Vivantio

INTUITIVE TICKET MANAGEMENT SYSTEM

Comentarios: Every Day use uses little machine resources so other applications can run at the same time.
compatible with most commercial browsers.

Puntos a favor:

Self contained tool with build in reports and logs, reliable for the most part. Very intuitive for the amateur user, Forgiving when errors occurs,

Contras:

Occasionally crashes and some menus not coherent with others. No software is %100 reliable. It is improve daily

Excellent product and customer service

Puntos a favor:

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.

Contras:

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.

One of the best customer management software

Comentarios: 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

Contras:

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

Excellent Product Support but lacking finer details

Comentarios: 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.

Puntos a favor:

User Support, Workflow module

Contras:

GUI, speed of page loads, lack of updates to key functionality

Best Part of Vivantio has been the Approval Process

Puntos a favor:

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.

Contras:

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.