Demo
7 min read

How to integrate Vivantio with Azure DevOps

By Melissa Faletra on 7/13/20 2:33 PM

Azure DevOps–formerly named Visual Studio Team Foundation Server (TFS)–is a Microsoft product that allows developers to plan work, collaborate on code development and build and deploy applications. If your development teams are using Azure DevOps, integrating it with your service desk software can provide the following benefits:

  • Create bugs directly from Incidents or Tickets
  • Create Product Backlog Items from Service Requests or Change Requests

Vivantio includes an out-of-the-box, two-way integration with Azure DevOps, making it simple to have open communication and visibility between your support and development teams.

Our Azure DevOps integration helps you streamline your processes and keep everyone informed of what is going on, regardless of which tool they work in day-to-day, so there's no need for your developers to log into Vivantio, and no more phone calls to the development team to check on the status of bugs!

This tutorial will show you how to configure the integration and provides an example of creating a Work Item in Azure DevOps directly from Vivantio.

To connect Vivantio to Azure DevOps, you’ll need:

  1. Vivantio ITSM
  2. Admin access to your Vivantio Instance
  3. Credentials to a user account for Vivantio in Azure DevOps

 

CONFIGURATION IN VIVANTIO

Step 1:

Log into Vivantio, open the Admin Area. Navigate to:

Integration & API >> TFS

Fill in your Azure DevOps login credentials:

  • Version: Azure DevOps
  • Organization Name: Enter your organization name. This will be used in your API URL, for example: https://dev.azure.com/OrganizationName/
  • Username: The username for the Vivantio user account in Azure DevOps
  • Password: The Personal Access Token for the Vivantio user account in Azure DevOps. For details on creating a Personal Access Token, see the Microsoft Documentation here.

DevOps CredentialsThe bottom of the screen will update to show a couple of different URLs: the Work Item Alert URL and the Service Hook URL. You will use the Service Hook URL to set up Azure DevOps to send information back into Vivantio.

work item alerts

Step 2:

Select IP Range in the top left corner of the screen and configure the IP Range for Vivantio to accept requests from.

Azure DevOps Credentials

Step 3:

Configure your ticket to Work Item Mapping settings. This allows you to control which types of Vivantio Tickets can be mapped to which types of Azure DevOps Work Items so that the correct type of information can be transferred to the correct type of records. Any number of necessary ticket-to-work item mappings can be configured.

Navigate to the Ticket to Work Item Mapping tab and select Add.

On the Basic Details tab, give the mapping a name and fill in the following information:

  • Project Collection: The Project in Azure DevOps (If you’re using the hosted version of Azure DevOps, there will normally only be one option available here)
  • Project: The Project in Azure DevOps
  • Work Item Type: The Work Item Type in Azure DevOps
  • Ticket Type: The type of ticket within Vivantio that you want to create the Work Item from

basic details tab

Step 4:

Navigate to the Sync Options tab. Here you can configure the settings relating to the sync of data from Vivantio to Azure DevOps. (Note that this option does not force Azure DevOps to update Vivantio–that is configured within Azure DevOps itself). You have the option to fill in the following fields:

  • Link Work Item to Ticket: Checking this box will create a link to the Vivantio ticket from within the Azure DevOps ticket
  • Action Sync: Selecting “All” or “Non Private” will automatically sync all (or only non-private) actions made in Vivantio to the “Discussion” section within the Work Item in Azure DevOps
  • Attachment Sync: Selecting “All” or “Non Private” will automatically sync all (or only non-private) attachments added in the Vivantio ticket to the “Attachments” section within the Work Item in Azure DevOps

sync options

Step 5:

Select the Field Mappings tab and configure any additional field mappings. As standard, Vivantio will populate the Work Item Title and Description. If you want to add additional mappings, e.g., for custom fields, you can do so here. You can also choose to override the default mappings for Title and Description.

In the example below, we chose to map several custom fields from Vivantio to Azure DevOps.

field mappings

After choosing the appropriate options, hit Save, and you’re ready to start creating Azure DevOps Work Items directly from Vivantio.

