Vivantio

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Self-service tools

Repository of information documenting common issues and known resolutions which can be accessed directly by users

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

ITSM reports and dashboards

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

Configuration mangement

Database for tracking and reporting all business assets

Asset management dashboard

Dashboard showing organization's software portfolio

Change requests repository

Single repository of all planned changes and releases

Change calendar

Calendar showing change schedule to stakeholders

Service-level management

Process for negotiating agreements regarding service level expectations, and ensuring these are met

Workflow automation and business rules

Knowledge management

Problem management

Custom forms, fields and ticket types

Multi-team / business unit service management

Roles and permissions

Customer and employee self-service portals

Surveys and customer satisfaction measurement

AI-assisted service management

Approvals