Achieve ServiceExcellence with VivaDesk

Organise and automate your

customer service, help desk

or service desk operations.

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VivaDesk is a service management software application that helps you organise, automate and measure

your customer service, service desk or ITSM operation.

Service Management covers a wide range of business activity. VivaDesk therefore has several editions

which meet the needs of different service environments from external-facing customer services to busy

internal service desks and enterprise-wide ITSM implementations.

All editions are built on the same extensible code base providing customers with seamless upgrade paths.

Choose on-premise, hybrid or SaaS delivery with a choice of ISO27001 accredited data centres.

VivaDesk leads a new generation of service management solutions which are more flexible and extensible

than ever before, with a richer and more satisfying user experience.

More than an application, VivaDesk is a powerful platform that will provide a sound foundation for

your complete service management vision, not just in IT but throughout your organisation and any

service environment.

Long live the service desk!

Introducing VivaDesk

VivaDesk Lite Edition is all about achieving customer service excellence quickly and easily. Ideal for

customer service teams and help desks.

Getting started on the road to a consistent and efficient help desk couldn’t be easier with VivaDesk Lite,

including point-and-click configuration and an all new drag-and-drop screen designer for self-service

VivaDesk Lite has just the right combination of features to deliver great service every time.

Happy customers are loyal customers and with VivaDesk you can deliver both.

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VivaDesk Lite

VivaDesk Lite highlights at a glance

Quick & Easy Ticketing VivaDesk Lite is all about achieving

customer service excellence quickly and

easily. Point-and click configuration saves

time and money from day one.

Self-Service Screen Designer Create a fabulous online experience with

the drag-and-drop screen designer for the web

self-service portal.

Client History Stay up-to-date with the Client History

– a multi-channel record of all your interactions

with everyone you have contact with.

Self-Help Articles Searchable self-help articles let your

customers get help whenever they want and

reduce the strain on your resources.

Reports and Dashboards Built in reports and dashboards give

you all the key charts and information you

need right out of the box.

Convert Emails to Tickets Never miss another request by

automatically converting incoming emails

to help desk tickets and routing them to the

right person.

The focus of VivaDesk Pro Edition is automation and organisation. Ideal for medium-sized service desks

and ITIL implementations.

VivaDesk Pro has long list of features that help you escape from endless “fire-fighting”, giving you time

to focus on more valuable planning and management tasks. All the core ITIL processes are supported

including incident, problem and change management.

Plus, you’ll find a surprising range of advanced features all included as standard such as the graphical

workflow designer, built-in integration with Active Directory and asset management/network

discovery tools.

VivaDesk Pro

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VivaDesk Pro highlights at a glance

Automate and Organise Put an end to fire-fighting with VivaDesk

Pro’s automation features and organise your

screens and ticket lists however you want.

Asset discovery integration Built-in integration with asset discovery

software. Synchronise discovered configuration

items, pinpoint root cause of problems and spot

recurring issues.

Routing & Escalation Provide consistent service levels with

no wasted effort, and enforce policies and

procedures with the point-and-click business

rule designer.

Custom report designer Create reports and personal dashboards

for an overview of your team’s performance

and all the information you need to support

your budget requests.

Advanced Features When you’re ready, take your service

desk to the next level with high-end features

such as the graphical workflow designer and

roles & permissions.

ITIL compatible Out of the box support for incident,

problem and change management. Fully

integrated with the CMDB. Add and design

your own processes.

VivaDesk ITSM Edition is a comprehensive service management solution for the entire enterprise.

The flexible and extensible design is key to the success of VivaDesk ITSM, making it ideally suited

to large scale implementations with complex requirements.

With the innovative VivaDesk ITSM Service Designer you can create any number of processes and

ticket types, define the relationships between them and tailor them to your specific requirements.

VivaDesk ITSM is available for both on-premise and SaaS delivery with a choice of data centres and

hybrid options for customers operating within regulatory frameworks. Our expert consultants and

project managers have extensive experience of public and private sector service environments

and will ensure you achieve maximum value from this powerful solution.

VivaDesk ITSM

VivaDesk ITSM highlights at a glance

Flexible Enterprise Software Create and design as many distinct

processes as your organisation requires. Each

process has it’s own configuration area and

security settings.

Business Rules Engine Advanced business rules and event-

driven automation provide everything you need

to ensure consistent service levels and

procedural compliance.

Roles & Permissions Secure configuration for multiple

service teams means that VivaDesk ITSM is

easily streamlined for each role with data and

processes available only to authorised personnel.

Analytics and scorecards Market-leading analytics tools as well

as ITSM benchmarks and scorecards give you

detailed reporting, trend analysis and

performance measurement.

Reliable, Flexible, Trusted We’ve been delivering service

management solutions for over 10 years.

