1 min read

Interview With SITS22 Speakers - Podcast

By Todd Carruth on 4/22/22 10:58 AM

SITS 22 - The Service Desk & IT Support Show is happening 11-12 May 2022 at ExCel, London and we are especially excited as our Chief Operation Officer, Andy Walsh and our Head of Customer Success, Alexis Mackie, will be presenting an educational session on "Why Service Optimisation is Vital for your Vision". 

In this episode of the Vivantio Vibe Podcast, our Director of Digital Marketing Todd Carruth visits with Andy and Alexis about returning to SITS, meeting people face-to-face again and reviews some of the key points in their educational session including what is service optimisation, customer success vs. customer service, and KPIs we all need to consider to improve service.

You can listen below or download wherever you get your favorite podcasts including iTunes or Spotify. 


Headed to SITS22?  Come see us at the educational session and on the show floor.  Pre-register for free using the link below. 



Topics: SITS service optimization podcast
3 min read

Join Vivantio at SITS 2022 - The Service Desk & IT Support Show

By Staff Writer on 4/8/22 11:18 AM

We're headed to SITS 2022 and you're invited!


After a 2-year hiatus, Europe's leading event for ITSM, Service Desk and IT Support Professionals is back in person and Vivantio will be there providing insights on elevating your customer experience alongside expertly-led demos of our award-winning service management platform.


SITS 22 - The Service Desk & IT Support Show is happening 11-12 May 2022 at ExCel, London and this year, we are especially excited as our Chief Operation Officer, Andy Walsh and our Head of Customer Success, Alexis Mackie, will be presenting a special session on "Why Service Optimisation is Vital for your Vision" as part of the educational programme. 



Vivantio's session at SITS 2022 will provide insights on how to improve service operations including developing and implementing partner ecosystems to create a single source of truth for service teams. Plus, we'll look at mapping the customer journey to value streams that increase internal and external customer satisfaction, advocacy, and revenue. 


We will touch on practical service optimization tips that will allow you to develop a better Customer Journey and build in predictors to improve usage and satisfaction. We'll also provide real case study examples with metrics that matter including a 45% growth in self-service usage and an 80% reduction in incident resolution times.

And at a time when talent management has become a significant force in every service organization, it’s more important than ever to provide your team with the tools, knowledge, and key performance indicators they need to succeed in any, and all environments.


"Sixty-four percent of customer service and support leaders report 'grow the business' is their most critical priority in 2022" - Gartner, Inc.


Technology research and consulting firm Gartner predicts that 64% of customer service and support leaders are placing more emphasis on business growth in 2022.  These leaders and their peers now recognize that service and support is no longer considered a cost-center with a sole purpose of retention, but that more value can be added beyond just fixing issues.  Enhanced customer service interactions can lead to new revenue streams while also protecting existing ones.  Gartner reports that forward thinking leaders (making up 82% of organizations), are planning to implement value enhancement strategies to improve their revenue. Don’t miss Vivantio’s session "Why Service Optimisation is Vital for your Vision" for more insights!




Click the link above to pre-register for free and don't forget to stop by our stand to meet the speakers and experience a personalized demo from the Vivantio team.




Topics: Service Desk Software UK SITS tradeshow
3 min read

Vivantio Execs Speaking at Europe’s Top ITSM Conference

By Staff Writer on 3/25/22 4:32 PM

Vivantio Executives Speaking at Europe’s Top Exhibition Conference for ITSM Professionals: SITS 22

Why Service Optimisation is Vital for your Vision: 

Educational Programme at Service Desk & IT Support Show 2022 


Boston, MA (March 20, 2022) - Vivantio, a leading provider of customer service management software and solutions, is pleased to announce Alexis Mackie, Head of Customer Success, and Andy Walsh, Chief Operating Officer, will be presenting Why Service Optimisation is Vital for your Vision at the Service Desk & IT Support Show (SITS 22) at ExCel London on 11-12 May. 

The Vivantio team will be sharing how to improve service operations including developing and implementing partner ecosystems to create a single source of truth for service teams. They will also provide guidance on mapping the customer journey to value streams that increase internal and external customer satisfaction, advocacy, and revenue. Plus, they will demonstrate how predictive analytics can significantly reduce inbound requests and elevate the customer experience. 