 

CREATING A NEW WORK ITEM FROM VIVANTIO

When viewing a Ticket in Vivantio, under the Actions menu item, you’ll see the option to “Create New TSF Work Item.”

 

create work item

Selecting Create New TFS Work Item will open a pop-up window where you can select the Work Item Type. Any mappings created for the ticket type, using steps 3 through 5, will appear as options.create work item pop upSelecting OK will cause a TFSForm to appear in the Vivantio Ticket Window and a Work Item to be created in Azure DevOps.

DevOps form in ticket windowThe TFS form provides a direct link to the Work Item in Azure DevOps and provides the technician with the options to unlink the Vivantio ticket from the DevOps Work Item and to send ad-hoc comments and attachments to DevOps, which can be useful if you didn’t choose to automatically sync actions.

Clicking on the link to the Work Item in DevOps, we can see that the Work Item was created and the mapped fields were passed from the Vivantio Ticket to the Work Item.

DevOps ticket example

 

CONFIGURATION IN AZURE DEVOPS

Getting Information Back From Azure DevOps

Configurations can be made in Azure DevOps to automatically send information from DevOps into Vivantio. This is done using the Service Hook that was create in Step 1.

Step 6:

To configure the Service Hook in Azure DevOps, navigate to Service Hooks within Project Settings in Azure DevOps (Microsoft’s documentation on Service Hooks can be found here). On the first page of the Create Service Hook wizard, you’ll choose the Webhooks option and select Next:

new service hooks subscription

On the next page of the wizard, you’ll choose the type of event the Service Hook triggers on. Vivantio currently supports “Work Item Commented On” and “Work Item Updated.” Enter any filters you want for the area or work item type.

new service hooks triggerSelect and configure the action to perform with the service hook. Under URL,” paste your service hook from Step 1. Scroll to the bottom of the page and select [Latest]for Resource Version.

service hook subscription actionNow when we comment on Work Items in Azure DevOps...

comment in devops

...the comment is automatically added to the linked Ticket’s history in Vivantio:

comment in vivantio from devopsAdditional configurations can be made in Azure DevOps using Webhooks to automatically update fields in Vivantio based on updates in Azure DevOps.

If you’re using Vivantio and Azure DevOps and you don’t have them integrated yet, give it a try and see how it helps improve communications between your service desk and your development team.

Topics: Service Management Vivantio Customer Center System Integration Methods Types of Service Integrations API Integration Tools
2 min read

Vivantio Named High Performer in G2 Winter 2020 Report

By Staff Writer on 3/17/20 9:00 AM

G2 CROWD RECOGNIZES VIVANTIO AS HIGH PERFORMER

Vivantio, an industry-leading IT service management software solution that empowers companies to achieve unparalleled service excellence, was recognized as a Higher Performer in G2 Crowd’s 2020 Winter Report. G2 Crowd is a product review platform where verified users review, rank and share experiences and feedback on various services and software products.

As a top performer on G2 Crowd, Vivantio ranks highly in customer satisfaction and averages 4.1 out of 5 stars, with customers rating Vivantio most highly for ease-of-use, quality of support and ease of set-up. Vivantio centralizes service management operations within companies and enables users to reduce operational costs, improve response times, meet performance objectives and maintain customer service excellence.


"The application is logical and efficient, promoting effective use. We are often surprised by additional features that provide well though-out functionality. The workflow functionality was significantly better than we expected. It adds a lot of value!”

– G2 Crowd Reviewer, Executive Sponsor in Cosmetics; A Mid-Market Company


Vivantio’s success over the past 17 years is due to its focus on creating a platform that consistently provides best value with flexible licensing, prioritizes customer satisfaction and support, and is a feature-rich, configurable platform that can be customized to business needs.

To see how Vivantio can help your company achieve service excellence, book a demo today.

