1 min read

Ticketing System Tips for Service Optimization - Vivantio Vibe Podcast

By Todd Carruth on 3/22/22 1:23 PM

Let's face it - TICKETING is the focal point for every service management system.  How well you handle service requests can either lead to broken SLAs and upset customers or streamlined processes and happier outcomes. 
Vivantio's Product Specialist Melissa Faletra visits with Director of Digital Marketing Todd Carruth about the recent Demo Workshop Webinar "Ticketing Tips for Service Optimization" now available on demand here.
Listen as Todd and Melissa share some key tips from the on-demand webinar that include onboarding ideas for self-service portals and creating custom workflows.  And discover why Melissa's technical background gives her a unique perspective on helping people with software solutions. 

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



Remember, no matter what your service management platform, use these tips from the webinar to help you achieve Service Optimization and help elevate your customer experience!   Just click here to start watching.

And you can always register for your free customized demo of the award-winning Vivantio platform by clicking FREE DEMO below.FREE DEMO


Topics: Software Trial podcast demo demo workshop
1 min read

Service Management Software Demo Expectations - Podcast

By Todd Carruth on 2/10/22 3:59 PM

We've all signed up for a demo or a trial for a software solution but not all companies provide the same amount of support after you fill out that form. 

Mark Walker Headshot-1Join Vivantio's Director of Digital Marketing Todd Carruth and Software Sales Engineer Mark Walker (right) as they discuss the questions you should ask and what you should expect whether your just a passenger or a driver when it comes to testing a service management solution.

Learn more about our demo workshop series here. 

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


Now that you know what to expect, why not try a demo yourself? Click below to get your free consult and demo from Vivantio. 



Topics: Software Trial podcast demo demo workshop
6 min read

Tips on How to Successfully Implement Your New ITSM Software Solution

By Staff Writer on 2/12/20 9:00 AM


Investing in ITSM software can be a time-consuming and expensive process, beginning with researching platforms that meet your service team’s criteria through testing various IT software tools.

Once you’ve decided on the best ITSM software solution for your team, you’ll need to prepare for implementation. Based on our customer’s experience at Vivantio, following our recommendations for having a successful implementation has resulted in long-term success with our service desk software and a greater return on their investment. Here’s how to ensure your implementation process is smooth.


From the get-go, you should set expectations and have clear communication with both your service team and the ITSM software vendor, which means you’ll need to front-load the planning phase of your implementation. But, without a robust plan in place and a way to measure success, the transition to your new IT software solution will be rocky. To start, clearly define and document the following:

Abi providing a demonstration of vivantio features

1. Document the current resources you have available – include employees, teams and departments that will use the service management software, and how you will communicate to them throughout implementation.

It’s important to identify your internal implementation team. Make a list of who needs to be involved in the implementation process and how much time you estimate they will need to reserve for the process, start to finish. You can work backward from your key roll-out date and document milestones that need to be reached in order to have a successful implementation.

Vivantio’s implementation manager, Abi Welsh, recommends mapping your plan early on. “Find out what your key dates are with the resources you have. Do you need to replace an existing solution before the contract expires? What departments are involved and who will implementation affect? Think about what functions need to be live to replace the legacy system or current process,” Abi says.

You should also ensure you have a good communications plan that includes all stakeholders: IT technicians, callers, systems administrators, management, etc. Communicating with everyone throughout the process will keep them engaged and help prevent unforeseen issues that may arise.

TIP: Identify which individuals should have a hands-on approach during implementation, then appoint a few super users who can provide support and be champions for change. Also recognize that some employees might need more support, so listen to their needs and engage them early on.

2. Create a step-by-step timeline of what needs to be done by who and when.

Remember that while having an all-encompassing, detailed implementation plan is crucial to success, you don’t have to tackle implementing your service management software all at once. For example, perhaps the incident management process needs to be up and running immediately, the technicians need to be trained and the historic ticket data from the legacy system needs to be migrated in, but you don’t need the self-service portal or reporting functionality until later in the implementation process.

These are the pieces to consider and outline in your roadmap as you prioritize moving parts of your software implementation, suggests Abi. “Different business areas or functionalities may have their own deadlines. Once you have these dates set, you can continue building out the project plan,” she says.


Now that you’ve laid out your plan, it’s time to begin implementation. Every IT software implementation project has three core phases: the foundation, framework, and custom finishes. Breaking up the process allows others to get a handle on the basics of the software first, then mold it to fit your service team’s specific needs.

Foundation: During the foundation phase, you will begin implementing basic functionalities that replace previous service software and procedures. In this case, you might focus solely on rolling out IT ticketing software first to the service desk before other departments.

Framework: The framework phase typically consists of added functionality and/or new features and processes your company wasn’t using previously but are critical to your improved business processes, such as workflows and automation.

Configuration: Once you have determined the core functionalities of your platform, you can implement your must-haves and tweak customized features specific to your company’s needs. This could consist of setting up specific integrations, or creating ticket categories, custom forms and fields, your asset area or SLAs.


To stay on track, communicate regularly with your ITSM software vendor and your stakeholders throughout implementation. Continuously review the milestones you’ve outlined in your project plan so you can quickly see if the project is progressing as expected.

You should also be flexible enough to adjust your project roadmap because unforeseen issues—or even great opportunities you hadn’t originally considered—might pop up. If they do, discuss any necessary changes in the project to the relevant people.


Remember that implementation doesn’t stop once your service management system is up and running. Your ITSM software will need to be configured and will have ongoing troubleshooting, feature revisions, additional training and maintenance. It’s likely your team will require training on these new or improved processes to make your systems and staff more efficient.

