AUTOMATE BUSINESS PROCESSES

Automation reduces workload, improves efficiency and decreases costs

MANAGE COMPLEX WORKFLOWS

The Vivantio workflow designer automates recurring processes within your business, removing the need for manual resources

Workflow Designer

The workflow designer can be used to manage simple and complex processes. From scheduling backups to complex on-boarding of new employees. Drag and drop steps and tasks, and easily configure conditions and rules

Approvals

Prevent actions being taken until approval has been given from managers, employees or other stakeholders outside the business

Task Management

Delegate tasks to others inside and outside of the organization (via self-service). Halt progression of workflows until tasks have been completed, and track delays with OLAs and escalations

Mitigate Business Risk

Through impact maps and the configuration management database, assess risk to the business, assign approvals to service owners, and plan rollback procedures effortlessly

SIMPLIFY TICKET AUTOMATION

Powerful business rules can be built easily, to make decisions on-the-fly without the need for human intervention

Event Based Rules

Trigger actions when specific events are met – notify team leads when a P1 issue is logged, reassign an unapproved request to an employee’s line manager, or lock tickets for out-of-contract customers

Scheduled Events

Never miss a recurring event: create automatic daily backup checks, send reports monthly on service level milestones, and close tickets the customer abandoned

Ticket Routing

Don’t wait for your first line team to assign and escalate tickets. Route infrastructure issues to your NOC, or send printer issues to Desktop Support. Balance work with weighted and round-robin assignment, and get fast help with follow-the-sun routing

Escalation Rules

Make sure you meet your business service agreements by alerting or transferring ticket ownership when SLAs are about to be breached or have been breached

WHITEPAPER: Boost Your Service Desk With These New Ticket Prioritization Strategies

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CASE STUDY

Learn how Capita Travel and Events improved ticket resolution time with Vivantio ITSM

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VISUALIZE TICKET MANAGEMENT

Use automation to bring information to the front of the screen to help make more informed decisions

FLEX Insights

FLEX Insights provides real-time information during ticket creation to provide first response teams with information that can help them solve issues faster

Ticket Watch List

Create rules, or manual select tickets from queues to add to your personal watch list. Use business rules to alert you to changes made to tickets being watched

Ticket Highlighting

Use custom conditions to highlight tickets in grid views to help focus on resolving issues that are most important. Use custom icons to flag tickets that might be from important customers

Load Balancer

Determine the workload of your teams and assign tickets based on availability and to those most likely to resolve issues within agreed service levels

LOAD BALANCER: Assign tickets to those with capacity

REPORT

THE STATE OF SERVICE DESK STRATEGY

In partnership with Service Desk Institute (SDI), we surveyed mid-level and enterprise service desks to learn how they implement service strategy

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INTEGRATE WITH KEY TOOLS

Complete service automation by integrating fully with other core business applications

Just some of the tools we integrate with:

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Learn how you can elevate your service

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EXPLORE OTHER FEATURES

Complete the customer journey and drive even more value by making use of an extensive array of other products within your subscription

ITSM / ITIL

Learn how the ITSM and ITIL frameworks and principles can elevate your service offering

Why adopt ITSM/ ITIL?

CRM

For those supporting in external customers, see how Vivantio's CRM can boost productivity

Service Centric CRM

ASSET MANAGMENT

Vivantio's CMDB can store every type of asset from hardware and software to contracts

Learn about Impact Maps

KNOWLEDGE

Bring all your knowledge into a single platform to support your organization, team and customers

Using Articles in Self-Service

LET'S CONNECT

We believe good customer service stems from making connections – human connections.

Once you’re ready to give our software a closer look, the next step is to speak with one of our solutions consultants.

During this conversation, you’ll learn:

  • If our IT software fits within your budget. Our pricing model is flexible, unique to the buyer and based on volume.

  • How it integrates with your current tools. Vivantio’s ITSM platform was built API-first.

  • Which platform is best for your business needs. Our solutions team can set you up with a demo or free trial.

Already using our products and need some assistance? Contact our technical support team.