Vivantio Erfahrungen

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.

Vorteile

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.

Nachteile

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.

Vorteile

Overall, vivadesk is quite good. the incident management and notes being dislayed on the main screen is very good.

Nachteile

i'd prefer if the calls could be viewed in one form, that I could scroll though. the tabs are quite slow to transition and throughout the day this adds up. if all the information was available from one scrollable page, that would be great

Vorteile

Ease to create a ticket or respond to a clients service request.

Nachteile

There are still some features we are working with Viviantio on to see if they can help solve tracking issues for service contracts. Also trying to see if we can get necessary reports from the platform.

Vorteile

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.

Nachteile

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

Vorteile

The ability to run monitor and manage tickets via incident reporting. Alerts and management tools are very useful and it is great and customisable for out needs.

Nachteile

The mobile version isn't the easiest to use at the moment.

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.

Vorteile

Easy to use, the company is integrated with it

Nachteile

adding assets cannot be done in bulk, they all have to be added separately

Vorteile

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

Nachteile

Sometimes it hangs and lags the computer

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

Vorteile

Ease of use and configuration

Nachteile

Dashboards and reports

Vorteile

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

Nachteile

Limitied customisation

Vorteile

Useability

Nachteile

Down time

Vorteile

Very very user friendly.
every category is provided very clearly and easy to handle by every one.
No need of technical knowlege

Nachteile

Description area to be Increased. And not to edit the comment once done.
If that has been modified it will be the best tool ever In the market.

Vorteile

I like the fast logging of the tcikets with out failing our SLA

Nachteile

I can say some times while loggig the problem tickets it leads confusion

Vorteile

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.

Nachteile

Need better tracking of tickets completed/closed per department, person. Graphs are now good at ticket counts.

Vorteile

Everyone has access and can be kept up-to-date
User Friendly
Good tool when not on same working sites

Nachteile

Nothing at the moment (new user)

Vorteile

Very productive database management when it works

Nachteile

features stop working. Freezes often. Direct contact

Vorteile

Easy to use and navigate.

Nachteile

The need to log everyday.

Vorteile

it works

Nachteile

it doesn't look 2017, it doesn't work on the mobile devices

Vorteile

Cloud based application and ability to access everywhere

Nachteile

No major COns which is why this application was chosen

Vorteile

Its interface is very user friendly.

Nachteile

No Comments, in fact I love this tool

Vorteile

It's easy to use and the cost is great compared to other systems on the market with less features.

Nachteile

There are some features missing that would make the system so much easier, like in the Asset area; we need to be able to see the user an item is attached to and the description. It's very hard to tell what an item is based on a serial or ID number in the deafult view which means you have to go into each enter to view those details and it's a huge pain. It's my least favorite thing about the system.
Also, I LOVE to customize things so, the more customization options there are the better, for me.

Vorteile

Ease of use

Nachteile

lack of transparency. cannot easily track a items history.

Vorteile

The customizing

Nachteile

No separate pop up window to print requests