Because it takes time to fully train a staff to use new software, you will need to spend time supporting your team post-implementation. Don’t think of this as an expense or waste of time, but rather as an investment in your employees and the organization.

man leaning over his desk writing in a journal next to a laptop

“It’s a good idea to have an enhanced period of support for all users as the new system beds in and to make sure there are clear lines of communication,” Abi says.

As you become familiar with your software, you should begin measuring its effectiveness to ensure you meet your performance goals and desired KPIs. You might also learn about additional features you can add that you didn’t originally plan on using, so keep in touch with your ITSM software provider.

Abi suggests thinking about how you can measure the effectiveness of the solution and how to address issues you encounter. “Schedule a final project review after implementation to think about how to improve future projects. Finally, once you start collecting some data, you should review and update your system reports and dashboards,” she says.


Choosing the best ITSM software that meets your key business requirements takes a great deal of time, which is why it’s important to have a smooth implementation process. Remember to follow these recommendations:

  • Make sure you set clear expectations and have clear communication with both your service team and the ITSM software vendor from the start.
  • Develop an implementation plan that includes resources, time allocation and milestones.
  • Break up the process to allow users to get a handle on the basics of the software first, then mold it to fit your service team’s specific needs.
  • Spend time supporting your service teams post-implementation for continued success.

Once your new tech is in place, your data is tracked and positive feedback given, you’ll be glad you invested in a new service management system.

Topics: Service Management ITSM Software Implementation Software Trial ITSM Solution Automation
4 min read

5 Ways to Get the Most Out of Your Free Software Trial

By Staff Writer on 9/10/19 9:00 AM


So you’ve narrowed down your ITSM solution finalists and are ready to start a software trial? Many SaaS companies offer free trials for a limited time so that you can test drive the platform and ensure it meets your business needs. But how do you make the most of your free software trial before it expires?

At Vivantio, we’ve seen many companies approach service desk software trials differently but have found that the most useful and worthwhile trials are the ones where both the customer and the software vendor took full advantage of prep-time, pre-trial set-up, and thoroughly tested the system. Here are 5 tips to maximize your time with your free trial:

Computer monitor showing the vivantio self-service portal


Before you work with the vendor to set up your trial, compile a list of must-haves and nice-to-have technical and functional requirements you’d like to test so that the product specialist can configure the trial platform with the features you need. Doing so will allow you to focus on using the platform in a testing environment that mimics a real-use case. This is the best way to determine if the product will meet your specific business needs.

Unsure what you might want to test? Here’s what some of our customers ask about pre-trial:

  1. Functionality and ease of customizability of the self-service portal (here’s why it matters)
  2. Ways to capture information specific to the company, such as custom forms and fields
  3. Walkthrough of how to work a ticket and overall feel for the platform
  4. Automation and visual workflow options
  5. Reporting and dashboard capabilities
  6. ITIL standards and best practice (here’s more about how project management can improve ITIL practices)


At Vivantio, we’ve found that offering a trial set-up session is incredibly helpful. Don’t skip this crucial and often overlooked step in the process! During this scheduled session, a product specialist will walk you through initial steps on how to navigate the trial site, provide instruction on how to use system areas, and allow users to get a basic handle on the product.

It’s also another opportunity for the vendor to build out specific features suited to you and answer questions you may have about them. Although the trial site is created to provide an optimal experience, remember that multifaceted and fully customizable configurations might not be immediately set up in the trial phase, but will be available once the software is implemented.


Trial periods can range anywhere from 14 to 30 days, meaning you will need to carve out time to test the platform in order to determine whether it meets your business needs.

In order to make an educated decision, prioritize the trial period by deciding early on who needs to test-drive the platform, what the evaluation process of the software looks like, and what the decision timeline is.

Ensure all stakeholders have access to the platform and check in with them regularly. Then, devote the time necessary to thoroughly test the software. Logging in, asking the vendor questions, and learning the trial platform ensures that you’ll decide on a solution that works best for you.



Trials exist to make sure both the vendor and potential customer are a proper fit. The most successful trials are ones where there is open and consistent communication. Don’t hesitate to ask questions about specific features or future developments in the pipeline. Utilize any type of help button, contact page, knowledge base articles, or resources the vendor offers. Remember, your experience with the vendor during this trial period often reflects the level of service you will get once you’re a customer.



Although companies typically assign only a handful of people to research possible ITSM software solutions, you might not be the only boots on the ground relying on the software daily. As you research, ask for input from your team and be sure to involve everyone—from technicians to IT managers to CIOs —in the ITSM tool selection process where necessary to avoid confusion and to reasonably manage expectations. Typically, the trial-testing team includes:

  • An IT manager who oversees the trial and sets up proper workflows to assign to the appropriate technicians
  • Technicians who receive and process service requests
  • End-users who submit tickets to stress-test the platform
  • Developers who test integrations with tools like JIRA and TFS
  • Other department managers, such as HR, facilities, and operations, who will check compatibility and workflows between departments using the platform (here’s how ITSM software can be used beyond the IT department)

After thorough testing, IT managers usually collect feedback and data, which can include discussion on processes such as ticket routing, automation capabilities, and escalation scales, from all parties to bring to the decision-maker. We’ve created a simple to use, comprehensive software evaluation tool your team can use to see how the vendors on your shortlist stack up against your criteria. You can download it here.



The trial period can be an informative and relatively painless part of the software-buying journey, and by spending time with the platform, being specific with your needs, and including your team, your trial is likely to go smoothly.

Remember that you don’t have to be the solo driver—the implementation team will be able to set up and walk you through your specific software service desk configuration should you decide to move forward with the vendor.

Topics: Service Desk Software Service Management Software Trial ITSM Tools
Content not found