133 articles
Vivantio Secures Strategic Investment from Oakman to Accelerate Global Growth & Product InnovationVivantio has secured a strategic investment from Oakman to accelerate innovation in service management. As service teams scale across IT, customer support,…Customer Service ManagementITSMIntroducing Vivantio Dark Mode: Built for Focus, Clarity, and ChoiceVivantio secures the esteemed SourceForge Fall 2023 Leader Award in SaaS service management. This accolade highlights their dedication to innovation and…Customer ExperienceWhat is an ISV Partner: The Power of Strategic RelationshipsISV partnerships are a game-changer for SaaS companies, enabling seamless API integration, automation, and improved workflow efficiency. By leveraging…Customer Service ManagementIntegrationsBest practicesSoftware Integration and Automation: Understanding the DifferenceIntegration and automation might sound similar, but their impact is vastly different. Integration connects your tools, ensuring seamless data flow, while…Automation & AIIntegrationsITSMBest practicesPredictive Analytics: Allowing Agents to Anticipate Customer NeedsPredictive analytics revolutionizes service management by helping teams anticipate customer needs before they arise. This data-driven approach enables…Automation & AICustomer ExperienceCustomer Service ManagementITSMData Integration Tools: Simplify Your ITSM Data ManagementData integration tools simplify ITSM by enabling seamless data flow and supporting better decision-making with clean, consistent data. Discover how these…Customer Service ManagementITSMBest practicesMaster Data Integration Node Essentials for Your BusinessUnderstanding data integration nodes is vital for business success. Learn how unifying your data from multiple sources leads to smarter decisions,…Customer ExperienceCustomer Service ManagementIntegrationsITSMBest practicesSystem Management Automation StreamlinedFrom automating software installations to enhancing user account management, explore the strategies that boost efficiency, reduce errors, and strengthen…ITSMITILBest practicesWhat is Device Management in IoT? A Comprehensive Guide for MSPsStep into the dynamic world of IoT, where seamless connectivity transforms modern operations. Learn how MSPs can streamline IoT device management, enhance…Customer Service ManagementITSMBest practicesEnterprise Service Management Software for MSPs: Outgrow All-in-OneIn the dynamic world of managed IT services, MSPs need to innovate and optimize continuously. Discover how Vivantio’s enterprise service management software…Enterprise Service ManagementManaged ServicesGenerative AI in Customer ServiceLearn how businesses are enhancing customer interactions by integrating AI to provide personalized, efficient service around the clock. Uncover the future…Automation & AICustomer ExperienceCustomer Service ManagementSecurity & ComplianceAI Business Process Automation: Revolutionizing EfficiencyAI is transforming business processes to help enhance efficiency and competitiveness across various industries. From reducing manual errors to automating…Automation & AICreate a Change Management Plan: Guide to Successful Organizational TransformationCrafting a successful organizational transformation starts with a solid change management plan. This guide outlines the steps to seamlessly integrate ITSM,…Customer ExperienceCustomer Service ManagementBest practicesSaaS Integration Platform: Unleash Its Full PotentialAre you looking to optimize your business processes and improve data flow? A SaaS integration platform offers seamless connection capabilities to connect…ITSMBest practicesBoost Your ITSM Efficiency with an Incident Management TeamBoost your ITSM efficiency with a skilled Incident Management Team. By swiftly handling incidents, prioritizing critical issues, and applying best…Customer Service ManagementITSMBest practicesMaximize Efficiency with an Incident Management WorkflowDiscover how to streamline your IT operations and minimize downtime with our guide on establishing an efficient incident management workflow. Learn…Best practicesMaster Your Process with Expert Incident Tracking Best PracticesBoost productivity and customer satisfaction with essential incident tracking strategies. Learn how using incident management software to centralize,…ITSMBest practicesWhat is an ITSM Ticketing Solution: Streamlining SupportWith the power to automate processes and prioritize tickets, your support team can focus on what truly matters—delivering exceptional service. Dive into our…ITSMService Level Indicators: Measuring Excellence in Customer ServiceUnlock the secrets to exceptional customer service with Service Level Indicators (SLIs): the game-changing tool that can transform your client satisfaction…ITSMITSM Use Cases: Real-World ScenariosDiscover the transformative potential of IT Service Management (ITSM) through real-world use cases with Vivantio. Learn how tailored ITSM strategies can…ITSMWhat is an Example of Change Management? View Real-world ExamplesDiscover how industry giants like General Electric and