Vivantio Erfahrungen

INTUITIVE TICKET MANAGEMENT SYSTEM

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

Vorteile:

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

Nachteile:

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

Simple and adaptive IT Service Management

Kommentare: I have used it in more than one environemnt and deployment and customisation was easy especialy with the implementation help and guidance provided.

Vorteile:

Ease of implementation and customisation.

Nachteile:

Reporting tool is fussy and the labels can be confusing.

Vivantio - Link Group

Kommentare: Vivantio have been a good supplier to work with, and the product has transformed our digital service delivery

Vorteile:

Support for IT Service Management Highly configurable Responsive support

Nachteile:

Interface not customisable in the way I would like (make text black, not grey, for ease of reading, reduce white space, display key ticket data at all times)

Excellent Product Support but lacking finer details

Kommentare: 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.

Vorteile:

User Support, Workflow module

Nachteile:

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

Excellent product and customer service

Vorteile:

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.

Nachteile:

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.

Excellent ITSM System, a must for all

Kommentare: 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 a incident requires more than one team with the Vivantio system it is possible to easily set other IT support teams a set of sub tasks that may be required to complete a solution, so many tasks can be assigned to one incident creating a master call in affect. There are lots of other functions and features, all configurable but just too many too mention, in a nut shell and a 360 view on this system, to put it bluntly it's a fantastic system that does basically what it says on the tin, I would recommend the Vivantio system to other businesses as this system in my opinion is much further ahead than others.

Vorteile:

Keeps the users in the loop with updates on incidents, being able to assign tasks to one incident for different team members

Nachteile:

when a users out of office is on and closing a call the out of office response reopens the call so the IT analyst has to remember to uncheck inform user to prevent the automated email informing them that the call was closed avoiding the out of office reopening the call.

A solid incident management tool.

Kommentare: 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.

Vorteile:

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.

Nachteile:

It can be quite slow to quickly switch between tickets if you need to compare information between multiple incidents.

It is a good software to manage your work.

Kommentare: Is a good administration for work

Vorteile:

The software use "ITIL foundation", is easy use this software is based on tickets and provide status for any updates or resolution of your ticket.

Nachteile:

The reports is difficult and slowness for creating in general the all reports are very simple this is a good opportunity area

Vivantio

Vorteile:

I like the customization options you have that other products don’t and won’t offer

Nachteile:

It takes a bit to get logged in and to navigate but not too many cons

The best solution for many management services

Kommentare: I consider it a more complete tool that I can definitely recommend.

Vorteile:

It is a software that serves to manage many services, in my case it facilitates the processes of attention to the user, with an excellent interface that facilitates its use, which makes it very safe and reliable. Improves and automates the process of incident management in the users of our services and IT support through support services for ticket activation, expansion and support routing.

Nachteile:

In general, the software is excellent, however, there are functions at the moment of managing the incidents that cause some errors but do not affect the functionality.

Outstanding flow and control

Vorteile:

There is a massive list of Pro's, control and visibility of tickets. Knowing where the ticket is when customers check is invaluable.

Nachteile:

building ticket flow in the background has been challenging, but, our flow is complex and includes integration with Devops

Getting Our Monies Worth

Kommentare: Are are taking more than full advantage of the ITSM offering from Vivantio. We have a LARGE number of advanced features being used. Although sometimes we suffer some performance slumps for a good percentage of the time the system does what we need. The Vivantio ITSM software doesn't have some of the customisation skills that other offerings out there, but because of this any issues we do experience are fixed quickly by there support team.

Vorteile:

SaaS offering, Customer Portal, and easy Email to Ticket integration

Nachteile:

Limitied customisation

Ease of Use

Vorteile:

Its user friendly interface, very easy to understand even for beginners

Nachteile:

Sometimes it hangs and lags the computer

Simple and easy tool to use.

Kommentare: 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!

Vorteile:

Easy to use

Nachteile:

Slow, CSS is not very pretty.

I use Vivantio everday. This is probably the 8th or 9th IT ticketing software that I have used.

