This tier adds complex workflow automation, automated business rules and reporting, real-time statistics and analysis, plus multi-team features for big organizations with different support groups. The third tier is called Velocity and will run you £62 per agent per month ($86.05). If you need custom ticket data fields, this tier also has some beginning features for this along with individual user customizations. It’ll also let you use Kanban boards and has more advanced capabilities around routing rules, custom dashboards, and managed workflows. The Vital level, priced at £42 per agent per month ($58.29), is where the ITIL compatibility starts.
That price is slightly down from the base tier we saw last time around, which was about $48 per user per month. You’ll pay £32 per agent per month ($44.41) for the lowest tier to get basic functionality, which includes a branded self-service portal as well as the mobile edition. Each level adds additional features to the Value tier to justify the additional cost. They now come in four levels dubbed Value, Vital, Velocity, and Visionary. Vivantio’s pricing tiers have changed since our last review, generally making each tier slightly cheaper than before. There’s no single organization responsible for these rules, however, so you can still find feature differences in products that say they’re ITIL compatible. Using a standard framework, like ITIL, helps because you can more effectively scope performance and extend out to related disciplines, like asset and change management. This is really just a set of service desk best practices that cover how to build and manage an effective, full-service IT help desk. If you’re a smaller outfit with more customer-facing needs, you should check out our other Editors’ Choice designees, Freshdesk and Zoho Desk.įor those that don’t already know what ITIL is, it refers to the Information Technology Infrastructure Library. Tack on a still-competitive price, and Vivantio remains a top ITIL-compatible enterprise service desk that’s definitely deserving of our Editors’ Choice designation along with fellow ITIL proponent, HaloITSM.
While its Flex interface design remains the same, it’s added new capabilities around integration, management, and support for global service desk operations, too. We’ve tested the Vivantio (formerly Vivantio Pro) help desk service several times and each time it’s gotten incrementally better.
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