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Vivantio Reviews & Product Details

KG
Service Desk Engineer
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Vivantio?

We've been using Vivantio for 4 years now, it's easy to setup and we are still learning new functionality daily. The support team are brilliant and are really quick to get back to you. Review collected by and hosted on G2.com.

What do you dislike about Vivantio?

I can't think of anything, it's a great product! Review collected by and hosted on G2.com.

What problems is Vivantio solving and how is that benefiting you?

We needed a reliable and trusted help desk system to manage our internal staff's needs. We also needed a tool to log assets and produce reports as and when needed. Review collected by and hosted on G2.com.

Response from Alexis Mackie of Vivantio

What a fantastic review, we are so happy to hear about your great experience with the Vivantio product. One of the key features of Vivantio is that you are able to configure the functionality to fit your business needs, and it is lovely to have it mentioned in this review. We work really hard at keeping clients informed about what we get up to on the product front, and I am glad that you find these communications beneficial. If you ever need anything please do reach out to your Customer Success Manager or the team at Customer.Success@vivantio.com. Have a great day!

Vivantio Overview

What is Vivantio?

Vivantio provides service management software for teams that support internal and external customers. Our platform scales to meet the needs of large, multi-site organizations, optimizing workflows across several departments including IT, operations and customer support. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable platform that empowers businesses to achieve service excellence. Vivantio is a trusted partner offering cost-effective solutions through flexible licensing. For more information, visit Vivantio.com.

Vivantio Details
Product Website
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Product Description

Elevate your service. Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence.

How do you position yourself against your competitors?

Rooted in Service: Vivantio began as a service management organization, which means we're driven first and always by customer satisfaction -- ours and, by extension, yours.

Centralized Service Teams: Bring all your service functions -- internal and external -- into a single platform. From customer support to HR, facilities management, IT, and even GRC -- every team that receives service requests, maintains a knowledge base, or offers a self-service portal can boost efficiency with Vivantio.

Flexible & Configurable: Custom and conditional fields capture the information each team needs, while defined roles and permissions ensure your agents or technicians only see the information that's relevant to their role.

Out-of-the-box and Custom Integrations: Immediately leverage one of our existing integrations, use our open API to create your own, or ask us to build a custom integration with your preferred tools.


Seller Details
Seller
Vivantio
Company Website
Year Founded
2003
HQ Location
Boston, MA
Twitter
@Vivantio
114 Twitter followers
LinkedIn® Page
www.linkedin.com
33 employees on LinkedIn®
Description

Founded in
003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B
B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service. Vivantio is a trusted partner offering cost-effective solutions through flexible licensing.


Erica T.
ET
Overview Provided by:
B2B SaaS Marketer

Recent Vivantio Reviews

SS
Sam S.Mid-Market (51-1000 emp.)
5.0 out of 5
"Daily Use of Vivantio - Great!"
I like how easy it is to use, I immediately jumped straight into it with very limited training and it was so simple to use. I like how customizable...
Verified User
A
Verified UserMid-Market (51-1000 emp.)
4.0 out of 5
"Vivantio - PureAV"
Vivantio is used for logging and managing customer interactions with regard to technical issues, engineer site visits, SLA times, etc and it does t...
David B.
DB
David B.Mid-Market (51-1000 emp.)
5.0 out of 5
"Good experience. It does the job as expected. The price is also good."
Ease of use, ease of implementation, ease of integration
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Vivantio Media

Vivantio Demo - Queues
Manage Incidents, Problems, Service Requests, Change Management, and more in customized interfaces based on ticket type or team, ensuring the most important information is always at agents’ fingertips
Vivantio Demo - Ticketing
Create unlimited ticket types that can be used by your teams, each with a dedicated configuration (categories, priorities, custom forms, and fields)
Vivantio Demo - Integrated AI
Generate AI feedback from across your knowledge base, analyze customer sentiment, or help write detailed feedback to your customers
Vivantio Demo - Knowledge Management
Create internal private articles to aid your service delivery team, or public articles to help your customers
Vivantio Demo - Reporting & Analytics
Surface business-critical insights like overall customer sentiment and expected EoL for employee machines using dashboards, reports, Vivantio FLEXGrid or through oData
Get to know Vivantio -- the highly configurable and affordable service management platform for B2B customer support, ITSM, HR service delivery, and more.
Play Vivantio Video
Get to know Vivantio -- the highly configurable and affordable service management platform for B2B customer support, ITSM, HR service delivery, and more.
Hear directly from UK customer NG Bailey how their initial success with Vivantio's self-service portal spurred other business units to adopt our platform.
Play Vivantio Video
Hear directly from UK customer NG Bailey how their initial success with Vivantio's self-service portal spurred other business units to adopt our platform.