Google successfully navigate the complexities of change management. This article delves into…Enterprise Service ManagementAI Customer Service Solutions: Revolutionizing SupportVivantio revolutionizes customer support with AI, streamlining service desks and enhancing user experiences. CEO Greg Rich underscores AI’s critical role in…Automation & AIOmnichannel Customer Service: Seamless Support Across ChannelsIn today’s digital landscape, omnichannel customer service is essential for businesses aiming to provide seamless and personalized support across various…Customer Service ManagementIncident Management Best Practices: Streamlined Operations GuideDiscover essential incident management best practices to streamline your IT support operations. Get actionable insights and real-world examples in this…ITSMChange Management SLA: Unveiling the Impact in ITILDiscover how implementing a Change Management SLA in ITIL can streamline your IT service delivery and overcome common challenges. In this post, we explore…ITSMITILEnterprise Service Management Framework: Streamlining Business OpsIn this article, we’ll journey through the world of ESM, using the case study of American Enterprise (now “Wellabe”) to illustrate its impact on business…Automation & AIEnterprise Service ManagementBest practicesIncident Response Automation: Part 3 PlaybooksBuilding on the foundation laid in the first two parts of this series, this segment focuses on the centerpiece of Automated Incident Response (IR) – the…Automation & AIBest practicesSecurity & ComplianceIncident Response Automation: Part 2 (SOAR)In this segment, we’ll tackle the challenges of transitioning to automation, guide you through its seamless integration, and spotlight the unique…Automation & AISecurity & ComplianceIncident Response Automation: Part 1 Workflow & PrioritizationIn the vast and ever-changing realm of cybersecurity, being proactive rather than reactive is crucial. As the magnitude and frequency of cyberattacks…Automation & AISecurity & ComplianceCustomer Service Strategy: Drive Loyalty & Elevate Customer ExperienceIn an increasingly digital and customer-centric business landscape, having an effective customer service channel strategy is no longer a luxury—it’s a…Customer ExperienceBest practicesCustomer Health Metrics: Nurturing Customer RelationshipsIn today’s highly competitive business landscape, understanding your customers is not just beneficial—it’s critical for success. But how can businesses…Customer Service ManagementCustomer Service Management Best Practices: Success in B2B LandscapesIn today’s dynamic and fast-paced B2B ecosystem, the integral role of customer service is more pronounced than ever. Beyond being a distinguishing factor,…Customer Service ManagementBest practicesITIL 4: The Future of IT Service ManagementDiscover the benefits of ITIL4, the latest version of the ITIL framework for IT service management. Learn how it differs from previous versions and how it…Customer Service ManagementITILA Guide to Incident Management Ticketing SystemsIncident management is a core function of any IT department, covering internal and external support ticket resolution. As such, it’s not surprising that…ITSMITILService Level Agreements in Customer ServiceService level agreements for customer service provide the the confidence in quality service that clients deserve. Learn what they are here.Customer Service ManagementITSM Enterprise Architecture: Guiding Change and ImplementationITSM enterprise architecture combines two essential business leadership concepts. Learn how to maximize both ITSM and enterprise architecture here.Customer Service ManagementITSM Analytics: Tips, Tricks, and SecretsITSM analytics play a vital role in maintaining and improving a service management framework. Learn how to utilize them in this quick guide.Customer Service ManagementCustomer Self-Service Portals: The Most Important AttributesCustomer self-service portals bring a variety of quality support tools and information to users on a single home page. Learn how to make one here.Customer Service ManagementITSM Service Catalog: Benefits and Best PracticesThe first step in developing a knowledge management system is picking the right partner. Learn what a KMS is used for, and how to choose one, here.ITSMThe First Step in Developing a Knowledge Management SystemThe first step in developing a knowledge management system is picking the right partner. Learn what a KMS is used for, and how to choose one, here.Customer Service ManagementUnderstand and Optimize the B2B Customer Journey MapFollowing the right B2B customer journey map is vital in crafting a quality customer experience. See the map, and learn how to adopt it, here.Customer Service ManagementHow to Solve Customer Journey Pain PointsCustomer journey pain points can result in costly non-renewals, or simply lead to less satisfied customers. Learn how to solve the most common ones here.Customer Service ManagementB2B Customer Portal: The Modern Competitive AdvantageA B2B customer portal provides endless value to clients and the business providing