Vivantio

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 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.

This tool is one of our basic tools here at Managed services. We use it daily for our ticketing system.

It has improved a lot since last year but there are still a couple of things that need improvement.

1) It needs to speed up a bit. Sometimes the website is a bit slow and the whole experience is frustrating.

2) You cannot download multiple files at once. For example, if you have more than one file attached in a ticket, you have to manually download them one by one.

3) It does not work very well in 4:3 screens, but this is undersandable. :)

4) Under Company/Contacts, you used to see a lot more information, such as phone numbers. Now this functionality is lost.

5) Every time we raise a change, the suggested articles are being randomly displayed, in which have nothing to do with the change itself.

For arguments sake, lets say that there are 2 articles: one that explains how to plant trees and another on how to do groceries. Now if you raise a change (i.e on fixing your car) , it shows the 2 articles as "suggested". In reality, these 2 articles have nothing in common with the change itself!

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 to expand (like drag to top/down). With this we need to copy the update from tool and paste in notepad or word document to read it fully.

If Vivantio can focus more on this area it will really help the admins who work daily on Vivantio. Also, I found some issues at report builder area where we tried to pull some weekly statistics. After assistance from database team, we resolved those issue.

I would recommend Vivantio team to focus more on reports area as it's very important to management who more relay on reports which required for customer interactions.

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 section of the screen, eg the list of incidents, that would be useful, instead of refreshing the whole page

If the site could remember the section are user is on, so when they return to site they go straight to the same section. many users will only be interested in open incidents that are assigned to their team

Finally the search could be improved. If you search for an incident by keyword, often, no results are found, even when that keyword exists in an incident. We raised this as a support call, and the response was that we should filter by dates in order to narrow the search. This would be fine if the system displayed a message to use dates to narrow the search, but the system simply says "No items to display", which is inadequate from a user experience point of view, and simply wrong from a logic point of view