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290 out of 291 Total Reviews for Vivantio

4.3 out of 5
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290 out of 291 Total Reviews for Vivantio
4.3 out of 5
290 out of 291 Total Reviews for Vivantio
4.3 out of 5

Vivantio Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for VivantioQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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SS
Service Desk Technician
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Vivantio?

I like how easy it is to use, I immediately jumped straight into it with very limited training and it was so simple to use. I like how customizable it is you can have different dashboards and create multiple different reports as well as adding in engineer reports directly to the system. I enjoy the eas of updating tickets. I use the system daily and helps keep me on top of tickets so customers stay up today and is customer support focused. I easily integrated into the system from using different types of software it is by far the easiest i have ever used. It is easy to implement your own changes. Review collected by and hosted on G2.com.

What do you dislike about Vivantio?

It looks a little outdated in comparision to the likes of Jira / Service Now platforms, can be a little clunky Review collected by and hosted on G2.com.

What problems is Vivantio solving and how is that benefiting you?

Ease of getting back to customer easily and creating reminders Review collected by and hosted on G2.com.

Response from Nicola Elliott of Vivantio

Hi Sam, Thank you so much for your 5* review of Vivantio. We are thrilled to hear how easy you've found Vivantio to use and that you've been able to jump right in with minimal training. Its great to know you're taking full advantage of the systems easy configurability, from creating dashboards and reports to efficiently updating tickets.

We also appreciate your constructive feedback regarding our UI designed. While Vivantio prioritizes functionality and ease of use, we're actively working to enhance Vivantio's look and feel, your input is invaluable in shaping these updates.

Thank you for your review and we look forward to continuing to continuing our partnership in 2025.

Kind Regards,

Nicola

Verified User in Sports
AS
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Vivantio?

The employee's at Vivantio are friendly and extremely knowledgeable. They're always happy to help with queries regarding setup on the helpdesk. They help create a personalised experience for any business that purchase their service. Review collected by and hosted on G2.com.

What do you dislike about Vivantio?

The backend of Vivantio can sometimes be a little complex and hard to navigate. There is a learning curve to understanding where to find settings and sometimes customising area's of the helpdesk can take a while. Review collected by and hosted on G2.com.

Recommendations to others considering Vivantio:

Vivantio is an amazing product that has huge potential for automating areas for any IT team. However, you need to allocate the time and resources to configure Vivantio. This is a little complex and time consuming but the Vivantio support team provide great support and guidance. Review collected by and hosted on G2.com.

What problems is Vivantio solving and how is that benefiting you?

Better communication with the business. Vivantio allows us to provide a centralised location for how to guides, master incidents and ticket progress which all helps in communicating better to the wider business. Review collected by and hosted on G2.com.

EO
IT Manager
Small-Business(50 or fewer emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Vivantio?

The part I like best is that the application is cloud based so I can focus on using the app vs fixing the app. The other item that is critical is its integration with email allowing customers to enter helpdesk tickets by send an email. This is vivantio's most critical feature in my environment. Review collected by and hosted on G2.com.

What do you dislike about Vivantio?

I am not super happy with Flex. I try to use it but end up reverting to the classic format especially when things get busy. Review collected by and hosted on G2.com.

What problems is Vivantio solving and how is that benefiting you?

When I started in my present position there was no helpdesk system. As I am an IT staff of one it was difficult managing helpdesk tickets as well as fixing issues. Vivantio took this load of my shoulders by proving a central location for users to automatically submit tickets , store them and provide me a summary and updates so I can begin working on thrm. Review collected by and hosted on G2.com.

Response from Nicola Elliott of Vivantio

Hi Eugene,

Thank you so much for your fantastic review. We're thrilled that Vivantio has become an invaluable tool for your organization, streamlining your helpdesk operations and enabling customers to easily submit tickets via email. It’s great to hear how the cloud-based platform has lightened your workload and provided a central system to stay organized.

We appreciate your feedback on FLEX and if we can support your transition from our Classic UI, please do let us know. Your input helps us improve, and we’re here to support you in getting the most out of the system. Thank you for sharing your experience of Vivantio.

Kind Regards,

Nicola

Verified User in Information Technology and Services
AI
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Vivantio?