Kommentare: All of my tickets are in one place. Also there are pre made templates for cab changes which really comes in handy.

Vorteile:

My favorite feature is the filters. I can cover multiple sites and check all of my team mates ticket queues with one click of a button. This really comes in handy during holidays when I am covering multiple sites.

Nachteile:

Vivantio needs to be able to open and check more than one ticket at a time. When I have multiple tickets, it takes me an absurd amount of time to check them and put them on hold. The entire time that I am going from ticket to ticket, the sla clock is ticking, and this is time that I could be working to resolve the issues in the tickets.

Reliable company used for years

Kommentare: First used as a on site hosted ServiceDesk, no using Vivantios' SAAS service.
Good response time and able to listen to clients needs which are later implemented in updates.

Vorteile:

adhering to ITIL standards, the fact that it now works in most web browsers as a SAAS service

Nachteile:

Sometimes a bit slow in responding but never constant.

Great and intuitive interface. Easy to use.

Kommentare: Improved SLA tracking, on the fly ticket monitoring.

Vorteile:

Excellent process for tracking tickets and monitoring SLA. Intuitive workflow, highly customizable.

Nachteile:

DB engine can lag at times when running larger saved searches. Not an issue, just refresh and away you go!

Bucks Fire & Rescue Service

Kommentare: We have been using Vivantio for over five years we have seen it evolve sometimes at our request but also as the product has been updated. We have had experience with other service desk products but our technicians and users prefer Vivantio products

Vorteile:

Ease of use and flexibility

Nachteile:

Costs

Change Management Made Simple

Kommentare: I use Vivantio extensively for Change Management. Vivantion simplifies the workflow by assigning the relevant tasks to the teams and make communication between departments and our end customer efficient.

Vorteile:

Creation of tasks during change ticket.

Nachteile:

compatibility with chrome

Powerful, enjoyable and great service, but...

Kommentare: I'm the admin for Vivantio ITSM in our business. I've also been admin for a handful of other ticket logging tools over the years and this one has some serious benefits which I'll be sad to miss out on if I move company in the future. It has a good amount of configuration options that make the tool extremely flexible and most things you'd like to achieve can be, one way or another. It's this aspect which is so enjoyable - their business rule builder, report builder etc. allow for creative logic to get things done. However, my love/hate opinion on the system comes from their customer support. They're great in that they're responsive, I've never had to wait more than a few hours for a response to a query I've made. They almost always come up with an answer that is suitable, or fix my issue by passing onto their (very active) developers. And here's the but... sometimes they can be a bit too accommodating. I have been known to ask for some pretty elaborate changes to the tool, to do things that really would only be of benefit to my company for example, and their answer is always that they've added it to their future development schedule. I think I'd rather a 'no' in these cases, because I'm left wondering when I'm going to get these changes. And they're numerous. Oh well, maybe one day I'll be pleasantly surprised, until then I'll wait in anticipation.

Its good but needs improvement

Kommentare: There are some issues. It needs looking at. Rather than making us change passwords suddenly, you should notify us in advance. I one day had an emergency and needed to log in, but I had to change the password which wasted a little bit of critical time.

Vivantio Review

Kommentare: Vivantio was easy to work with and willing to meet the needs of our company. Customer support was outstanding and the software very easy to use. Great bang for the buck.

Vorteile:

ease of use , support

Works as intended.

Kommentare: Has always been easy to use and the support we received has been almost perfect.
Only some minor issues in updating and customizing the customer facing self-service portal which doesn't include all the options we need.
Other than that, more than happy to use Vivantio in future.

Vorteile:

Customisability

Nachteile:

Speed of use could do with a little improvement

Great Software

Kommentare: We use this at our company everyday and are very happy with it. I would recommend to other companies.

Vorteile:

Ease of use

Nachteile:

None

Good user interface

Vorteile:

As a user its easy to open/update/resolve/close tickets and tasks. Navigation and search is simplified

Nachteile:

Could just be our environment but I feel the Report builder is over complicated unless you receive the training.