it. Find out what they offer, and how to implement one here.Customer Service ManagementCX Personalization: The Key to Outstanding Customer RelationsCX personalization can improve a number of KPIs by increasing customer satisfaction, retention, and lifetime value. Find out how to accomplish it here.Customer Service ManagementTop 9 B2B Help Desk Best PracticesB2B help desk best practices can rapidly improve the service experience for clients and internal users. Find out the 9 most important ones here.Customer Service ManagementTicket Lifecycle Management: Enhanced B2B Ticketing SystemProper ticket lifecycle management provides shorter ticket response times, higher resolution rates, and higher customer satisfaction. Learn about it here.Customer Service ManagementWhat Are B2B Support Ticket Priority Levels?B2B support ticket priority levels are vital to an efficient IT support system. Learn how best to prioritize tickets in this quick guide.Customer Service ManagementHelp Desk vs. Service Desk vs. ITSM: The Importance of Knowing the DifferenceHelp desk vs service desk is an important value proposition for a business owner to consider as their business grows.Customer Service ManagementTicket Deflection: How to Reduce Support TicketsTicket deflection helps businesses control the number of support tickets their team must resolve as they grow. Learn some of the top strategies here.Customer Service ManagementEnterprise Service ManagementITSMITIL Configuration Management Within the ITIL FrameworkITIL configuration management principles are the best foundation for businesses looking to improve their IT infrastructure.Customer Service ManagementITILB2B Helpdesk: Key Functions & New Industry StandardsThe B2B helpdesk is made up of a core team inside a company’s IT apparatus that assists with issues that arise for a specific type of technological incident…Customer Service ManagementCustomer Service Experience: What it is and How to Improve ItThe customer service experience is the key to unlocking longer business relationships with clients, and more referral business from their friends and family.Customer Service ManagementBest practicesCustomer Service Trends to Watch in 2023 and BeyondCustomer service trends are going to change the way that businesses and their customers behave throughout 2023. Learn how to adapt in this quick guide.Customer Service ManagementBest practicesHow Customer Service Tools Improve Customer SatisfactionBusinesses that want to improve customer satisfaction can often benefit from customer service tools that make the transition easier.Customer Service ManagementCustomer Service Ticketing System for Superior Customer SupportCustomer service ticketing systems are vital in ensuring fast, quality responses, and save time and money while boosting customer satisfaction.Customer Service ManagementB2B Customer Service: What it Is and Why it MattersB2B customer service differs substantially from B2C. Business leaders can find out how, and what to do about it, here.Customer Service ManagementBest practicesHow a Customer Service Management System Can Help a Growing BusinessYour customer service management system sets the groundwork for an experience that will drive business growth.Customer Service ManagementIntegrate New CX SolutionsIntegrations are critical to a strong customer experience because they help your software connect and become a unified service platform that shows a full…Customer Service ManagementAdopt a Complete CSM Platform that Utilizes ITILA customer service management platform is a software platform that provides a variety of tools, information, and workflows relating to customer service and…Customer Service ManagementITIL Best Practices and Processes for CSMITIL 4 establishes the service value system (SVS) to show “how all the components and activities of an organization work together to facilitate value…Customer Service ManagementHow Can Businesses Improve Their Customer ExperienceTo improve the customer experience, business leaders should lean on proven best practices. While there are many proven ways to give customers a better…Customer Service ManagementWhat is the Customer Experience?B2B Customer Service can make or break a company; at the center of that service lies the customer experience (CX).Customer Service ManagementITSM Integration: Alignment of Services & ApplicationsITSM integration is vital to improving department processes and procedures, and business leaders need to know the most effective way to get it done.ITSMWhat Are ITSM Tools & Why Do They Matter to Your BusinessITSM tools streamline service delivery across departments, from IT to HR. Learn how core processes like Incident and SLA Management enhance efficiency and…Customer ExperienceCustomer Service ManagementITSMIT Service Management Framework: Process Flow & BenefitsAn IT service management framework is the foundation of providing quality service to clients. Find out why (& how) you should implement one here.Customer Service ManagementBest practicesITSM Introduction: An End-to-End Service Delivery ModelCheck out this quick