Vivantio Professional (which begins at $48 per consumer per thirty days) is aimed toward massive companies and enterprises, which is apparent from the get-go, together with even its deployment choices which embody not solely a cloud model but in addition a neighborhood knowledge heart version as effectively. As a helpdesk platform, this mature product has your whole big-business bases lined, together with help for the ITIL normal in addition to high-end administration and reporting options, whose depth we discovered refreshing in comparison with a number of the competitors aimed toward small companies and startups. These options embody an built-in information base, role-based safety, and IT asset administration that is greater than only a bolt-on answer. Actually, Vivantio Professional’s asset administration capabilities embody options resembling a complete and customizable configuration administration database (CMDB) and asset discovery capabilities, which implies this platform kills two necessary birds with only one stone. All of that is mixed with versatile integration with different apps your online business is likely to be utilizing, resembling buyer relationship administration (CRM) or social media administration and analytics instruments.
There’s additionally one other model, dubbed Vivantio ITSM, that is aimed particularly at massive, enterprise IT organizations and begins at $72 per consumer per thirty days. The extra licenses a company purchases, the upper the low cost utilized to all the licenses within the order, in keeping with the corporate. That is some huge cash however, so long as your group wants this deep a function set, Vivantio as a complete is a superb platform that totally deserves our Editors’ Selection award as among the finest helpdesk software program packages we reviewed, together with HappyFox.
The one factor tough to see once we have been testing it was how a lot it could really price. That is as a result of, on the time of testing, there was no pricing info obtainable on Vivantio’s web site in any respect. This was possible a throwback to the corporate’s enterprise-oriented roots the place gross sales calls are ubiquitous. Nevertheless, which may flip off small to midsize enterprise (SMB) house owners who would somewhat simply cope with an internet site than a “hard-sell” gross sales pitch. It appears as if Vivantio agrees as they’ve since added the fundamental pricing quoted earlier on a web page simply positioned from the web site’s high nav. Nevertheless, these are simply base costs that we suspect are topic to vary throughout an inevitable dialog with a salesman anyway.
One other necessary functionality for any helpdesk system is the flexibility to combine with different apps in your group that may make use of its knowledge. For instance, when your salespeople make calls utilizing your CRM system, having Vivantio Professional’s knowledge on that buyer’s service desk points will be extraordinarily useful when framing a pitch. Vivantio has accomplished an excellent job making necessary integrations obtainable for well-liked enterprise apps, and there is even an open API so your code-capable IT employees can construct their very own integration modules.
As we talked about, Vivantio Professional begins at $48 per consumer per thirty days when billed yearly, although there sufficient choices that Vivantio nonetheless needs potential prospects to get in contact for a closing quote. As said earlier, there’s additionally an ITSM version that is aimed toward enterprise prospects and begins at $72 per consumer per thirty days when billed on an annual foundation. Other than that, Vivantio Professional is a cleanly constructed and feature-rich helpdesk system. For instance, this is among the few helpdesk options we examined that options Lively Listing (AD) and Light-weight Listing Entry Protocol (LDAP) synchronization. That is one in every of a number of indicators that Vivantio Professional is aimed toward bigger companies, together with these utilizing their helpdesk answer internally somewhat than solely with exterior prospects. By integrating all inside customers with Vivantio Professional utilizing AD, massive operations can allow a number of extra capabilities, each by means of Vivantio Professional in addition to Home windows, Home windows Server, and different related enterprise software program. They’ll allow capabilities together with distant management, elevated safety, and enterprise social media communication.
The remainder of the function listing is a who’s who of Info Know-how Infrastructure Library (ITIL) methodology, which solely furthers Vivantio Professional’s orientation as an inside IT instrument. Vivantio Professional gives asset administration, interactive reviews, asset audit trails, and a self-service net portal to cease tickets from getting previous your groups. Vivantio Professional helps the creation of a information base for widespread points that is not solely searchable however can deal with attaching paperwork (resembling step-by-step tutorials) to particular person information base information.
For patrons with entrenched enterprise processes or specialised tools, Vivantio Professional helps each customized assist kind creation and course of automation. By letting IT managers create customized kinds and fields in ticket kinds, Vivantio Professional lets them higher help specialised belongings, applied sciences, and enterprise processes. And with its automation options, you’ll be able to add totally different touchpoints again to the consumer alongside the decision path than you’ll with a normal implementation.
