Vivantio

Who Uses Vivantio?

Mid-size and growing businesses with service management operations that need reporting/analysis, customizable branding, routing, escalation, real-time chat, interaction tracking and more.

What Is Vivantio?

Vivantio is a leading enterprise service management platform that combines service-focused CRM capabilities, ESM principles, and measurable outcomes that empower organizations to improve service while reducing costs, achieving business goals and serving happier customers.

Our story began in 2003, inspired by the desire to build a multi-tenant platform thats reliable, configurable and secure. Today, Vivantio is one of the most trusted service management SaaS providers for service teams.

Vivantio Details

Vivantio

http://www.vivantio.com

Founded 2005

Vivantio video
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Vivantio pricing overview

Vivantio does not have a free version but does offer a free trial. Vivantio paid version starts at US$42.00/month.


Starting Price

US$42.00/month

Pricing Details

Our pricing model is flexible, unique to the buyer and based on volume. Vivantio enables you to build a robust service management system that fits your organization by enabling only the features you need. Our editions are designed to align with your immediate needs on the same powerful platform that scales with your business.

Free Version

No

Free Trial

Yes

Vivantio deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Linux (Desktop)
  • Windows (On-Premise)
  • Linux (On-Premise)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

Vivantio Features

  • API
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts/Notifications
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Campaign Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Marketing
  • Email Templates
  • Forecasting
  • Interaction Tracking
  • Interaction Tracking
  • Internal Chat Integration
  • Lead Capture
  • Lead Generation
  • Lead Management
  • Lead Qualification
  • Marketing Automation
  • Mobile Access
  • Opportunity Management
  • Pipeline Management
  • Projections
  • Quotes/Estimates
  • Referral Tracking
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Sales Forecasting
  • Sales Pipeline Management
  • Sales Reports
  • Sales Trend Analysis
  • Segmentation
  • Social Media Integration
  • Task Management
  • Territory Management
  • Third Party Integrations
  • Workflow Management

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  • A/B Testing
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Behaviour Tracking
  • CRM
  • Campaign Analytics
  • Campaign Management
  • Chat/Messaging
  • Churn Management
  • Communication Management
  • Community Management
  • Content Creation
  • Content Management
  • Customer Database
  • Customer Experience Management
  • Customer Segmentation
  • Customisable Branding
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Drag & Drop
  • Email Management
  • Engagement Analytics
  • Event Triggered Actions
  • Feedback Management
  • Gamification
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Marketing
  • Multi-Language
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • Video Support
  • Visual Analytics
  • Widgets
  • Workflow Management

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  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
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  • Chat/Messaging
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  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Visualisation
  • Drag & Drop
  • Email Management
  • Engagement Analytics
  • Feedback Management
  • Knowledge Management
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Negative Feedback Management
  • Predictive Analytics
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Search/Filter
  • Sentiment Analysis
  • Social Media Integration
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Text Analysis
  • Third Party Integrations
  • Trend Analysis
  • Visual Analytics
  • Widgets
  • Workflow Management

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  • Customer Database
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  • Customisable Branding
  • Customisable Forms
  • Customisable Questions
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Data Visualisation
  • Drag & Drop
  • Email Management
  • Engagement Analytics
  • Feedback Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Performance Metrics
  • Ratings / Reviews
  • Real Time Analytics
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  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
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  • Social Media Integration
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  • Social Media Integration
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  • Workflow Management

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  • Barcode / Ticket Scanning
  • Change Management
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  • Configurable Workflow
  • Configuration Management
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  • Customisable Branding
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Vivantio Reviews

Read all reviews

Overall rating

4.3/5

Average score

Ease of Use 4.2
Customer Service 4.4
Features 4.2
Value for Money 4.2

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Verified Reviewer
VIP Logistics
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 14/06/2018

"INTUITIVE TICKET MANAGEMENT SYSTEM"

Comments: 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

  • Reviewer Source 
  • Reviewed on 14/06/2018
Polly ann N.
Software QA Analyst
Airlines/Aviation, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    4 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 6/04/2021

"Best Part of Vivantio has been the Approval Process"

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.

  • Reviewer Source 
  • Reviewed on 6/04/2021
Darren G.
Support Engineer
Financial Services, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    3 /5
  • Ease of Use
    1 /5
  • Features & Functionality
    3 /5
  • Customer Support
    4 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 31/01/2017

"Excellent Product Support but lacking finer details"

Comments: 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

  • Reviewer Source 
  • Reviewed on 31/01/2017
Jonathon H.
Technical Support
E-Learning, 501-1,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    4 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 6/04/2020

"Good value for money ITSM Tool for ITIL based Service Desks"

Comments: 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 into Service Requests, Incidents, Problems etc meaning if you do not follow this framework then it may not be the best tool for you. It has all the features that most users would need from an ITSM Tool such as asset management, reporting, raising support calls, CRM management, self service user interface etc. As I have had limited experiences with other ITSM and CRM software I cannot fully compare its functionality with others however I personally found it did everything I needed it to. Vivantio offer both managed and self managed versions of the software depending on the size of your Organisation and the expertise you have available. I left the Organisation before their full implementation of the latest version of Vivantio (Flex) so cannot speak fully about that but from what I did use of it I found it very intuitive and time saving. Overall I recommend Vivantio as a company and their ITSM suite of tools offer excellent value for money in my opinion.

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

  • Reviewer Source 
  • Reviewed on 6/04/2020
Andy S.
Senior Service Delivery Analyst
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 15/02/2018

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

Comments: : 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.

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 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

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.

  • Reviewer Source 
  • Reviewed on 15/02/2018