62 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 Dark Mode is live. It reduces eye strain and improves readability, with WCAG-tested contrast, and every user can switch it on from their preferences.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 practicesGenerative 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 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 practicesCustomer 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…ITSMITILITSM 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 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 PracticesWhat an ITSM service catalog is, the benefits of building one, how to create it step by step, and how to choose the right service catalog tool for your team.ITSMUnderstand 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 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 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 ManagementITIL 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 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 practicesITIL 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 ManagementWhat 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 SystemWhy organizations need an ITSM ticketing system: when a business outgrows email and ad hoc requests, the benefits of ticketing, and what to look for in a tool.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 PracticesFaster ticket handling frees agents for better service. Three ticket management best practices: the right CSM software, hands-on training, and analytics.Customer 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 ManagementThe 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 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 practicesMake 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-Service4 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 & ComplianceCustomer 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 ExperienceWhen your Customer Service is Right, Sales Success Works at a Whole New LevelSatisfied customers are easier and more profitable to sell to. See how better service drives retention, upsell and cross-sell, and shortens sales cycles.Customer Service ManagementWhy 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 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 practicesHow 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-ServiceWhy 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 practices
