Vivantio

4,3 (177)
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Software de centro de atención flexible, de confianza y fiable

Sobre Vivantio

Vivantio Pro es mucho más que un mero software de venta de entradas. Vivantio Pro es una solución completa de gestión de servicios de TI que incluye soporte técnico - Gestión de activos - Sincronización AD/LDAP - Gestión del cambio - Base de conocimiento - Portal web de autoservicio - Inicio de sesión único - Creación de informes de analíticas KPI - y mucho más. Vivantio Pro proporciona automatización y agiliza tu flujo de trabajo de asistencia de TI para que tu equipo pueda responder y entregar resoluciones a los usuarios finales de manera más eficiente, al tiempo que reduce los costes totales de TI.


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Vivantio

4,3 (177)
VS.
El más valorado

Precio inicial

US$59,00
mes
EUR 14,00
mes

Opciones de precios

Versión gratuita
Prueba gratuita
Versión gratuita
Prueba gratuita

Funciones

163
159

Integraciones

19
40

Facilidad de uso

4,2 (177)
4,4 (2.159)

Relación calidad-precio

4,3 (177)
4,5 (2.159)

Atención al cliente

4,4 (177)
4,3 (2.159)
Las barras de puntuación verdes muestran el producto ganador en función de la puntuación media y el número de opiniones.

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Opiniones

Calificación general

4,3 /5
(177)
Relación calidad-precio
4,3/5
Funciones
4,2/5
Facilidad de uso
4,2/5
Asistencia al cliente
4,4/5

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¡Ayuda a los compradores de software! Las opiniones sobre los productos son útiles para que el resto de los usuarios podamos tomar las decisiones acertadas.

Mostrando 5 opiniones de 177
Andy
Calificación general
  • Sector: Diseño
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente

Excellent ITSM System, a must for all

Revisado el 03-02-2017

Vivantio is a great (ITSM) system for helpdesk and support teams, the system itself comes with a...

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.

Puntos a favor

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

Puntos en contra

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.

Andy
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

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

Revisado el 15-02-2018

: Vivantio is a great (ITSM) system for helpdesk and support teams, the system itself comes with a...

: 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.

Puntos a favor

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

Puntos en contra

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.

Samantha
Calificación general
  • Sector: Propiedad inmobiliaria
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 5.0 /10

Initial thoughts

Revisado el 02-02-2017

I have not used customer support and do not know whether this is value for money as I am not...

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.

Puntos a favor

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

Puntos en contra

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.

Geoffrey
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 6.0 /10

Great for small businesses, less good for large enterprises

Revisado el 10-02-2017

Vivantio does what it says on the tin, and for a small organisation it does a fine job. The...

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.

Puntos a favor

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.

Puntos en contra

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

Chrysanthos
Calificación general
  • Sector: Administración educativa
  • Tamaño de la empresa: Trabajador autónomo
  • Software usado Semanalmente durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

One of the best customer management software

Revisado el 08-07-2022

It provides customer service optimization and solutions. With Vivantio, businesses can achieve...

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.

Puntos a favor

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

Puntos en contra

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

Respuesta de Vivantio

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 [email protected] for any further feedback or assistance.

Mostrando 5 opiniones de 177 Todas las opiniones

Preguntas frecuentes sobre Vivantio

He aquí algunas preguntas frecuentes sobre Vivantio.

Vivantio ofrece los siguientes planes de precios:

  • A partir de: US$59,00/mes
  • Modelo de precios: Suscripción
  • Prueba gratis: Disponible

Los clientes habituales de Vivantio son:

501-1.000, 1.001-5.000

No tenemos información sobre los idiomas que admite Vivantio

Vivantio admite los siguientes dispositivos:

Vivantio se integra con las siguientes aplicaciones:

Azure Active Directory, Azure DevOps Services, Datadog, Gmail, Jira, Lansweeper, Loggly, Microsoft 365, Microsoft Azure, Microsoft Teams, New Relic, Okta, OpsGenie, PagerDuty, Remote Support by BeyondTrust, Salesforce Platform, Slack, Spiceworks Cloud Help Desk, Twilio

Vivantio ofrece las siguientes opciones de asistencia:

E-mail/Help Desk, Preguntas frecuentes/foro, Base de conocimientos, Asistencia telefónica, Chat

Categorías relacionadas

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