ITSM introduction to find out how your business can benefit from an improved ITSM software.Customer Service ManagementWhy Do Organizations Need an ITSM Ticketing SystemMid-size businesses need comprehensive ITSM solutions to meet their needs. Learn the ITSM fundamentals in this quick guide.ITSMITSM Fundamentals: The Core Functions of ITSMMid-size businesses need comprehensive ITSM solutions to meet their needs. Learn the ITSM fundamentals in this quick guide.ITSMBest practicesStreamline Your Ticket Management With Leading Industry Best PracticesLearn why customer experience matters for B2B with these helpful stats. Then, find out how to modernize yours with our quality software tools.Customer Service ManagementThe Cost of B2B Customer Churn and How to Reduce ItB2B customer churn keeps businesses from making as much money as they can from each lead. Find out how to reduce it here.Customer ExperienceCustomer Service ManagementHow Providing Value Along the B2B Customer Journey Impacts Customer Loyalty and SuccessImproving the B2B customer journey has many benefits. Learn what they are, and how to obtain them for your company here.Customer Service ManagementImplementing B2B Customer Service Best Practices: The Power in PlanningLearn B2B customer service best practices in this guide on elevating the customer journey through quality planning, implementation, and tools.Customer Service ManagementWhy Delivering A Superior Customer Experience Matters in B2BLearn why customer experience matters for B2B with these helpful stats. Then, find out how to modernize yours with our quality software tools.Customer Service ManagementHow To Leverage Software to Improve Customer Service EfficiencyThe best way to improve customer efficiency is to adopt a new, quality software platform.Customer Service ManagementWhy Customer Service Automation is Essential for Businesses TodayTired of old-fashioned, manual customer service processes? Learn why customer service automation may be the solution you’re looking for.Automation & AIThe Customer Service Management Process: Quality and ConsistencyImprove your customer service management process and maximize the quality of your operations.Customer Service ManagementCustomer Service Management and Measurement: Observing and Measuring Customers in New WaysEver wondered how you can tell if your company’s customer service is up to par? In this article, find out how to measure customer service in new ways.Customer Service ManagementCreating a Customer Service Management PlanReady to automate your company’s customer service model? If so, click here to learn how to create a customer service management plan.Customer Service ManagementThe Best Customer Service Management Software Improves Customer ExperienceChoosing the best CSM software can be challenging. In this article, we offer eight steps to ensure you get it right.Customer Service ManagementBest Customer Service Management Examples: Improving the Customer ExperienceThese customer service management examples display how technology is improving the customer experience.Customer Service ManagementBest practicesWhat Is Customer Service Management and Why Your Business Needs ItCustomer service management helps companies stay on top of customer interactions. Click here to find out more about this concept.Customer Service ManagementBest practicesHow Customer Service Management Benefits Boost Your BusinessDiscover the most significant customer service management benefits provided by a cloud-based optimization platform.Best practicesHow Customer Service Management Platforms Are Leading the B2B Customer ExperienceSmart industries are learning that lessons from the IT world can provide a ready-made blueprint for improving their customer service capabilities.Best practicesITSM Solution Expands into Finance & AccountingVivantio’s flexible service management tool is being used beyond IT and has become a favorite of Finance and Accounting teams worldwide.Enterprise Service ManagementTop University Improves Access With Switch to Vivantio IT Service Management PlatformDiscover how Vivantio helped this top US-based university save thousands of dollars and improve access and efficiency throughout their system.Asset Management & CMDBSelf-ServiceMake Your Self-Service Portal Work Smarter with Guided CategoriesVivantio now offers Guided Categories – a new intuitive and visually pleasing way to help users log tickets in the proper category.Self-ServiceMaking Sales Easier With Good Customer ServiceBetter customer service has a direct effect on accelerating the sales process. Watch to learn more about the connection between customer service & sales.Customer Service ManagementCustomer Experience8 Reasons Why You Should Elevate Your Customer Experience EcosystemHere’s 8 reasons why you should elevate your customer experience ecosystem and bring visibility to virtually all your customer journey data.Enterprise Service Management4 Questions To Ask Your Vendor About Security – PodcastOctober is National Cybersecurity Awareness Month and the Vivantio Vibe podcast has 4 questions you