Vivantio Review

Product Snapshot

Product Pricing

Contact vendor directly for pricing information.

Technology

Product is a SaaS solution and requires no additional hardware for installation.

Customer Focus

Vendor works with businesses of all sizes and across multiple industries.

Select Customers

Tesco Mobile, RAC, NHS, Toshiba, Yodel

About Vivantio

Vivantio is service management software that supports incident management, full-enterprise ITSM processes, and provides users with the core ITIL principals. The platform facilitates customer self-help activities, facilitates customer engagement, and enables users to create separate, branded customer portals.

The software supports customer service through inbound and outbound email and SMS, and is built with an intuitive business rules engine designed to capture data as well as track milestone dates and trigger relevant actions. Additionally, the platform enables users to contact customers, set internal reminders and utilized prioritized and automated workflows.

About the Company

Vivantio was founded in 2003 and is headquartered in the United Kingdom.

Vivantio Key Features

Incident Manager

Create self service areas to lessen support agent workloads
Auto sort and escalate tickets
Increase incidents resolution rates among first contact tickets
Smart database call functions save agents time when searching for specific info

Client Manager

Integration with CRM platforms gives all departments a full picture of customer interaction and activity
Uncover new leads and business opportunities by staying organized
Problem solve on a systemic level by identifying training needs and recurring issues
View contract, technical and other customer documents

Asset Manager

The hyper versatile Asset Manager interfaces with a multitude of asset types like contracts, lease agreements, equipment, software, customer purchases, etc.
For ITIL implementations the CMDB subsumes all configuration objects including business services (Business Service Management)
Audit trail tracking and baselining
Draw data from multiple external CMDBs and systems like network management tools

Change Management

Monitor and enforce policies and procedures
Advanced workflow capabilities
Auto-assign tasks to both internal and external parties
Measure progress

Service Level Management

Auto-escalation avoids SLA breaches
Easily measure SLAs against incidents, changes, etc.
Real-time analysis of SLA targets
Accurate performance reporting

Dashboard, Report Builder & Knowledge Base

Identify important and unimportant trends
Balance and assign heavy workloads
Easily shift and allocate resources based on company priorities
Identify and prepare for busy periods
Ability to focus on recent SLA performance
Build interactive reports that dynamically request users for selection criteria input
Extrapolate management info from large amounts of data
Easy export functions: Excel, PDF, image formatting

Integration & Mobility

Integration for most email, CRM, accounting, ERP systems and more
Active Directory Connector keeps client, caller and user information synced with any LDAP compliant system (eDirectory, Active Directory, etc.)
Windows Mobile compatible
ITIL compatible