Our wide ranging experience is reflected

in a diverse and loyal customer base.

SaaS and On-Premise Ultimate flexibility with on-premise and

SaaS delivery, a choice of data centres in the

US and UK, and hybrid options if necessary.

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Editions at a glance

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Pro

The focus of VivaDesk Pro Edition is automation and

organisation. Ideal for medium-sized service desks

and ITIL implementations.

Excellent customisation options including

configurable ticket queues and lists, and multiple ticket types each with their own

configuration options.

Business rules for ticket routing and escalation.

Unlimited email and ticket templates. Graphical workflow designer.

Asset management and CMDB included. Built-in integration with asset discovery software. Identify root causes and recurring issues.

Up to 3 processes (e.g. incident, problem

and change) plus a CMDB, all integrated.

Create your own reports and personal dashboards with the VivaDesk Report

Builder. Share them with colleagues.

ITSM

VivaDesk ITSM Edition is a comprehensive service management solution for

the entire enterprise. Ideally suited to large scale

implementations with complex requirements.

Powerful enterprise-wide platform with secure

configuration for multiple service teams. Extends

beyond IT into any service environment or line of business.

API Available.

Advanced business rules including scheduled and

triggered events, plus conditional custom fields.

Unlimited templates. Report scheduler.

Asset management and CMDB included. Analyse

business impact with integrated Change

Management. Full audit trail.

Create any number of processes, define the relationships between them and tailor them to

your specific requirements.

Advanced analytics, IT scorecards and

benchmarks aligned with your processes and best

practice principles.

VivaDesk

Overview

Flexibility

Automation

AssetManagement

ITIL

Reporting

Lite

VivaDesk Lite Edition is all about achieving customer service

excellence quickly and easily. Ideal for customer

service teams and help desks.

Designed to be used out of the box with minimal need for configuration. Drag-and- drop self-service designer.

Point-and-click rule builder for ticket routing and

escalation. Ticket templates and email-to-ticket

conversion.

Not included.

Not supported.

Built in reports and dashboards with all the

key information ready for you right out of the box.

Results

Seven times more requests handled with the same number of service desk personnel.

Requests rapidly routed to the right contact.

Resolution times cut.

Transformed the customer experience almost overnight.

Customers are no longer tying up first line staff with chasing calls.

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VivaDesk case study: Vivantio enables seven fold productivity gain in Allegis Group Service Desk.

Staffing and recruitment company Allegis Group, was looking

for a new IT service desk solution to replace an ageing system.

The department of 17 provides support for 8000 Allegis staff

across multiple sites. A new system was required that

would allow accurate automated logging of calls, eliminate

opportunities for human error and free up first line staff

to carry out their key task of managing fixes promptly

and effectively.

Vivantio’s SaaS offering automatically solved

business continuity and disaster recovery planning

concerns as the whole system is hosted off site.

This means that even if Allegis’ in-house systems

go down, as long as they have internet access,

they can still use the Vivantio system and continue

handling and resolving calls.

This has also meant that secure remote access can be achieved so

home and field workers have been able to continue working whilst

on the move, via their PDAs or laptops.

The reporting capability has enabled management to see at a

glance how many calls have been handled, how many are resolved

within service level agreements, and the loading levels of each

individual operative.

The new system allows customers to email support requests which

are automatically logged and then allocated to the relevant Allegis

support contact.

Vivantio’s built-in knowledge base, combined with ‘known issues’

write-ups helps operatives to resolve issues rapidly. This has also

enabled a greater degree of self-service with self-help documents

made available to relevant customers.

“The watchword

with Vivantio is ease-of-use

and a passion to work with you

to make sure the system is meeting

your needs. The savings have also

been dramatic not only in terms of

service delivery productivity but

also in the elimination of

unnecessary service costs – the

system is so user friendly I can

perform changes myself, without

the need to call on Vivantio.”

Neil Davies, Service Delivery Manager, Allegis Group

Vivantio was formed in 2003 with the goal of developing new and innovative products for the service

management industry. Their multi-award winning service desk product VivaDesk helps organisations to

improve, automate and measure their customer service, help desk and ITSM operations. It is used by

some of the best known brands around the world and over 100,000 users every day.

Vivantio has offices in the UK and US, and strategic partners in Europe and Australia. The company

has been recognised as a pioneer in the field by industry analysts and continues to build on this

reputation with a team of service management experts and project managers committed to

providing a flexible and reliable service.

About Vivantio

United Kingdom+44 (0) 1934 424 840

25-31 Boulevard

Weston-super-Mare

BS23 1NX

Every day, organisations around the world use VivaDesk software

to support their customers.

North America+1 800 676 3185

One Gateway Center, Suite 607

Newton

MA 02458

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