Abi is giving a demonstration on the features of Vivantio

About Vivantio

In 2003, inspired by the desire to empower customers to solve complex problems with simple solutions, we created and deployed the world’s very first SaaS service management platform. Today, Vivantio’s multi-tenant platform is reliable, customizable, secure and trusted by leading service teams across the globe.

About G2 Crowd

G2 is the world’s largest tech marketplace where businesses can discover, review and manage the technology they need to reach their potential. Rankings are based on how likely users are to recommend the product to others, how satisfied they are and the popularity of the platform.

Topics: Service Desk Software News & Awards ITSM Vivantio Customer Service ITSM Solution ITSM Tools
4 min read

One IT Service Management Software Tool for Multiple Departments

By Staff Writer on 1/16/20 9:00 AM

One ITSM Software Tool, Many Departments

During conversations with our customers, we discovered that various service teams outside of the IT department are using our ITSM software, thanks to its scalability and flexibility. Why? Because they are focused on a common goal: using one tool to streamline their business processes. After all, using one IT service management tool can reduce operational costs, help you meet performance goals and maintain customer service excellence.

a-centralized-hub-hero-image-5-1200x300

Flexible. Scalable.

Sharing one software tool across different service teams for business processes that require action from multiple departments allows everyone to work toward a common goal while keeping sensitive information secure.

Consider the process of onboarding a new employee.

Between submitting the job requisition form and preparing the new hire’s work environment, at least three different departments are accountable for moving this process forward successfully: Human Resources, Facilities and IT.

If you’ve been on the side of hiring before, you probably know how much time and how many resources it takes to not only find the right person for the job, but to also prepare them for the first day on-the-job training.

Here’s the good news: using ITSM software, such as Vivantio, that new hire checklist can be streamlined and automated, and, as a result, your new employee (i.e., your internal customer) will be happy from day one.

Screenshot of workflow sample


  • Bring All Your Service Operations Under One Roof
  • Streamline Interdepartmental Workflow and Communication
  • Meet the Unique Demands of All Your Service Teams

Using employee onboarding as the example, let’s take a closer look at the steps each department can tackle using one ITSM software tool while keeping each department’s data secure.

Human Resources

  • Streamline the onboarding process by reducing paperwork, receiving status alerts on important contract updates and monitoring the overall progress of onboarding
  • Eliminate redundant data such as salary, contact, and personal information by integrating your ITSM platform with your current data tools and by using dashboards and reports accessible among your HR team
  • Use self-service portals to automate e-signing new hire documents and eliminate back-and-forth requests between the department and new hire
  • Improve interdepartmental communication and coordinate timelines via trigger rules and workflows for new hire training

office-settingwith a diverse group of coworkers collaborating


Facilities

  • Send notifications alerting IT support staff to configure a new hire’s laptop
  • With automation, reduce the amount of time it takes to get approvals so the new hire can get up and running faster
  • Trigger multi-departmental events like setting up access to important business tools and company intranet for the new hire
  • Track and manage the process of setting up the new hire’s workspace, ranging from hardware installation to moving desk furniture

two laptops and coworkers reviewing documents


Technical Support

  • Asset management helps teams manage the new hire’s assets like computers and software with efficiency and accuracy
  • With integration capabilities, IT can seamlessly integrate a new employee’s technology into the company’s network
  • Manage and track the status of employee’s email account creation and necessary software installations
  • Enable new employees to find the IT information they need in a searchable online knowledge base

two male coworkers discussing technology support options over their laptops


Conclusion

These examples from our customers aren’t the only way you can maximize the use of ITSM platforms. Overall, service management software can reduce operational costs, streamline processes and allows you to maintain customer service excellence across the entire organization. When you’re ready to jump on the ITSM platform bandwagon, make sure you consider the type of service desk you plan to operate and take a holistic approach to serving the needs of multiple departments, ensuring your business is running as efficiently as possible. Your customers will thank you for it.

