Flexible, vertrauenswürdige und zuverlässige Service Desk Software4.3/5 (71 Bewertungen)
Vivantio Pro ist viel mehr als nur eine Ticketing-Software. Vivantio Pro ist eine komplette IT-Service-Management-Lösung, die folgendes enthält: - Helpdesk - Asset-Management - AD/LDAP Sync - Change-Management - Wissensdatenbank - Self-Service-Webportal - Single-Sign-on - KPI Analytics Reporting - Und vieles mehr. Vivantio Pro bietet Automatisierung und rationalisiert deinen IT-Support-Workflow, sodass dein Team Antworten und Lösungen für Endbenutzer effizienter bereitstellen kann, während die IT-Gesamtkosten gesenkt werden.
Vivantio does what it says on the tin, and for a small organisation it does a fine job. The weaknesses only become apparent when the numbers of users passes around 20, tickets pass 100 per week and customers pass around 20. Then you start to realise that there are too many manual steps in the use of the system. A good example is SLA (service level agreement) reporting; how have we performed this month against the targets we are contractually obliged to meet? An analyst works on a ticket, sends an update, then marks the ticket 'awaiting customer'. The SLA clock stops. The customer replies, but crucially there is no mechanism to start the SLA clock again, and if no one notices the SLA clock does not start again. For a small business this is not much of a problem but in the big leagues being unable to measure performance against SLA is the same as failing SLA.
Reports look great but are a nightmare to set up. If you don't know crystal reporting you may need a course just to send out a daily report of how many tickets you have open.
The Change workflow is rather good though. Custom workflows can be defined, where a user raises a change and submits it for approval. Any number of approvers can then be notified and the change can only be actioned when all the necessary approvers have given their go-ahead. One downside is that each person who actions the change must choose who does the next action, and if anyone forgets no tasks are assigned to anyone. Again, this is fine for low use, but if you are dealing with a hundred changes a week and need to convene a CAB meeting you may risk missing something.
The support department are helpful and friendly though. Always a pleasure to deal with.
Overall, I would say that Vivantio improved my own service desk, but outlived its usefulness in around 4 years.
Ease of use;
easy to set up and configure;
helpful support staff;
cloud-based and so can be used from anywhere;
configurable change workflow;
auto-update of changes via email;
Licencing by concurrent users, meaning that many users can be set up, but there is a limit on how many can access the system at once. This is very useful for users raining changes who do not need to access the system often, and keeps the cost down.
Functionality quite basic;
No accurate way to measure SLA;
not enough automation - it needs to be able to automatically change statuses, assignees, etc., based on user actions
There are some good improvements over the old Vivantio platform. However, the lack of a good mobile experience holds the product back, it is simply unusable on a mobile phone, and I do not know of an app at this point
Also, it would be better if each user had a dashboard as standard that would list all items assigned to the user, (incidents, calls, tasks )
Also, if we could simply refresh a section of the screen, eg the list of incidents, that would be useful, instead of refreshing the whole page
If the site could remember the section are user is on, so when they return to site they go straight to the same section. many users will only be interested in open incidents that are assigned to their team
Finally the search could be improved. If you search for an incident by keyword, often, no results are found, even when that keyword exists in an incident. We raised this as a support call, and the response was that we should filter by dates in order to narrow the search. This would be fine if the system displayed a message to use dates to narrow the search, but the system simply says "No items to display", which is inadequate from a user experience point of view, and simply wrong from a logic point of view
Having worked in IT support for a number of years across different industry sectors, I have used a number of different Helpdesk ticketing/service management products. Vivantio is easy to modify which makes it easy to give a better quality environment and ensure good adoption rates from your users. The customer portal we set up has been very well received. It's quick, responsive and overall the best product I've used! Highly recommended!
Easy and quick to modify and use. Ability to monitor a raft of IT Services such as change management, service desk tickets, problem management. Aligns to ITIL best practices.
Web views can sometimes be slow to update and cannot switch easily between windows if you need to go back and check something.
I use Vivantio on a daily basis as part of my IT support role. The upgrade that was done in 2014 has been fantastic. On occasions there may be so slow processing but the customer service department are always proactive in informing us of any technical issues they are experiencing with the service that affects us as the customer.
Easy to use
Quick and responsive
expansive and through
search criteria can be sometime confusing when trying to search for calls users or assets without the IN number
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.
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.
It can be quite slow to quickly switch between tickets if you need to compare information between multiple incidents.
Weiter unter folgen häufig gestellte Fragen über Vivantio Pro.
Vivantio Pro bietet folgende Kostenpläne an:
Beginnt ab: 60,00 $/Monat
Kostenlose Testversion: Verfügbar
Wir haben keine Informationen über die Funktionen von Vivantio Pro
Vivantio Pro hat die folgenden typischen Kunden:
Freie Mitarbeiter, Großunternehmen, Mittlere Unternehmen, Non-Profit, Öffentliche Verwaltung, Kleine Unternehmen
Vivantio Pro unterstützt die folgenden Sprachen:
Englisch, Französisch, Ungarisch, Spanisch
Vivantio Pro hat folgende Preismodelle:
Wir haben keine Informationen darüber, welche Geräte Vivantio Pro unterstützt
Vivantio Pro kann in folgende Anwendungen integriert werden:
Gmail, JIRA Software, Office 365, Slack
Vivantio Pro bietet folgende Optionen für Kundensupport:
Häufig gestellte Fragen, Wissensdatenbank, Online-Support, Telefon-Support, Video-Anleitungen