly

Reviewed 4 years ago

This is very user friendly software and can be used without much of training. The only add on I can recommend is that there should be some help videos for anyone new and/or FAQs which should help most of basic and general queries resolved so that unnecessary feedback is not provided.

Pros

Ease of use. This software does not need much of training and is very user friendly as far as my experience is concerned.

Cons

There should be some FAQs which should be good library for users in doubt, so that most of things do not need to be sent via feedback.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Proactive Service

Reviewed 4 years ago

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.

Pros

Easy to use Quick and responsive expansive and through

Cons

search criteria can be sometime confusing when trying to search for calls users or assets without the IN number

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Vivantio Review

Reviewed 4 years ago

we have been using Vivantio for the past 4 years. To date we have been pleased with the product. From an end user perspective it is simple and easy to use. From a tech perspective, since i administer the system, has been easy to configure. I am very pleased with the Support that we receive, Andrew Stevens has been awesome. He has worked very hard to ensure that the system meets our business needs. Whenever we have requirement he is constantly finding ways to be able to implement them. 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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Excellent Software for Global IT use

Reviewed 4 years ago

Our company has been using Vivantio for over 10 years and have found it to be a very powerful tool for our global IT departments. All of our sites are able to coordinate helpdesk tasks, workflow tasks and infrastructure deployments in a very organized fashion. It allows us to communicate with one another and stay on top of frequent IT problems and issues. We have the ability to collaborate on issues and work on solutions together. The tools are very powerful and helpful in our day to day use. The software has many features that we haven't started using yet, but I'm sure we'll get around to them eventually.

Pros

Easy to use and lots of features

Cons

n/a

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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Getting Our Monies Worth

Reviewed 4 years ago

Are are taking more than full advantage of the ITSM offering from Vivantio. We have a LARGE number of advanced features being used. Although sometimes we suffer some performance slumps for a good percentage of the time the system does what we need. 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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Reviewing after 6 months of usage

Reviewed 4 years ago

First thing I would like to convey is about the easy options in Vivantio. It is very easy to understand, to raised ant kind of tickets, to report and to maintain a Knowledge base. I have raised some of the issues with Vivantio Support especially working on reports, the support was quick and is persistent till it get resolved.

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Lessen the downtimes

Reviewed 4 years ago

There are several times that our support line experienced downtime during shifts. That makes us unable to work on our tickets properly. Although, the support team of vivantio is very helpful, we wish you can lessen the downtime of the app on specially on the time we use it most.

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.

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