This lengthy listing of options and capabilities units Vivantio Professional aside not simply as a helpdesk package deal however particularly as a cloud service. Only a few of the packages on this roundup may ship this sort of function array with out requiring an on-premises software program set up. And the truth that Vivantio Professional has surfaced these options in a well-thought-out net consumer interface (UI) whereas sustaining the choice to deploy regionally solely heightens its enchantment.
Interface and Workflow
Vivantio Professional’s UI is minimalistic, virtually to a fault. Nevertheless, with a panel that runs your complete peak of the display taking part in host to buttons (which provide you with entry to the totally different elements of the software program), the whole lot is at all times inside attain. Adjustments, Incidents, Issues, and Service Requests are the primary 4 choices listed.
Clicking a type of buttons refreshes the middle pane to indicate details about the tickets, with the knowledge density reflecting that all the knowledge you want is offered at a look. You’ll be able to, in fact, drill deeper into every ticket however you will not must if all you want is a look on the present scenario. There are search bins and quick-link buttons in all places, which implies it’s a cinch to search out simply what you want after which act on it.
Creating new tickets is straightforward to do, which is sweet as a result of ticket creation is a core purpose anybody makes use of a helpdesk app within the first place. The pane on the left-hand facet, which permits for fast navigation, additionally permits for the speedy creation of recent tickets because of a button devoted to the job. Clicking that button helps you to see the primary space of the display refresh, opening a brand new ticket that is prepared for knowledge to be added. The entire fields we’ve come to count on are current, with Topic, Description, and Precedence fields obtainable for knowledge enter.
However Vivantio Professional additionally permits the enter of a buyer’s contact particulars at this level as effectively. There may be even the choice so as to add a location to the ticket, which may gain advantage some companies in the event that they help a number of websites or locales. Required fields are highlighted in coloration to indicate their significance, with the colour purple representing fields that also want knowledge and the colour inexperienced for fields which have been satisfactorily accomplished.
Working by means of a ticket inside Vivantio Professional is straightforward to do. Overlays seem when choices are clicked (somewhat than your complete web page reloading or screens disappearing as a way to present you a dialog field). Opening, modifying, after which resolving a ticket inside Vivantio Professional is a course of that carefully resembles utilizing a desktop answer, which is a good factor.
Talking of closing tickets, that exact activity is finished by clicking Replace Standing, which lets incidents be positioned On Maintain or Resolved. The ticket can then be positioned right into a state the place it’s marked as Awaiting a Reply from the client. Selecting to instantly resolve the ticket gives room for a notice to be added, which is a function I appreciated. It additionally gives the flexibility to e mail prospects concerning the decision, an possibility that’s more likely to profit each your online business and prospects alike. Selecting to ship an e mail is finished by choosing a template for Vivantio Professional to make use of as a way to generate it and people templates will be preconfigured throughout setup. I counsel taking the time to just do that as a result of will probably be time effectively spent.
As talked about, reporting is one other space wherein Vivantio Professional stood out. Not solely does the product embody a collection of canned reviews but it surely additionally gives a full-on report builder with which to generate customized reviews. Even higher, you are not relegated to easy CSV or PDF file exports of this knowledge. As a substitute, Vivantio Professional has added knowledge visualization capabilities to its reporting engine. This lets prospects visualize their reporting in a wide range of charts or exportable dashboards that may present knowledge both on a scheduled foundation or in actual time.
Solely Its Pricing Falls Flat
The one space wherein Vivantio Professional falls flat is the corporate’s communication about its pricing construction. Backside line: Even with the brand new pricing web page that comprises baseline, per-user-per-month numbers, Vivantio needs you to talk to a gross sales rep earlier than it communicates any numbers to you. When in comparison with easy pricing schemes like these of Cayzu and our different Editors’ Selection HappyFox, this sort of gross sales method is old style and probably not appropriate to the Software program-as-a-Service (SaaS) mannequin. It is not sufficient to rob Vivantio Professional of its Editors’ Selection this time round however the firm ought to rethink this technique.