“I’m excited for the return of SITS 22 and especially looking forward to being a part of their outstanding educational programme,” said Vivantio COO Andy Walsh. “At Vivantio, we believe that service optimisation is key to elevating the customer experience. Companies that adopt a customer-centric strategy discover measurable benefits across all aspects of their business.”  

 “I love talking about the customer journey and how to maximize co-creation of value,” said Alexis Mackie, Head of Customer Success. “Andy and I are going to provide some proven KPIs that attendees can use to measure service optimisation benefits. And I hope they will stop by our booth after the session to continue the dialog!”  

Attendees are encouraged to check out how critical KPI’s are easily tracked in the latest version of the award-winning Vivantio service management software. Vivantio experts will be providing demos in their exhibit throughout the conference. 

To learn more about their session and register for the show, you can visit the official SITS22 site here 

For more information about Vivantio, please visit  

 About The Speakers 

Andy Walsh is COO of Vivantio with 25+ years of experience in IT and the last 19 years working at Vivantio. Andy has a wealth of experience in all aspects of IT including software development and is dedicated to helping companies deliver exceptional customer service. 

 Alexis Mackie is Head of Customer Success at Vivantio and has excelled in customer-facing roles in the technology space for 12+ years. She currently serves as an advocate on behalf of Vivantio’s customer-base and is dedicated to customers’ needs and goes above and beyond to ensure their technical, functional, and business expectations are met and exceeded. 

 About Vivantio  

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. Vivantio’s award winning solutions feature rapid, low-cost deployments through a “configuration vs. customization” design. Highly scalable for growing Small Medium Enterprise (SME) companies, you are empowered to take charge and elevate the service experience to both your internal and external customers. Easily track KPIs, increase productivity, accelerate response times, all through a simple and intuitive interface. Our platform grows with your company and integrates effortlessly with other lines of business software to deliver maximum, measurable value. 

Topics: ITSM SITS tradeshow education
1 min read

A Service Management Software Solution for Accounting and Finance

By Staff Writer on 4/30/19 9:00 AM


Vivantio’s service management tool is flexible for a reason – that’s what our customers need. No matter what industry you serve, our ITSM software can meet the unique demands of any department receiving internal or external requests, like Accounting and Finance, for one.

We recently spoke with our customers to learn how Vivantio has become a centralised hub for all their service departments since implementation. The answers were fascinating. We found that while many of our customers originally explored our product strictly for IT purposes, they quickly discovered just how easy it is to add service categories and customize ticket types to accommodate the needs of other business units. Vivantio’s versatile platform is being used as a service solution not only for technical support, but also for Human Resources, Sales and Marketing, Claims, Quality, Facilities Management, Corporate Services, and many more.



While it’s no surprise that Vivantio is used by technical support (IT) the most, Accounting and Finance was a close second. With Vivantio, users can gain control and insight of their department with the ability to track, prioritize, and process incoming finance-related requests. Here are more reasons why it’s a popular tool for this department:

  • Control costs by streamlining routine processes with automated workflows.
  • Reduce the time it takes to get approvals and manage purchase orders.
  • Stay informed of all requests the team is managing with custom dashboards.
  • Manage end-user requests via the self-service portal.

In addition, users appreciate the platform’s codeless, drag-and-drop design, and intuitive interface. Changes can be made to the system without the need for a programmer –a nice feature for non-technical departments.



Considering the wide range of fiscal responsibilities that are task-related, it’s easy to see why so many Accounting and Finance departments count on Vivantio’s service management platform to manage the requests of both internal and external clients–ranging from contractors, suppliers, and employees–so they can focus on being responsive, accurate, and compliant.

Is your ITSM software supporting the needs of all your service departments? We’d like to know.

Topics: Service Management Finance Service Solution SITS HR Human Resources
2 min read

Top 3 Takeaways at the 2019 Service Desk and IT Support Conference

By Staff Writer on 4/30/19 9:00 AM


London’s 2019 Service Desk & IT Support Show is now over and the Vivantio team has met with over 300 people to demo the latest features in FLEX. During the show, we spoke with customers and industry experts to hear the big topics on everyone’s mind this year. Here’s what we heard.