What I like best about Vivantio, it has the ability to do almost anything I need it to do. Alot of other ITSM's we researched were limited in terms of what was able to be configured. As long as you have the time, you can set Vivantio up to do almost anything. Their customer support is great. Review collected by and hosted on G2.com.

What do you dislike about Vivantio?

What I dislike about Vivantio, nothing really. I only wish I had the time to configure the tool properly to do all I need it to do. That's not really a shortcoming of the product, it's more a "me" issue. Review collected by and hosted on G2.com.

What problems is Vivantio solving and how is that benefiting you?

It is providing us a centralized platform to contain all of our data, one that ties into Incident/Change Management. Review collected by and hosted on G2.com.

Response from Dan Armitstead of Vivantio

Hello,

Thank you for leaving us such a shining review!

It's great to hear that you're enjoying the configurability of the tool, something we're really proud of here at Vivantio :)

There are a whole host of support articles and configuration guides/videos easily accessible via our Support Portal, which you have access to whenever you should need them.

If you would like further guidance please don't hesitate to reach out to our Support Team or your dedicated Customer Success Manager, and we'll be glad to assist.

Thanks again for taking the time to review Vivantio!

Best regards,

Dan Armitstead

Rob B.
RB
Senior Systems Administrator
Small-Business(50 or fewer emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
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What do you like best about Vivantio?

I inherited our Vivantio deployment when I took up my current role nearly 3 years ago - initial experiences were mixed, but their support team and our account manager have always been responsive and useful. In that time we've rebuilt a lot of what was setup originally to have it suit our needs more effectively - portions of which have been done with Vivantio's project/services team who have consistently impressed. Review collected by and hosted on G2.com.

What do you dislike about Vivantio?

The administrative UX takes some getting used to, and there's areas that could benefit from a fresh perspective and reasonable devtime/test budget to overhaul. Review collected by and hosted on G2.com.

What problems is Vivantio solving and how is that benefiting you?

The product acts as our single point of helpdesk\support for both internal and external requirements - along with being a record of our ISMS/QMS for auditing purposes. Review collected by and hosted on G2.com.

Response from Nicola Elliott of Vivantio

Hi Rob,

Thank you so much for your review. We're glad to hear how Vivantio has evolved to better suit your needs and that our support and services teams have made a positive impact. It’s great to know Vivantio is helping centralize your helpdesk and support functions while supporting your ISMS/QMS requirements too.

We appreciate your feedback on the administrative UX and will feed this back to our Product team and will take it into account as we continue to refine and improve. Thank you for sharing your experience its really appreciated.

Kind Regards,

Nicola

Verified User in Hospital & Health Care
UH
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Vivantio?

The Vivantio system itself is very easy to use once you've familiarised yourself with the layout. It is also very configurable in-house, which allows us to adapt it quickly to a fast-changing environment.

For me though, the USP for Vivantio is their customer support - it's first class. If you need to configure the system in a certain way, or refine a rule, or modify how an area behaves, or well, anything really, Vivantio customer support is really, really responsive. I've worked in IT for 35 years, and I cannot think of another vendor that gets support so right, so often, and with such reliability. Review collected by and hosted on G2.com.

What do you dislike about Vivantio?

From our organisation's perspective, there doesn't seem to be an obvious downside to using Vivantio. Review collected by and hosted on G2.com.

What problems is Vivantio solving and how is that benefiting you?

We have an IT department of approximately 80 staff, looking after 10,000+ endpoints across 400+ sites. We're a busy, geograhically disparate department processing well over a thousand tickets a week. Vivantio centralises our service management, allowing the department to function as a cohesive whole. Review collected by and hosted on G2.com.

Response from Nicola Elliott of Vivantio

Thank you for your fantastic review. We're thrilled to hear how Vivantio has supported your organisation’s service management needs and adapted to your fast-paced environment. It’s especially gratifying to know that our customer support stands out as a key strength—your kind words mean the world to us.

We’re delighted Vivantio helps centralize your operations and keeps your large IT department running smoothly. Thank you for sharing your experience, and we’re here to support you whenever needed.

Kind Regards,

Nicola

Cody L.
CL
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Vivantio?

Proactive Updates: The company has been diligent in rolling out regular updates that have significantly improved the product's performance and user experience.

Bug/Limitation Fixes: Initial bugs and limitation issues have been effectively addressed, enhancing the product's overall usability.

