Vivantio increases functionality with new version of Vivantio Service Desk
Vivantio introduces additional service desk automation tools for simple management of call escalation
Europe, Australia and North America (January 21, 2008) –
Vivantio, the leading service desk software provider, has released the latest version of its highly successful Vivantio Service Desk software. The latest version 2.3 includes many new innovations and also incorporates suggestions and ideas from existing Vivantio Service Desk users.
Version 2.3 features new automation tools to assist users with the management of call escalations and compliance with service level agreements (SLAs). Using a powerful escalation rule ‘wizard’, users can define time-based or SLA-based rules which then are applied to live calls or incidents on the Vivantio Service Desk system. When the rules are activated, users can easily see which incidents are outside of specific time and SLA rules and take corrective action. Email alerts can be established so that managers and team leaders are aware of the ongoing situation.
In response to user requests, version 2.3 also uses Co-ordinated Universal Time (UTC) time stamps when recording any events or actions on the Vivantio Service Desk system. Using UTC enables users to see dates and times in their local time. The software also allows for 24 hour working patterns.
For service desk staff who are typically out of the office helping customers but still need to be connected to the service desk system, Vivantio Service Desk version 2.3 is also available for personal digital assistants (PDAs) or mobile PCs that use Microsoft Windows Mobile 5 or above. Staff can view, search or close incidents and also add or update actions via a PDA.
All of these improvements are incorporated into Vivantio Service Desk, a single, complete package which includes all of the core tools required to run a successful service desk, instead of having to purchase separate elements. Each of these tools enables the user to input, view, assess, escalate and manage the current issues on the service desk system.
With 70 per cent of Vivantio Service Desk users choosing the Software as a Service (SaaS) option, Vivantio has also introduced additional capacity at a second data centre to build further on the current 99.85% availability for SaaS customers.
All Vivantio Service Desk SaaS customers have already been automatically upgraded to Version 2.3; all on-site customers are being contacted and offered a free upgrade as part of their support and maintenance package.
Russell Wiltshire, director, Vivantio commented:
“Version 2.3 introduces some powerful new tools such as call escalation management which we know is of interest to service desk users as we have had direct feedback from our user base. Also, to be able to use Vivantio Service Desk on a PDA opens up our software to a new base of mobile users. We are also pleased to continue to strengthen our service for SaaS users with further data centre support.”
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About Vivantio Ltd
Vivantio is a specialist service desk software and Software as a Service provider. Vivantio provides an easy-to-deploy and use suite of service desk tools which are designed for their simplicity, whilst offering the functionality that service desk teams need to increase productivity through the automation of processes and the enabling of customer self-service. For more information please visit www.vivantio.com
For all UK media enquiries for Vivantio please contact
Russell Wiltshire
Tel: +44 (0) 1934 424 840
Email: enquiries@vivantio.com
Source: Vivantio