Topics: Service Management ITIL ITSM Reporting ITSM Vivantio
3 min read

The Differences Between Help Desk and Service Desk and Why it Matters

By Staff Writer on 10/30/19 9:00 AM

HELP DESK VS. SERVICE DESK

The debate on the definition of a service desk versus a help desk has been ongoing, and companies find themselves asking questions around IT desk nomenclature, strategies and scalability. Although determining the difference between terms “help desk” and “service desk” seems like a crucial first step, what might be even more important is considering the type of service desk you want to be.

graphic with itsm at top service desk in the middle and help desk at the bottom

Before we explain why this is important, let’s clear up some of the confusion surrounding the terms “help desk” and “service desk.” In short, think of the service desk as an ecosystem and the help desk as a piece of that ecosystem (a square is a rhombus, right?). A help desk may consist of a smaller team with a primary objective to resolve specific incidents (a broken printer, for example), software and hardware glitches, and ticket management–all of which service desks do, too. Help desks are point solutions and typically reactive.

A service desk, however, is more business-centric and built on core ITIL principles and the five stages of the service lifecycle, which are:

  1. Service Strategy: design, develop, and implement strategy and business goals of ITSM
  2. Service Design: create design and develop processes that support service strategies
  3. Service Transition: transition services from development to operation
  4. Service Operation: review and deliver services
  5. Continual Service Improvement: review, assess and improve strategies to provide better service

This means service desks often tackle strategic business needs, provide service request solutions and a knowledge base to end users, and oversee incident and change management and IT processes and functions.

Some features commonly found within a Help Desk software typically include:

  • Ticket Routing and Management
  • Limited Automation
  • Asset Management

Some features commonly found within a Service Desk software typically include:

  • Change and Release Management
  • Self-Service Portals
  • Knowledge Base


WHY IT MATTERS

The reason it’s important to determine the kind of service desk you want to be is because you should invest in a system you can grow into, not out of.

Some smaller companies implement a help desk SaaS solution that focuses only on being IT-centric instead of IT service-centric, which may be all they need.

But other companies often outgrow the platform’s limitations and soon after look to upgrade, which can be time-consuming, expensive and require additional resources and training than originally planned for. And, given that service management solutions aren’t just for IT departments anymore, the need to expand your ITSM solution is common.


THE (IT) SOLUTION

To avoid outgrowing your software solution, consider the capabilities of the platform from the start. Does it offer typical help desk features as well as service desk management, such as a self-service portal, a knowledge base and automation? Does it follow ITIL processes? Be diligent in your research of your future service platform to ensure it–and your business–can succeed.

Topics: Service Desk Software Service Management ITIL ITSM Vivantio ITSM Solution ITSM Tools
7 min read

How to Integrate Vivantio with Microsoft Teams

By Melissa Faletra on 8/21/19 9:00 AM

INTRODUCTION

In every company, it is crucial to have effective, efficient communication, such as the ability to alert your team about new urgent issues, or let a customer know you’ve responded. Thanks to API integration and webhooks, Vivantio makes sending messages to applications such as Microsoft Teams from your department easy. If your organisation uses Slack instead, you can find a tutorial on sending out communication from Slack here.

This tutorial will show you how to configure this in Microsoft Teams and provides two examples of using notifications in the Vivantio platform.

To connect Vivantio to Microsoft Teams, you’ll need:

  1. Vivantio ITSM
  2. Admin access to your Vivantio Instance
  3. Permissions in MS Teams to create, update and remove connectors for the Team you wish to post to

 

CONFIGURATION IN MS TEAMS

Step 1:

Begin by logging into Microsoft Teams (MS Teams). You will then go to:

Your teams » Click on the channel within MS Teams you want to send notifications to » More options » Connectors

MS Teams Vivantio connectors detail

Step 2:

If it’s not already installed for the selected MS Teams group, add and install Incoming Webhook. Otherwise, configure Incoming Webhook.

configure webhook 1 detail

Step 3:

Enter a name for your webhook (this will be the username associated with messages sent into MS Teams), upload a custom image if desired, and select Create.

Connectors 1 detail

Step 4:

Next, copy the URL that is created, circled in red below. This will later be used to set up the webhook in Vivantio.

