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.

Service Management is no longer just for IT

Optimize service delivery and provide all your service teams with the tools to collaborate, escalate and solve problems faster, with a cross-functional, company-wide, service platform.

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The world’s fastest growing companies rely on Vivantio to improve service delivery

Deliver Service Together

Utilizing a single platform for your entire organization to manage service requests improves efficiency by enabling your service teams to collaborate and solve problems faster

Core ITSM / ITL functionality

Configure multiple Incident, Problem, Change and Service Request record types for different services teams. Or unique bespoke record types that map to your business processes

Empower Multiple Teams

Configure roles, process permissions and multiple record types to unique teams and business units.

Secure Data

Configure data permissions to lock down data to resolver teams whilst giving allow management 360 degree view or service operations

Cross Department Workflows

Workflows, tickets and requests can flow through multiple teams and departments supporting processes such as on-boarding of staff

Service Level Management

Multiple SLAs per ticket type with defined milestones such as response, diagnose and fix. Escalation and routing rules mean you’ll never miss a deadline

Reports & Analytics

Track performance by team, or across the entire organization for continued development of service efficiency and service improvement

Boost Your Service Desk With New Ticket Prioritization Strategies.

The results are in. Our research shows how to improve ticket performance by 10%. We profiled real-life mid-level and enterprise service desks to determine how to get the business value from ticket prioritization. Download your free copy of our complete guide to improve your ticket performances.

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Enterprise Service Management

Empower all Service Teams to Collaborate

Requests for service can be managed more effectively when all service teams are working in harmony.

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Multiple Ticket Types

No restrictions on ticket types. From Incident, Problem, Change and Service Requests, to your own.

Service Catalog

Develop a service catalog so that request for service from anyone within the organization can be sent to any service team

Service Level Management

Configure SLAs to organize, track and solve requests within time.

Knowledge Management

Centralize and categorize all your documents, training, guides, videos and more.

Asset & CMDB

Combine all assets and configuration information into one centralized location.

Digital Self Service

Design and build custom self-service portals so employees can easily get help when they need it.

Enterprise Service Management

Boost Company Performance

Streamline all service operations to increase productivity and accelerate response times.

Workflows & Approvals

Utilize workflows, service requests, tasks and change management across the organization to send change approvals to managers

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Automation

Create seamless automations with our simple drag and drop workflow manager for cross company collaboration

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Centralize Requests

All employees have a single place to request help with tailored experiences specific to the type of request being made

Email to Ticket

Process emails into tickets and use workflows to assign them to the right team quickly and seamlessly.

Analytics & Reporting

Continually improve service based on real data, right across the business

Integrations

Connects seamlessly to other business solutions.

American Enterprise Utilizes Vivantio ITSM Tool Across Multiple Service Teams

American Enterprise originally only considered implementing Vivantio for its IT department, but then quickly realized it could utilize the platform across multiple departments, including HR for employee form submissions; Facilities for shipping requests; Marketing for compliance approvals; and Legal for contracts, security and privacy reports, and legal research requests.

Read the full story

Enterprise Service Management

Elevate Customer Service

Your service operation isn’t one-size-fits all, so your enterprise service management solution shouldn’t be either

Exceed Service Expectations

Reduce resolution times by ensuring that requests are directed to the right team automatically.

By combining powerful self service interface with business rules, capture specific information that can help route issues and capture information that removes the need for triage.

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Automate IT Workflows

Through digital transformation and working from home, the demand on the IT team has never been greater than today.

IT Automation lets you do more with less. By automating repeatable processes, you can reduce your teams workload. Using workflow, escalation and powerful business rules you can reduce the number of touchpoints in ticket resolution. Happier teams and happier customers.

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Integrate Across Platforms

Unify all your technology critical applications from asset discovery, event management, license management to DevOps. By centralizing your entire IT infrastructure you create a holistic view of your entire support services across your organization.

Combine this with HR, Facilities, Finance and other line of business applications to simplify the customer experience for things like onboarding or service requests.

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