Product Overview of Vivantio
Vivantio is a comprehensive service management software designed to centralize and enhance the operations of service teams across entire organizations. Here’s a detailed look at what Vivantio does and its key features:
Service Management Capabilities
Vivantio goes beyond simple ticketing by offering a highly configurable platform that enables organizations to deliver enterprise-level service management. It supports various service teams, including customer service, internal IT, and other support functions, ensuring seamless collaboration and secure data exchange.
Key Features and Functionality
Service Management
- Vivantio allows for the management of various ticket types, including Incidents, Problems, Service Requests, and Change Management. This ensures that all service-related activities are tracked and managed efficiently.
Asset Discovery & ITAM (IT Asset Management)
- The platform provides automatic maintenance of an accurate inventory of IT assets, enabling organizations to find and fix issues before they cause problems. It offers insights into patch status, vulnerability exposure, and security compliance through custom reports and IT dashboards.
Automation & Workflow
- Vivantio features powerful automation capabilities, including routing rules, escalation rules, business rules, and trigger rules. This automation helps in streamlining service operations and reducing resolution times.
AI and Analytics
- The platform leverages AI to generate feedback from the knowledge base, analyze customer sentiment, and assist in writing detailed feedback to customers. It also provides business-critical insights through dashboards, reports, and the Vivantio FLEXGrid.
Knowledge Management
- Vivantio’s knowledge management system allows for the creation of internal and public articles to aid service delivery teams and customers. It centralizes organizational policies, procedures, and compliance documents, making them easily accessible through self-service web portals.
Self Service & Omni-channel Support
- Organizations can design and build branded self-service portals where customers can search for knowledge base articles, report bugs, and raise support tickets. The platform supports omni-channel support, integrating with multiple systems such as email, O365, WhatsApp, and SMS.
Customer Relationship Management (CRM)
- Vivantio’s CRM features help in capturing vital customer information, managing contracts and service levels, and maintaining a Configuration Management Database (CMDB) to record software, hardware, and services delivered to each customer. This provides a 360-degree view of the customer and helps in understanding their changing needs.
Task Management and Case Management
- The platform allows for the creation and assignment of multiple tasks for any ticket to any user, employee, or customer. It also keeps an audit of all tickets and requests made by individuals within a customer’s organization, enabling the production of monthly case reports.
Integrations
- Vivantio offers extensive integration capabilities through its FLEXBridge connectors, low/no-code webhooks, webMethods, and a comprehensive REST API. This allows for connectivity with various essential platforms, including on-premise Active Directory, asset discovery tools, and data warehouses.
Benefits
- Improved Efficiency: Vivantio streamlines service operations, increases productivity, and accelerates response times.
- Enhanced Customer Satisfaction: The platform provides unparalleled customer support through advanced workflows, AI, and automation.
- Comprehensive Visibility: It offers complete visibility into IT environments, asset inventories, and customer data, enabling proactive issue resolution and risk mitigation.
- Customization and Scalability: Vivantio can be configured to be as complex or as simple as needed, making it suitable for teams of any size.
In summary, Vivantio is a robust service management platform that centralizes and optimizes service operations, enhances customer satisfaction, and provides comprehensive visibility and control over IT assets and customer data. Its extensive features and integrations make it a versatile solution for organizations looking to scale their service management capabilities.