Choosing the best ITSM software for your company can seem challenging. With several options and configurations on the market, it’s easy to feel overwhelmed. What companies truly need to consider are their business goals, then assess potential costs and options such as SaaS vs on-premise delivery, the software’s hosting platform partner, security standards and certificates, and integration abilities. Attendees learned the do’s and don’ts of the ITSM selection process at the “How to avoid common pitfalls: a guide to ITSM tool election” seminar by Pink Elephant, who we’ve partnered with in the past to discuss ITSM strategies.

IT technician typing on server laptop



Is IT still relevant? We think so. But thanks to ever-evolving technology and customer demands, IT departments feel they are fighting to stay relevant, which was a hot topic in the “Fighting for relevance” seminar by Virtual Clarity. We’ve found that to provide top-of-the-line service, IT service teams will need to create strong customer connections, stay on top of technological innovation, deliver even better (and faster) service, continue to ensure quality processes, and adhere to security protocols–which leads us to the question of…



…How to best streamline service management. Because an organization is greater than the sum of its parts, several companies search for scalable ITSM software that can serve multiple departments. By using custom-built workflows, conditional custom fields and forms, and flexible self-service portals, a company can meet the demands of both internal and external customers. Employee training is also crucial. SkillsTx covered how to identify what skills an IT team will need to keep up with customer demands in the panel discussion, “What skills do you have and what do you need?”



We provide a solution to some of these challenges. With your goal of improving service teams in mind, we’re creating software that is at the forefront of the industry. Vivantio is a centralised hub for all your service needs, enabling users to provide outstanding service management without being cost- or growth-restrictive. Let us show you.

Topics: ITSM Vivantio Service Desk Software UK SITS ITSM Trends Future of ITSM
2 min read

3 Benefits of Managing Your Support Teams on a Multi-Tenant Service Management Platform

By Staff Writer on 6/19/18 9:00 AM


With the standardization of many IT processes, there are many services that provide management solutions to match the needs of your IT teams. But there are other teams that provide key business support. What exactly is stopping them from using the same platform to improve their workflows?

There are many practical reasons for separating your support teams and siloing operations. Many options are great at separating data, but fail to address each teams’ specific needs and workflows. IT will naturally resolve requests differently from compliance or HR.

That being said, your support teams don’t have to be siloed. They will benefit from having a centralized area to coordinate, standardize and automate work. Multi-tenant platforms can provide specific benefits to your operations. Let’s look at a few of them.



Most teams run their own reports, but analyzing a single group does not provide full insight into the overall service output. Departments often work independently of each other, which results in non-standard reporting. This places a burden on your executives when trying to make decisions from unrelated data sources. Collaborative work between departments also often goes unreported. Interdepartmental tasks are mostly handled through email with no method to analyze data associated with each action. This prevents analysis of any standard workflows that involve multiple teams.

Multi-tenant platforms simplify reporting standards to better determine team and organization KPIs. CIOs can benefit from having both a high-level view over each department’s performance and the ability to dive deeper into individual metrics.



Integrations commonly play a large part in many effective service management platforms. They are often used to connect disparate systems in order to get deeper analytics and metrics around your service operations. An example would be a development team that uses Jira integrating with their service management tool to determine which changes lead to an influx of service tickets.

When managing multiple systems for various support teams, the effort of upkeep between all these integrations can become expensive and complicated. Multi-tenant solutions eliminate that risk by offering a single avenue with which to link your various assets together.



Many service management platforms will charge on a user-by-user basis through licenses. You might think that more users on one system would drive up costs, but, in fact, individual license costs will often decrease. Multi-tenant platforms will often offer more flexible pricing around their licensing models, especially when overall user counts increase. Effectively blending together named and concurrent licenses to fit the needs of your business will also add to your overall cost-savings.



In closing, multi-tenant solutions have clear advantages over separate platforms by providing enhanced visibility over organizational performance, an ease of maintainability, and a lower operating cost. These platforms provide the building blocks to design a custom solution per team, while hosting all the data in the same area.

Topics: Service Management SITS ESM Multi-Tenancy
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