"Vivantio for IT Ticket Management"
Automated ticketing option is fantastic in Vivantio - it saves us a load of time processing cases logged by our customers, giving a better service.It's easy to configure, user-friendly and we have had excellent training and support.When digging deep into the software, it's highly customized and provides granular levels of access to a variety of features.
In my opinion, I have no complaints on Vivantio as I liked working with it very much.
I will highly recommend others using vivantio based on its current features and accessibility it is currently the best ticket management tool.Use the cloud base solution and you'll be guaranteed all the latest feature and updates as Vivantio moves forwards at a good steady pace.If you have a strong ITIL ethic within your business then definitely look at the ITSM solution!
A solid incident management tool.
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.
It can be quite slow to quickly switch between tickets if you need to compare information between multiple incidents.
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.
Level 3 Support
Ease of use, Very easy to add and work tickets when needed. This cuts down the delay you would have with bulkier ticket systems. Saving Time and money making service turn around quicker.
Need better tracking of tickets completed/closed per department, person. Graphs are now good at ticket counts.
Working with other service/ticket queues I have found that Vivantio is easy to use. I would like to see a couple features added as well like to see a fix on the graphs. I have been keeping track of my tickets completed to put against graphs and as well per person. I am finding that they don't match what I have completed and sometimes off by 20 tickets or more.
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.
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.
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.
Web views can sometimes be slow to update and cannot switch easily between windows if you need to go back and check something.
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!
Lessen the downtimes
It is capable of making reports that is easy to use and read.
Unexpected times that it will decide itself that it will be unusable for sometime.
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.
Great for organizations who adapt ITIL
Adaptable an ITIL focused
More value for the money
As an IT consultant and a Tier 3 escalations engineer, I am not a daily user of Vivantio Pro as I only deal with support tickets if they are escalated to me. However, in working with the Level 1 support desk in our organization, who uses it on a daily basis and as a mission critical application, I hear very little complaints about it on a day-to-day basis. You could say that "no news is good news" regarding users and their perception of the quality of the application :) Secondly, in my own experience, I find Vivantio Pro easy to use and efficient. I have rarely experienced Vivantio technical issues and if there issues with access to the site, the resolution time has been more than acceptable. Lastly, and probably most importantly, as a person who recently joined a global organization who is highly client focused and uses ITIL framework and methodologies as means to be client focused, Vivantio Pro is a good fit as it offers an adaptable and wholistic approach to IT service managment.
Accessing and features reporting pulling , time tracking , this has been the the best experience i have ever had comparing all the vivanta's. Every one is so super good and well trained that there is no scope of errors. Vivantio’s client management feature allows you to access the interactions with your internal or external clients to proactively see their needs. With VivaDesk, all correspondence get tracked, whether they are coming from the customer or from a helpdesk employee of the business. Through Vivantio’s reporting tools, one can easily track the calls processed, the types of calls, response times, among other things. This can allow businesses to evaluate the issues that need to be prioritized or addressed quickly to reduce future calls. It can also pinpoint problems with particular members of your helpdesk team for performance review.
So far I haven't come across any issue . the only issues is the connectivity which they have covered in the package if you take the right one
"Its been great experience to working with vivantio"
We are Loging ticket for all over clients. Vivantio is over major Ticketing tool. Which makes easy to log the ticket and also for analysis the issue and check the time logs and also its very fast to compare with others. An industry-leading, award-winning service management software that can automate and streamline your organization’s service desk. available in USA, UK, Canada, Europe, Asia, Australia, China, Germany, India, Japan, Latin America, Middle-East
I am very happy with the tool..i do not have any dislikes in viavantio. Anytime we come up with any issues Vivantio is quick to resolve our issues.... Majorly No other dislikes about this Product overall.
"VIVANTIO Ticketing system"
Vivantio is so user friendly and being the Service Desk Team Leader provides me with a wealth of information at a touch of a button, it provides an excellent mechanism for our customers to raise tickets via our self service portal and with future enhancements to this will enable us to streamline this process and provide further information and guides to our customers thus helping us reduce our call volumes by providing a self help section. Vivantio shows me the state of our support queues as well as the other teams within our department, additional configurable elements have enabled us to setup notifications when tickets are reaching their SLA to ensure that we keep on top of our support calls, this all improves the overall service provided to customers which is what we aim for
Not having an sql background the report creation tool is not easy to use for someone like me, luckily there are enough people here with the required background.