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Jun 1, 2023   |  By Vivantio Team
Support tickets are the primary way that users communicate incidents and problems. This is why it is important for businesses to understand the support ticket lifecycle, as well as the interventions and tools that can speed up the resolution process. To help businesses understand how they can improve, we are going to cover.
May 30, 2023   |  By Vivantio Team
Establishing a quality help desk ticket workflow is the key to achieving quicker and higher quality resolutions. Not only does this achieve better outcomes for users, but it also improves business operations and makes service departments more cost-effective. Many of the issues that cause delayed responses, missed tickets, or return tickets for issues that weren’t resolved correctly are caused by broken or poorly optimized help desk ticket workflows.
May 25, 2023   |  By Vivantio Team
This post will help to answer the following questions: Incident management is a core function of any IT department, covering internal and external support ticket resolution. As such, it’s not surprising that many companies building out their IT department will likely implement an incident management ticketing system. Support tickets, or incidents, represent an individual user issue with a business’s product or IT network.
Mar 28, 2023   |  By Vivantio Team
In customer service, a business’s promises only add value when they are guaranteed in writing. Customers want to know that quality and timely service is guaranteed, and that they have specific recourse if things don’t go as planned. Service level agreements (SLAs) designate contracts between a service provider and their clients that define the service provided, as well as the timeframe and delivery method.
Mar 24, 2023   |  By Vivantio Team
As businesses develop, their need for organization and consistency grows. A larger ship takes longer to turn, and the same principle applies to large firms that require buy-in from numerous departments to properly implement change. As a result, standard practices and concepts have emerged to help business leaders better organize their operations. Enterprise architecture represents one of these concepts, and ITSM provides a comprehensive set of best practices and procedures.
Mar 22, 2023   |  By Vivantio Team
IT service management involves complex practices and procedures, especially as companies grow. As a result, keeping a close eye on every aspect of the service management framework can be challenging to ensure that all core functions are being performed efficiently. In addition, manually auditing an ITSM system can take much time, and this takes from the time available actually to correct issues or inefficiencies as they arise.
Mar 17, 2023   |  By Vivantio Team
An ITSM service catalog is the best way to inform users about everything an IT department can do for them and provide them quick access to whatever they need. Catalogs play a vital role in the ITSM experience, as a quality IT framework requires clear and simple presentation to ensure that users can utilize its benefits. Otherwise, much of the time and financial investment into implementing new IT services may go to waste.
Mar 17, 2023   |  By Vivantio Team
A self-service portal is a customer-facing site for support requests and important information like billing history, recurring orders, troubleshooting information, or any other details a customer needs to know. By giving users quick and easy access to these tools, businesses can reduce support tickets and decrease the time it takes for tickets to be resolved.
Mar 9, 2023   |  By Vivantio Team
A knowledge management system (KMS) gives internal and external users organized access to the necessary information.
Mar 8, 2023   |  By TechTeam
Customer journey pain points refer to points in the journey, or aspects of it, that bring up obstacles or frustrations that could put customers off. They can dictate whether a purchase is made, the sale size, frequency, and likelihood of referral. While pain points are typically focused primarily during the sales cycle, for B2B firms, a comprehensive look at the entire customer journey is necessary to mitigate pain points’ negative impacts.
Mar 6, 2023   |  By Vivantio
Learn how Vivantio helps to scale your service operations.
Mar 1, 2022   |  By Vivantio
Is your service management software supporting the needs of all of your service departments? Vivantio's service management platform is flexible for a reason - that's what our customers need. Even though many of our customers originally explored Vivantio for IT purposes, they quickly discovered just how easy it is to accommodate the needs of other business units. Watch and learn how Vivantio can support the departments in your business.
Jan 31, 2022   |  By Vivantio
Let’s take a look at Automation. Automation reduces workload, improves efficiency, and decreases costs. With the right service management solution like Vivantio, you can manage complex workflows and automate recurring processes within your business, removing the need for manual resources. Many tasks can be automated, from finance and HR management to project management, team collaboration and reporting. Watch the video to learn more.
Dec 29, 2021   |  By Vivantio
Did you know that better customer service has a direct effect on accelerating the sales process? It can have a huge impact on customer retention as well as increasing upsell and cross-sell opportunities. And statistics show that acquiring a new customer can cost five times more than retaining an existing one. Watch this video to learn more about the connection between customer service and sales plus the two main considerations you should look for in a service management platform partner.
Dec 8, 2021   |  By Vivantio
To drive better engagement and truly transform customer experience (CX), it's critical to make as much helpful—and current—data-driven information available via self-service. Determining where you are, today, and developing a strategy for advancement can be greatly assisted with the help of an experienced partner. Especially one who can share—and amplify—your vision. If you're ready to accelerate your self-service efforts, speak to one of Vivantio's experts today to discover what's possible with a short timeframe and a reasonable investment.
Nov 11, 2021   |  By Vivantio
One of the major culprits in declining revenues is customer churn. Stop this "leaky boat" by attending to issues of customer service and help drive your KPIs like Monthly Recurring Revenue. Vivantio can help by providing a Unified Service Management Platform that delivers on Customer Service Optimization.
Jan 10, 2020   |  By Vivantio
Are you a company with multiple departments using the same ITSM platform or an IT service desk with multiple technicians? If so, you might want to enable roles and permissions. Roles and permissions are crucial because they determine who–and what departments–can perform certain operations and access particular (e.g., confidential) data within the software. In this video, Lauren, our content marketing specialist, provides an overview of the roles and permissions capabilities within the Vivantio platform.
Oct 22, 2019   |  By Vivantio
Watch this video from the 2019 Service Desk and IT Support Conference in London earlier this year to learn how Vivantio's unique business model unlocks the very best customer service possible.
Oct 22, 2019   |  By Vivantio
In this video, product specialist Melissa provides an overview and demonstrates the functionality of creating custom forms and fields in Vivantio.
Oct 22, 2019   |  By Vivantio
In this video, Melissa, one of our product specialists, will demonstrate how users can automate business processes using workflows in Vivantio.
Nov 22, 2021   |  By Vivantio
As you are learning more about options in the market, it's key to understand what factors indicate the best possible value. Get all the details about these elements such as: Download your free copy of our guide to make sure you're asking the right questions and getting the platform you actually need.
Nov 22, 2021   |  By Vivantio
We profiled real-life mid-level and enterprise service desks to determine how to get the business value from ticket prioritization. Learn more about each element of our research including: Download your free copy of our complete guide to improve your ticket performances.
Nov 1, 2021   |  By Vivantio
At Vivantio, we place the same amount of value in security as you do. Learn how we prioritize the security of our users and their customers' data by addressing potential concerns such as: Download your free copy of this guide to learn what industry-leading security measures look like.
Nov 1, 2021   |  By Vivantio
There have been many debates about what's better - software-as-a-service (SaaS) or on-premise delivery. Find out why we believe cloud-based service management beats other options like: Download your free copy of our whitepaper to break through the debate and learn why SaaS is the best option for any service team.

Our highly configurable service management solution empowers you to take charge and deliver the best possible service experience to your customers.

Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence.

The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service. Vivantio is a trusted partner offering cost-effective solutions through flexible licensing.

Elevate Your Customer Experience:

  • Empower Teams: Our powerful, yet simple and intuitive configuration puts you and your team in control so you can be up and running quickly, allowing you to focus on what is important – delivering stellar service to your customers.
  • Enable Operations: Streamline service operations to increase productivity and accelerate response times to customers, all through a simple and easy to use interface.
  • Elevate Customer Experience: Leverage service optimization and integrate with other line of business platforms to deliver maximum, measurable business value.