Copy URL 1 detail

 

CONFIGURATION IN VIVANTIO

Step 5:

Log into Vivantio, open the Admin Area. Navigate to:

Integration & API » Webhooks » Add Webhooks

Then select the ticket type you want the webhook to be available for.

add webhook 2 detail

Step 6:

Enter a name for your webhook.

Step 7:

Next, navigate to the Basic Details tab and enter the following information:

  • Request URL: Paste here the URL produced when you configured the incoming webhook in MS Teams.
  • HTTP Method: POST
  • Response Content Type: text/html

Step 8:

This next step, filling out the parameters tab, is optional. Set up parameters for the webhook by selecting Add. These are either values the technician will be prompted to complete, or populated automatically from the ticket. In this example, we have created a multi-line text field for a technician to enter the message that they wish to send into MS Teams.

Parameters tab

Step 9:

Now, fill out the Request Body tab.

For the Request Content Type field, select application/json. The Body Template will contain the information you wish to send in MS Teams notification, such as specific text, details from the ticket or a webhook parameter. Screenshots from the Request Body of two example webhooks are given below.

Example 1:

A notification message sent into Teams that utilizes the webhook Parameter we created in the previous step.

request body detail

{"text": ""}

Example 2:

A notification sent into Teams that includes details from the ticket. In this case, we use fields from the ticket. The “\n\n” signifies a line break. Note that Steps 1 through 8 were followed to create another webhook “Teams – High Priority Ticket.” Once the Request Body is filled in, click save.

Microsoft Teams request body high Priority

{"Title": "High Priority Ticket Logged",
"text": "Ticket Details: \n\n ID: {{ticket.displayid}} \n\n Subject: {{ticket.title}}
\n\n Caller Name: {{ticket.callername}}"}

Step 10:

The last step before we can use our new webhook is to configure its roles. By default, there will be no roles assigned to the webhook. To update the roles, select the webhook and click Roles. Drag the roles you want the webhook available for into Current Roles.

roles 1 details

Now let’s put the webhooks we set up into action!

You can use your webhook to send ad hoc notifications into MS Teams directly from a ticket window or you can execute your webhook through Trigger Rules. Two examples are given below:

Example 3:

An ad hoc message sent into MS Teams from a Vivantio ticket window

Actions » MS Teams Notification

notification from ticket window

The technician is prompted to fill in the “Notification to Teams” parameter we set up in the webhook. Recall that this webhook was configured so that the text entered here will be sent into MS Teams.

screenshot of notification message

Press OK and voila! This message is sent into MS Teams.

screenshot of notification message from vivantio 2

Example 4:

Sending a notification to an IT team’s channel in MS Teams any time a high priority ticket is logged.

In this case, you can set up a trigger rule to automatically execute the webhook when a high priority ticket is logged. Go to:

Admin area » System Areas » Select the ticket type you created the Webhook for
» Business Rules » Trigger Rules

To add a trigger rule, click Add, then:

• Enter a Rule Name and select when the condition is to be executed, either when the ticket first meets the condition (for example, if you just want people to know the ticket was created) or when the matching ticket is updated (if you want everyone to see all updates to the ticket).

• Enter the condition(s) for the trigger. In this example, the trigger rule condition is for tickets with the priority name equal to “high.”

screenshot of trigger rule set up

For the trigger rule “Actions” select

Webhooks » Webhook you want to fire; in this case, we chose

Teams – High Priority Ticket » Save

screenshot of trigger rule action

Once the trigger rule is set up, the “Teams – High Priority Ticket Webhook” will automatically send a notification with ticket details into MS Teams any time a “High Priority” ticket is logged.

screenshot of high priority notification in MS teams

 

CONCLUSION

There you have it! Now you can easily communicate to any team in MS Teams directly from Vivantio.

Topics: Vivantio Customer Center Types of Service Integrations API Integration Tools WebMethods Microsoft Teams Integration

Video: Vivantio Empowers Teams To Provide Focused Customer Service

By Staff Writer on 7/26/19 9:00 AM

 


At Vivantio, we develop, deliver and support service management software focused on improving your teams’ customer support levels because we believe that providing excellent customer service is the core of any organization, including ours.

