Achieve Service Excellence with VivaDesk

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1 Achieve Service Excellence with VivaDesk Organise and automate your customer service, help desk or service desk operations. vivantio.com

2 Introducing VivaDesk 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! Sign up for your free trial at vivadesk.com vivadesk.com

3 VivaDesk Lite 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. 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-Help Articles Searchable self-help articles let your customers get help whenever they want and reduce the strain on your resources. Client History Stay up-to-date with the Client History a multi-channel record of all your interactions with everyone you have contact with. Convert s to Tickets Never miss another request by automatically converting incoming s to help desk tickets and routing them to the right person. Self-Service Screen Designer Create a fabulous online experience with the drag-and-drop screen designer for the web self-service portal. Reports and Dashboards Built in reports and dashboards give you all the key charts and information you need right out of the box.

4 VivaDesk Pro 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 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. 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. Routing & Escalation Provide consistent service levels with no wasted effort, and enforce policies and procedures with the point-and-click business rule designer. ITIL compatible Out of the box support for incident, problem and change management. Fully integrated with the CMDB. Add and design your own processes. Asset discovery integration Built-in integration with asset discovery software. Synchronise discovered configuration items, pinpoint root cause of problems and spot recurring issues. 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. Sign up for your free trial at vivadesk.com

5 VivaDesk ITSM 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 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. Analytics and scorecards Market-leading analytics tools as well as ITSM benchmarks and scorecards give you detailed reporting, trend analysis and performance measurement. Roles & Permissions Secure configuration for multiple service teams means that VivaDesk ITSM is easily streamlined for each role with data and 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. processes available only to authorised personnel. Business Rules Engine Advanced business rules and eventdriven automation provide everything you need to ensure consistent service levels and procedural compliance. 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.

6 Editions at a glance VivaDesk Lite Pro ITSM Overview VivaDesk Lite Edition is all about achieving customer service excellence quickly and easily. Ideal for customer service teams and help desks. The focus of VivaDesk Pro Edition is automation and organisation. Ideal for medium-sized service desks and ITIL implementations. VivaDesk ITSM Edition is a comprehensive service management solution for the entire enterprise. Ideally suited to large scale implementations with complex requirements. Flexibility Designed to be used out of the box with minimal need for configuration. Drag-anddrop self-service designer. Excellent customisation options including configurable ticket queues and lists, and multiple ticket types each with their own configuration options. Powerful enterprise-wide platform with secure configuration for multiple service teams. Extends beyond IT into any service environment or line of business. API Available. Automation Point-and-click rule builder for ticket routing and escalation. Ticket templates and -to-ticket conversion. Business rules for ticket routing and escalation. Unlimited and ticket templates. Graphical workflow designer. Advanced business rules including scheduled and triggered events, plus conditional custom fields. Unlimited templates. Report scheduler. Asset Management Not included. Asset management and CMDB included. Built-in integration with asset discovery software. Identify root causes and recurring issues. Asset management and CMDB included. Analyse business impact with integrated Change Management. Full audit trail. ITIL Not supported. Up to 3 processes (e.g. incident, problem and change) plus a CMDB, all integrated. Create any number of processes, define the relationships between them and tailor them to your specific requirements. Reporting Built in reports and dashboards with all the key information ready for you right out of the box. Create your own reports and personal dashboards with the VivaDesk Report Builder. Share them with colleagues. Advanced analytics, IT scorecards and benchmarks aligned with your processes and best practice principles. Sign up for your free trial at vivadesk.com vivadesk.com

7 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 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 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.

8 About Vivantio 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. Every day, organisations around the world use VivaDesk software to support their customers. United Kingdom +44 (0) North America Boulevard Weston-super-Mare BS23 1NX One Gateway Center, Suite 607 Newton MA Sign up for your free trial at vivadesk.com

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