should ask your software vendor about security.Security & Compliance10 Ways to Align Your Teams for Optimized Service ManagementNot everyone can easily recognize the value of Service Optimization. Here are some tips for enlisting leadership and inspiring your team to drive change.Best practicesHow Do I Select an ITSM Solution for my BusinessVivantio’s CEO Greg Rich was recently featured in HelpNetSecurity.com where the question was asked: How do I select an ITSM solution for my business?ITSM4 Questions To Ask Your Vendor About SecurityHere are some questions you should ask to make sure your software vendor will keep your company and your customer’s data safe.Best practicesSecurity & ComplianceDo You Treat Your Best Customers the Same as Your Worst Customers?Using the wrong service management platform may force you into some costly Customer Service practices. Here are some questions to consider.Customer Service ManagementEnterprise Service ManagementITSMCustomer Service Today Interview with Greg RichIn this excerpt from his interview with TEC, Greg Rich talks about about customer service, technology and the “next normal” in CX (Customer Experience).Customer ExperienceB2B Customers’ Best CSR? Themselves!To drive better engagement and truly transform customer experience, it’s critical to make data-driven information available to customers via self-service.Customer ExperienceEnterprise Service ManagementBest practicesSelf-ServiceWhat if you could connect 100% of your CSM, ESM, or ITSM data sources to your service teams?The idea of a single view into the enterprise is now available not just for Customer Service but for all managers looking for better decision-making.Customer Service ManagementEnterprise Service ManagementITSMThe 5 Fallacies of B2B Customer ServiceHere are the 5 Customer Service fallacies ready to sink the unwary in 2021.Self-ServiceThe Deeper Your Service People See, The Better They’re Able To “Wow” CustomersBy using a tech platform that has deep visibility into all connected systems, your service team can provide astounding customer service.Customer ExperienceCustomer Service ManagementEnterprise Service ManagementAugmenting Customer Service and Success Creates a Customer Experience that Drives GrowthCompanies must create a strategy centered around Customer Service and Customer Success in order to create a Customer Experience that generates growth.Customer Service ManagementWhen your Customer Service is Right, Sales Success Works at a Whole New LevelCompanies must create a strategy centered around Customer Service and Customer Success in order to create a Customer Experience that generates growth.Customer Service ManagementCheaper isn’t always better when you’re looking at a Service Management platformDon’t compare Customer Service platforms simply on monthly charge per seat. Several factors can influence what you’ll ultimately pay for your solution.Customer Service ManagementAre you ignoring your best chance for boosting monthly revenue? (Hint: It’s not a sales problem.)If you are looking exclusively at your Sales team to drive KPIs like monthly recurring revenue (MMR) you might be missing a major opportunityCustomer ExperienceCustomer Service ManagementThe Benefits of ITSM Optimization Strategies are moving beyond ITSmart industries are learning that lessons from the IT world can provide a ready-made blueprint for improving their customer service capabilities.Customer Service ManagementBest practicesVivantio Releases New Service Optimization Guide for B2B EnterprisesVivantio releases guide identifying the distinct benefits of centralizing customer service and a detailed process for implementing it at B2B organizations.Best practices4 Reasons to Have a Flexible Approach to Service ManagementDiscover 4 reasons why operating with a flexible service management structure can improve team efficiency.ITILBest practices4 Things to Adjust in Your Service Strategy During an Unexpected CrisisDuring a crisis, leadership needs to assess and adjust their company’s service strategy. Here are 4 steps to take to best help your customers and employeesBest practicesAsk These Questions to Find IT Vendors with Strong Security PracticesKeep your service management software system, your company and your customers’ data protected by asking your IT vendor these questions.Best practicesSecurity & ComplianceSeparate Fact from Myth to Master Self ServiceWhen planning a service management strategy, many companies build in components of self service because it is a cost-effective, efficient way for your end…Best practicesSelf-ServiceWork-from-Home is Impacting Self Service in an Unexpected WayWe expected our customers to utilize Self Service more with limited resources during the Coronavirus. Our analytics have shown some unexpected results.Self-ServiceWhy Operational Level Agreements Matter & How to Use Them in VivantioExcellent customer service means meeting your SLAs. Learn more about this key metric and how to use OLAs in the Vivantio ITSM tool.Automation & AIITSMBest practicesTips on How to Successfully Implement Your New ITSM