We took some time during the Service Desk and IT Support Conference in London to explain how Vivantio’s unique business model unlocks the very best customer service possible.

Topics: Service Management Vivantio Customer Service Video
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

WHAT EVERYONE’S TALKING ABOUT

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.

 

SELECTING THE BEST ITSM TOOL

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

 

STAYING AHEAD OF THE CURVE

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…

 

STREAMLINING THE PROCESS

…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?”

 

OUR SOLUTION

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
3 min read

How Vivantio’s Visual Workflow Tool Automates Service Processes

By Staff Writer on 5/11/18 9:00 AM

BETTER AUTOMATION TOOLS FOR ALL.

At Vivantio, we constantly interact with teams who have mature service strategies but are searching for better ways to notify stakeholders of their incoming tasks, automate standard processes and define KPIs to adequately benchmark team performance.

To combat common process slowdowns, we have designed the Vivantio visual workflow process tool to streamline tasks and approvals for your standard workflow processes. Let’s discuss how the tool functions and then offer a few examples of applicable processes.

WHAT IS THE VISUAL WORKFLOW TOOL?

Vivantio’s Visual Workflow Tool is a flowchart builder that contains conditional statements to determine the order that tasks are assigned to decision-makers in your workflow process. Your processes can adapt based on previous actions. Therefore, our tool is designed to enforce different workflows depending on task decisions. An example of a conditional workflow includes a product return process that triggers separate tasks depending on the return reason.

Let’s look at how the Visual Workflow Tool address various company operation workflows.

 

EMPLOYEE ONBOARDING WORKFLOW

A disorganized and incomplete employee onboarding workflow can put an organization at risk for non-compliance or improper preparation. As with all workflows, the on-boarding process requires input between different stakeholders, requiring seamless transitions between each workflow stage.

Vivantio’s Visual Workflow Tool ensures that notifications, approvals and forms are displayed at the correct time and filled out by the proper person, so time-consuming processes such as manual emails, phone calls, and document tracking are completely automated.

Conditional task assignment in onboarding workflows may be used to eliminate unnecessary steps if an employee is a re-hire versus a new hire. If the individual is a new hire, the workflow may assign a task to them to fill out an I9 form and HR may initiate a background check based on the information filled out by the new hire. A re-hire instead may bypass this process entirely and automatically assign a task to the hiring manager to send an offer letter and schedule the starting date. Accepting the offer letter may then trigger additional processes such as assigning tasks to IT for hardware and software allocation.

 

CHANGE MANAGEMENT WORKFLOW

A successful change management workflow requires capturing details on the affected systems, measuring the risks involved, and managing approvals throughout the process.

The challenge with managing changes is efficiently planning, testing, implementing and then analyzing your KPIs to determine if the change was successful. These processes must occur without impeding normal business operations, hence the benefit of automatic approvals and conditional triggers. Triggering separate workflow processes depending on whether a change is pre-approved, normal or an emergency can help place focus on changes that have a larger impact on the organization.

Pre-approved processes, such as a planned asset upgrade, may trigger a single change manager approval. This prevents operational slow down with a lengthy review process. Scheduled reporting on KPIs associated with the change can be delivered to the change manager to determine if the change is successful.

 

CAPITAL EXPENDITURE WORKFLOW

Teams with improper evaluation and tracking protocols to process capital expenditure requests are open to budget risks. With Vivantio’s Visual Workflow Tool, you can create appropriate workflows to ensure the correct departments have input on reviewing and processing these requests.

An example process involves an IT employee filling out a form online to request funding for a new help desk solution. An approval notification is then sent to the requester’s manager, which, when approved, sends a secondary approval request to the CFO if the project exceeds a defined price threshold. After the CFO approves the purchase, the project details are delivered to the purchasing department to place an order. The contract may then be managed within your assets database for automated notifications when nearing license renewal.

