Customer Service Management

Learn about elevating from case management to customer service management and the impact service management can have on your team and business

Customer Self Service

Gartner, Forrester and McKinsey all predict that Self Service Strategies and AI will lead the way in delivering service improvements.

Automation for Service and Support

Automation reduces workload, improves efficiency and decreases costs

Automation

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

Automation

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

The results are in. Our research shows how to improve ticket performance by 10%

Read the Guide

Capita Travel and Events Improves Ticket Resolution Time with Vivantio ITSM

Find out how Vivantio’s service management software tool improved ticket resolution time and increased service levels for the UK’s largest professional services company.

Read the full story

Automation

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