Software SolutionBuying a new service management software tool can be time-consuming and expensive, which is why it’s critical to have a successful implementation.Automation & AIITSMBest practices4 Tips to Convince Leadership you Need New Service Management SoftwareConvincing leadership to invest in a new service management tool can be tough. Read these 4 tips on preparing a sound argument to leadership.ITSMBest practicesOne IT Service Management Software Tool for Multiple DepartmentsService teams outside of the IT department are using Vivantio. Why? Because they want to streamline processes, reduce costs and provide great service.ITSMITILBest practicesReporting & AnalyticsThe Differences Between Help Desk and Service Desk and Why it MattersThe debate on the definition of a service desk vs help desk has been ongoing. Here’s how they’re different and why it matters.ITSMITILBest practices5 Ways to Get the Most Out of Your Free Software TrialSo you’ve narrowed down your ITSM solution finalists and are ready to start a trial? Here are 5 ways to get the most from your free trial.Best practicesA Service Management Software Solution for Accounting and FinanceVivantio’s service desk tool can meet the demands of any department in any industry. Learn how accounting and finance departments are saving time and money…Enterprise Service Management5 Steps to Advance Your Career in IT Service ManagementNo matter your role in the service management industry, here are five simple steps you can take to advance your career.ITSMITILBest practices4 Types of Integration Methods with Your Service Management SoftwareWhen evaluating ITSM software tools, it’s critical to understand what integrations are available so your service team can get the data it needs. Here are…Customer Service ManagementITSMBest practicesWhy Should You Care About ITSM?ITSM addresses the efficiency of your service desk and company. Using a service management tool helps leaders manage various aspects of service and benefit…ITSMITILBest practicesIT Service Catalog: The Intersection Between Business & Technical ServicesRegardless of the service department, employees should be confident the right agent is handling their issue. A service catalog is used to educate an…ITILBest practicesBridging the Gap Between ITIL and Project Management Best PracticesHow can you meld project management techniques with an ITIL framework? Here’s a guide to how the two principles can fit together.Customer Service ManagementITILBest practices3 Benefits of Managing Your Support Teams on a Multi-Tenant Service Management PlatformIs it better to operate multiple service teams across an organization on one platform? Here are three reasons to consider a multi-tenant service platform.Enterprise Service ManagementHow to Implement a Self-Service Portal for Your Support TeamLooking to implement a self-service portal for your team? Get started with this guide.Best practicesSelf-ServiceAsk These Questions Before You Invest in a SaaS ITSM SolutionLooking for a SaaS ITSM solution? Make sure you have the necessary information before moving forward.ITSMBest practices5 Ways Service Automation Can Transform Service Desk OperationsAutomation can be a powerful tool to improve service performance and efficiency. See how you can incorporate it successfully with these five steps.Automation & AI6 Top ITSM Thought Leaders of 2018 and What They Can Teach UsWhether it’s improving processes used to manage tickets or arming the team with more effective service level management tools, experts agree there are major…ITSMBest practicesHow to Create An Effective Self-Service StrategyJoin us for this webinar where you’ll hear about how self-service has been successfully used by real organizations to improve customer satisfaction as well…Best practicesSelf-ServiceHow to Benchmark Uptime for ITSM SolutionsHow are you supposed to measure uptime when considering an ITSM software solution? Check out this quick guide to learn more.ITSMBest practicesWhy the Look and Feel of Your Self-Service Portal MattersA company’s website aesthetic and provided user experience is key to winning new business. Here’s why a self-service portal on your website improves service…Best practicesSelf-ServiceHow to Set Up Effective Support Ticket CategorizationAfter decades of experience in the service management industry, and having worked with enterprise giants like Toshiba and Porsche, we’ve seen countless…Best practicesWeighted Time Left: How This Concept Can Improve Support Ticket Times by 10%Learn how to apply a weighted approach to prioritizing your ticket system, the success of different weightings and their respective benefits and results.ITILBest practicesHow to Drive Business Growth with ITSM ReportingBusinesses today need to capitalize on the valuable business intelligence held within their business systems to ensure their long-term survival. Failure to…Best practicesReporting & AnalyticsThe Next Iteration of ITIL and Service ManagementThe historical role of ITSM within organizations is changing. Learn how ITIL is changing with it.ITILBest practices
