Vivantio
Vivantio Limited
"Service Management That Turns Chaos Into Control"
Vivantio is a cloud-based IT service management and customer service platform that helps growing teams move beyond basic ticketing into scalable, ITIL-aligned service operations. With configurable workflows, omnichannel support, self-service portals, and powerful automation, it centralizes requests across IT, operations, and customer-facing teams to improve resolution times and customer satisfaction.
Overview
Pricing Plans
Pricing Model: Subscription, per user (agent) licensing with both named and concurrent options; per-month pricing billed annually, with volume-based discounts.
What's Included
- Full access to the unified Vivantio Platform including ITIL-aligned incident, problem, change, and service request management.
- Configurable workflows, business rules, and automation for routing, escalation, and approvals.
- Omnichannel ticketing across email, Office 365, web portals, and additional channels (e.g., WhatsApp, SMS) via integrations.
- Knowledge management and branded self-service portals for internal and external users.
- Asset and CMDB capabilities with optional asset discovery and ITAM integrations.
- Dashboards, analytics, and reporting for SLA tracking and service performance.
What's Included
- All Vivantio Platform capabilities included (same features as named licenses).
- Cost optimization for organizations with many occasional or part-time agents through concurrent access.
- Supports multi-department deployments (IT, operations, HR, facilities, customer service) on a single platform.
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Key Features
Manages the full lifecycle of incidents, problems, change requests, and service requests with configurable ticket types, SLAs, and workflows to keep issues on track and visible across teams.
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Consolidates requests from email, Office 365, web forms, and branded self-service portals so customers and employees can raise and track tickets from any device while reducing call volume.
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Provides no-code workflows, routing rules, escalations, business rules, and AI-assisted capabilities to auto-classify, prioritize, and respond to tickets, boosting efficiency and consistency.
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Centralizes internal and external knowledge articles and exposes them via searchable portals and service catalogs so users can self-resolve issues and request standard services without agent intervention.
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Delivers configurable dashboards and reports to monitor SLA compliance, ticket volumes, agent performance, and service trends, enabling continuous improvement based on real-time data.
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Connects Vivantio to CRM, identity, DevOps, monitoring, and analytics tools via prebuilt connectors, FLEXBridge integration framework, and an API-first architecture to create a unified service platform.
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Supports multiple departments, queues, and resolver teams with role-based access, task assignment, and cross-team workflows so IT, operations, and customer-facing groups can collaborate on shared tickets.
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What Makes It Stand Out
- 1
Unified ITSM/CSM/ESM platform that can support internal IT, operations, and external customer service on a single, configurable system rather than separate tools.
- 2
Flexible licensing with both named and concurrent agents plus volume-based discounts, enabling cost-effective rollouts to large, multi-site organizations.
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Deep configurability with no-code workflows and ITIL 4–aligned processes, allowing organizations to tailor the platform without heavy custom development.
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Extensive integration capabilities, including FLEXBridge connectors and an API-first architecture that link Vivantio with CRM, identity, DevOps, monitoring, and BI tools for a 360-degree customer view.
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Strong security posture with SOC 2 compliance, encrypted backups, HTTPS-only access, and hosting in ISO 27001–certified data centers via Rackspace.
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Independent recognition from PCMag (Editors’ Choice) and top rankings on G2 for Implementation and Results, highlighting value, configurability, and ROI.
API Access Available
Boston, Massachusetts, United States
11–50 employees
Offices in the US (Boston, San Diego) and UK (Weston-super-Mare/Bristol area) with customers across North America and Europe and SaaS hosting in globally distributed data centers.
- PCMag Editors’ Choice for IT Service Desk / ITSM solution.
- G2 High Performer and Momentum Leader in multiple Service Desk categories.
- G2 badges for Best Results, Most Implementable, and Users Most Likely to Recommend in Enterprise Implementation Index for Service Desk (Summer 2024).