 

REPORTING WORKFLOW

While streamlining workflows can rapidly improve a team’s output and success, a powerful reporting tool is essential for tracking service trends for continual improvements. Task completion time is tracked in Vivantio, which provides a useful metric in determining your bottlenecks.

Identifying your service pain points is the first stage in reallocating resources for improved service. Large organizations often track important dates within Vivantio, so scheduled reports can be sent to inform managers of start/finish and deliverable dates for changes and projects.

 

CONCLUSION

We hope you found this article useful in getting your workflows off the ground in our Visual Workflow Tool. Vivantio’s in-house implementation and support teams consist of ITIL-trained professionals who both have extensive knowledge with optimizing workflows and using the Vivantio platform to leverage the workflow tool to automate your processes. If you need more personal help with a specific workflow, please don’t hesitate to get in touch with us directly.

Topics: Service Management Vivantio Customer Center Automation
1 min read

Application Lifecycle Management in Vivantio

By Andrew Stevens on 9/26/17 9:00 AM

CAN VIVANTIO BE USED AS AN ALM TOOL?

The answer is yes. Vivantio is flexible enough to be configured to model your development processes, whether you’re using Agile, Scrum, Waterfall, Spiral, or some combination of these. The combination of multiple ticket areas, workflow, asset, and knowledge management gives you almost everything you need.

 

WHAT CAN’T VIVANTIO DO?

There’s still a couple of things Vivantio can’t do. Some examples are:

  • Source control
  • Software development

 

SHOULD I USE VIVANTIO FOR ALM?

Probably not, at least not just Vivantio. Using it with a combination of tools like Team Foundation Server would be a more optimal solution.

That being said, there is definitely a place for Vivantio in your ALM activities. It is very unlikely your developers will want to share their ALM software suite with the support team. However, there is a good chance that Vivantio can help a support team supplement their development team’s efforts.

Topics: Service Management Vivantio Customer Center Lifecycle Management
2 min read

How to Use the Vivantio Report Catalog

By Andrew Stevens on 7/27/17 9:00 AM

WHAT IS THE REPORT CATALOG?

All Vivantio customers receive the same standard out-of-the-box reports when they start out with Vivantio. However, every customer has different requirements for reporting in Vivantio, and the out-of-the-box reports are meant as a starting point, only. During your implementation, your Implementation Consultant will work with you to assess your reporting requirements and either build reports for you or empower you to build your own reports using the Vivantio Report Builder.

During the nearly 15 years our implementation team have been going through that process, we’ve seen many different reporting requirements from a lot of different customers. Some are pretty unique. Others have made us think: “Wow, we need to make this available to everyone!” While we don’t want to fill up every customer system with hundreds of reports that aren’t relevant, we did want to find a way to share these reports with all our customers.

Hence the introduction of the Vivantio Report Catalog: a “marketplace” of Reports that you can browse through. If you find a report you like, you can import it into your Vivantio instance, where you can then customize it using the Vivantio Report Builder.

 

HOW DO I USE THE REPORT CATALOG?

Once the Report Catalog is enabled in your system, you need to choose which Roles have access to it. This is done under:

Admin » Reporting » Reports » Access Control

On that screen, when editing a Role, you can grant the Role the “View Report Catalog” permission. Having enabled that for a Role, when a member of that Role is logged in, they will see the Report Catalog link under the Reports section of the left menu. Clicking that link will open the Report Catalog in a new window, allowing you to browse the selection of available reports, preview them, and then import them into your Vivantio instance. After importing a report, it’s available within Vivantio (and the Vivantio Report Builder) like any other report. So, you can customize it, add branding, change the data, whatever you need!

 

CAN I PUT MY REPORTS INTO THE REPORT CATALOG FOR OTHER VIVANTIO CUSTOMERS TO SEE?

We won’t be making this available by default. If you have a report that you’re particularly proud of or think other customers would find useful, please contact our support team and let them know. We will then review and contact you with a time to chat and see if we can include it.

Topics: Vivantio Customer Center Report Catalog Report Catalogue