Vivantio Service Desk Review

Product Snapshot

Technology

SaaS or On-premise

Customer Focus

Small to Global, All Industries

Select Customers

Allegis Group, Dyke Yaxley, Fexco, Fusion Insurance, Dickinson Dees, Barking and Dagenham PCT, Royal Academy of Music , Winchester University, Nexus Business Group

Customer Success Stories

Allegis Group

About Vivantio Service Desk

Vivantio Service Desk is a comprehensive solution that can scale up or down, supporting the needs of global enterprises that have over 100 support agents, as well as companies with single technicians. Out-of-the-box functionality for small teams, user-friendly module and app development for mid-sized orgs and completely customized deployments for large enterprises make Vivantio one of the most flexible, versatile solutions on the market. Vivantio works in a customer service context with third-party CRM and ERP solutions to track all stages of the customer lifecycle, or internally as a support system for HR or IT. With robust incident, problem and change management processes at its core alongside configuration management database (CMDB) and configuration management system (CMS) capabilities, Vivantio Service Desk is a powerful tool that remains ITIL and ISO 20001 compatible.

About Vivantio
From corporate customers to public sector organizations, Vivantio’s award-winning Service Desk software provides a comprehensive solution for any business’s customer service and support needs. One of the few companies offering its platform in either a cloud-based or on-premise configuration, Vivantio is always up-to-date with the latest technologies on the market and offers on-the-go mobile capabilities. A Microsoft Gold certified partner, Vivantio was founded in 2003 and has offices across Europe, Australia and North America.

Vivantio Service Desk 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