Customer Support: The customer support team is responsive, knowledgeable, and committed to promptly resolving issues.

New Features: The addition of new features and enhancements demonstrates the company's commitment to continuous improvement and user satisfaction.

User Experience: The overall user experience has greatly improved, making the product much more enjoyable and efficient to use. Review collected by and hosted on G2.com.

What do you dislike about Vivantio?

Initial Issues: When we first started using Vivantio, we encountered several bugs and limitations that hindered our experience.

Feature Stability: Some initially advertised features didn't function correctly when using other features, and these limitations were not expressed beforehand.

Learning Curve: The initial learning curve was difficult due to the bugs and limitation issues, making it difficult to fully utilize the product right away. Review collected by and hosted on G2.com.

What problems is Vivantio solving and how is that benefiting you?

A simple to use interface for our staff members/technicians that allows us to accurately track and monitor the various ITSM modules in a single place.

We also utilize the API to tie into a lot of internal resources/workflows. Review collected by and hosted on G2.com.

ZA
Facilities Manager
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Vivantio?

What I like is that the system can be catered to our needs. From how we enter data to how we pull reports. Review collected by and hosted on G2.com.

What do you dislike about Vivantio?

It I could change one thing would be to be able to add a ticket from the portal where I check my tickets. Thsi would reduce the time going from one page to another. Review collected by and hosted on G2.com.

What problems is Vivantio solving and how is that benefiting you?

I dont have any open problems with Vivantio. Review collected by and hosted on G2.com.

Response from Nicola Elliott of Vivantio

Hi Zulma, Thank you so much for sharing your feedback, we're really pleased to hear that Vivantio is flexible and can be tailored to your needs.

Regarding your suggestion about adding tickets directly from the portal, I'm happy to let you know that this feature is already available in Vivantio. If you need any help setting this up or have any questions about how to use it, please do not hesitate to reach out.

Thanks again for your valuable feedback and I'll also share your wonderful words to Bridget too.

Kind Regards,

Nicola

Verified User in Primary/Secondary Education
AP
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Vivantio?

Vivantio delivers a highly effective solution that excels in usability and feature richness. Its intuitive design, coupled with powerful tools and capabilities, makes it a top choice for organizations seeking a dependable and easy-to-manage platform. Whether you’re a small business or a large enterprise, Vivantio’s thoughtful features and user-friendly approach will likely meet—and exceed—your expectations. Review collected by and hosted on G2.com.

What do you dislike about Vivantio?

Although Vivantio supports various integrations, the process for connecting with external systems can sometimes be complex and require significant setup effort. Simplifying the integration process or offering more out-of-the-box connectors could streamline workflows and reduce the time spent on configuration. Review collected by and hosted on G2.com.

What problems is Vivantio solving and how is that benefiting you?

Vivantio helps streamline both the help desk and asset management within our organization. The ease of use for us and the end users makes it simple to stay on top of potential issues and stay organized to track any patterns. Review collected by and hosted on G2.com.

Response from Nicola Elliott of Vivantio

Thank you for your review. We're thrilled to hear that Vivantio's intuitive design and robust features have made it an effective solution for your organization. It’s great to know it’s helping streamline your help desk and asset management processes, keeping everything organized and efficient.

We appreciate your feedback on integrations and understand the importance of simplifying this process. Your input helps us improve, and we’re committed to making Vivantio even better for our users. Thank you for sharing your experience.

Kind Regards,

Nicola

Verified User in Information Technology and Services
AI
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Vivantio?

Vivantio is used for logging and managing customer interactions with regard to technical issues, engineer site visits, SLA times, etc and it does this adequately. Review collected by and hosted on G2.com.

What do you dislike about Vivantio?

Recalling saved emails, documents etc requires download, an attachment preview facility would be useful in finding the required items Review collected by and hosted on G2.com.

What problems is Vivantio solving and how is that benefiting you?

All our logged incidents/tickets are easily accessible, history provides an overview of the case, reminders to action can be set, SLA times can be seen, this all add to departmental efficiency in handling customer issues. Review collected by and hosted on G2.com.

Response from Nicola Elliott of Vivantio

Hello - thank you for leaving us your feedback on Vivantio, we really appreciate you taking the time to let us know how Vivantio is helping to easily manage your incidents and cases and in turn improving efficiency on your customer requests.

We would love to understand how we can help you with your saved emails and documents, and please do reach out to me directly on nicola.elliott@vivantio.com so we can take away any recommendations to improve your process.

Thank you,

Nicola