Vivantio
Help desk software
Customer self-service software
Customer service automation software
HR case management software
HR service delivery software
IT asset management software
IT service management tools
Service desk software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$49 per agent per month
Free Trial
Free version unavailable
Small
Medium
Large
- Public sector and nonprofit organizations
- Construction
- Professional services (engineering, legal, consulting, etc.)
What is Vivantio
Vivantio is a service management platform used to manage IT and business service requests through ticketing, workflows, and a self-service portal. It supports IT service management and service desk use cases such as incident, request, problem, and change handling, and it can also be configured for HR and other internal case management processes. The product emphasizes configurable processes, automation rules, and integrations to connect service operations with other business systems. It is typically used by IT service teams, shared services groups, and managed service providers that need structured service delivery.
Configurable workflows and forms
Vivantio provides configurable ticket types, forms, fields, and workflow steps to match different service processes across IT and business teams. This flexibility supports multiple departments (for example, IT and HR) without requiring separate tools. Configuration-driven design can reduce reliance on custom code for common process changes. It also helps standardize intake and routing across service lines.
Automation and SLA controls
The platform includes automation for assignment, notifications, escalations, and status transitions based on rules and conditions. SLA policies and timers help teams track response and resolution commitments and manage exceptions. These capabilities support consistent service delivery and operational reporting. They are particularly useful for teams handling high ticket volumes or multiple queues.
Self-service and knowledge support
Vivantio includes a self-service portal for request submission and status tracking, which can reduce inbound email and phone traffic. Knowledge content can be surfaced to encourage deflection and more consistent answers. Portal-based intake also improves data quality by enforcing required fields and categorization. This aligns with organizations that want to formalize service request channels.
ITAM depth may be limited
While Vivantio supports service management and can track assets in relation to tickets, dedicated IT asset management capabilities may be less comprehensive than specialized ITAM suites. Organizations needing advanced discovery, software license optimization, or complex lifecycle governance may require additional tooling. Asset data quality can depend on integrations and process discipline. This can increase implementation effort for mature asset programs.
Reporting can require setup
Service reporting and dashboards often depend on correct categorization, workflow design, and consistent agent usage. Teams may need time to define metrics, build views, and align data fields to reporting needs. If processes change frequently, reports may require ongoing maintenance. This can be a constraint for organizations expecting extensive out-of-the-box analytics.
Integration effort varies by stack
Vivantio integrates with common business systems, but the effort to connect to a specific environment can vary based on APIs, authentication methods, and data models. Some integrations may require middleware or custom development to meet governance and synchronization requirements. This can affect time-to-value for organizations with complex toolchains. Integration testing and change management can add ongoing overhead.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Vivantio Platform (single product; all features included) | $49–$99 per agent/month (billed annually) | Every Vivantio feature included; flexible pricing & volume discounts; 600+ integrations + API; HIPAA / SOC2 / ISO27001 / Cyber Essentials compliance; choice of data centers; dedicated onboarding; US & UK technical support; dedicated customer success manager. |
