Vivantio

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Your Service Management System for Internal and External Support

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SoftwareWorld Editorial Review

Why SoftwareWorld Chooses Vivantio

"Service teams that handle a high volume of support requests often find Vivantio a practical fit. It helps organize tickets, manage workflows, and keep track of customer issues without things falling through the cracks. Service management teams tend to appreciate how it brings structure to daily operations. That said, smaller businesses or startups with basic support needs may find the platform more than they require, and the setup process could feel time-consuming for lean teams."
SoftwareWorld Review Team
SoftwareWorld Highly Recommended 2026
Decision Snapshot

Vivantio Evaluation Snapshot

Review the most important product facts, official access information, and SoftwareWorld’s page-level trust standards in one place.

User Rating5.0 / 5
Starting PriceContact Vendor
Free TrialNot specified
Free VersionNo
APINot specified
DeploymentCloud Hosted
HeadquartersUnited States
✎
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Product Overview

Vivantio Overview

Product description, media, company details, support, training, deployment, customer size, languages, and industries.

About Vivantio

Vivantio is an enterprise-grade IT service management (ITSM) and help desk platform that empowers service teams to deliver seamless support across complex environments. Built for midsize and large organizations, the platform centralizes ticketing, incident management, asset tracking, and automated workflows — giving IT and support operations the tools they need to resolve issues faster, improve service levels, and enhance customer experience. With a flexible architecture that supports hybrid IT, multi-department use, and strategic service processes, Vivantio helps teams structure, automate, and scale their support work without fragmenting communication across disparate systems.

What makes Vivantio stand out is its emphasis on configurability and maturity across help desk and service desk workflows. The platform includes robust SLAs, multi-channel support (email, phone, chat), customizable dashboards, and comprehensive reporting that help teams monitor performance, identify bottlenecks, and drive continuous improvement. With strong automation capabilities, Vivantio enables support teams to shift from reactive firefighting to proactive service delivery — reducing resolution times and increasing satisfaction for both internal users and external customers.

Key Highlights
  • Centralized ticketing and incident management
  • SLA tracking and escalation workflows
  • Asset and configuration management
  • Multi-channel support routing (email, phone, chat)
  • Automation rules and service orchestration
  • Real-time dashboards and reporting
Company Vivantio
Founded 2005
Headquarters United States
Employees 11-50

Support

24x7 Support Email Phone Chat Knowledge Base

Training

In-person Webinar Documentation

Licensing & Deployment

Proprietary Cloud Hosted Web-Based Windows Linux

Typical Customers

Large-Enterprise-Business
Languages Supported 1 language available
English
Industries Served 1 industry available
Information Technology & Services

Why Choose Vivantio

Problem it Solves

  • Problem it Solves Streamlining IT Service Management For Improved Efficiency And User Satisfaction

Target Users

  • Target Users IT Support Teams
  • Target Users Customer Service Managers
  • Target Users Help Desk Agents
  • Target Users Operations Managers
  • Target Users Service Desk Administrators

Core Use Case

  • Core Use Case Streamline Ticket Management
  • Core Use Case Automate Service Workflows
  • Core Use Case Enhance Customer Communication
  • Core Use Case Monitor Performance Metrics
  • Core Use Case Integrate With Third-party Tools

USP

  • USP Streamline Customer Service With Powerful And Flexible Software Solutions

Pros

  • Pros Flexible service management works well beyond just IT helpdesk teams
  • Pros Multi-tenant architecture suits managed service providers handling several clients
  • Pros SLA management tools actually enforce accountability across different service tiers
  • Pros Asset tracking ties directly into tickets without extra configuration steps
  • Pros Self-service portal reduces repetitive agent workload noticeably over time
  • Pros Reporting gives managers meaningful visibility without needing a data analyst
  • Pros Scales from small teams to enterprise without forcing a platform switch

Cons

  • Cons Workflow configuration demands significant time investment before delivering real value
  • Cons Reporting customization lags behind what analytics-focused teams typically expect
  • Cons Pricing structure scales steeply as team size and features grow
  • Cons Mobile experience feels noticeably limited compared to the full desktop platform
Editorial Buyer Guidance

Who Is Vivantio Best For?

Review the buyer problem, target users, practical use cases, and product differentiator identified by the SoftwareWorld review team.

Problem It Solves

Streamlining IT Service Management For Improved Efficiency And User Satisfaction

Target Users

  • IT Support Teams
  • Customer Service Managers
  • Help Desk Agents
  • Operations Managers
  • Service Desk Administrators

Core Use Cases

  • Streamline Ticket Management
  • Automate Service Workflows
  • Enhance Customer Communication
  • Monitor Performance Metrics
  • Integrate With Third-party Tools

Unique Selling Point

Streamline Customer Service With Powerful And Flexible Software Solutions

Strengths and Limitations

Vivantio Pros & Cons

Consider the practical advantages and limitations identified through SoftwareWorld's product assessment.

+

Pros

  • Flexible service management works well beyond just IT helpdesk teams
  • Multi-tenant architecture suits managed service providers handling several clients
  • SLA management tools actually enforce accountability across different service tiers
  • Asset tracking ties directly into tickets without extra configuration steps
  • Self-service portal reduces repetitive agent workload noticeably over time
  • Reporting gives managers meaningful visibility without needing a data analyst
  • Scales from small teams to enterprise without forcing a platform switch
!

Cons

  • Workflow configuration demands significant time investment before delivering real value
  • Reporting customization lags behind what analytics-focused teams typically expect
  • Pricing structure scales steeply as team size and features grow
  • Mobile experience feels noticeably limited compared to the full desktop platform
Category-Based Capabilities

Vivantio Features

Each category combines the selected software category, its category-specific description, and the features assigned to that category.

Knowledge Management Software 27 selected features Open category ↗ ⌄
Cataloging/Categorization Knowledge Base Management Single Sign On Communication Management SSL Security Text Editing Activity Tracking Social Media Integration Access Controls/Permissions Decision Support Document Management Collaboration Tools Drag & Drop Live Chat Surveys & Feedback Self Service Portal Alerts/Notifications Full Text Search Commenting/Notes Discussions/Forums Tagging Widgets Content Management Content Library Multi-Language Calendar Management Artificial Intelligence
Complaint Management Software 27 selected features Open category ↗ ⌄
Routing Multi-Channel Communication Case Management Issue Tracking Activity Dashboard Email Templates Prioritization Customer Service Analytics Forms Management Knowledge Base Management Access Controls/Permissions Feedback Management Chat/Messaging Real Time Notifications Customer Complaint Tracking Self Service Portal Social Media Integration Support Ticket Management Interaction Tracking Survey/Poll Management Email Management Alerts/Escalation Live Chat Collaboration Tools Canned Responses SLA Management Artificial Intelligence
Customer Service Software 26 selected features Open category ↗ ⌄
Performance Metrics Appointment Management Real Time Notifications Customer Segmentation Employee Management Queue Management Virtual Assistant Customer History Call Routing SMS Messaging Email Management Voice Mail Call Center Management Knowledge Base Management Multi-Channel Communication Live Chat Activity Tracking Self Service Portal Alerts/Escalation Auto-Responders Support Ticket Management Engagement Tracking Surveys & Feedback Social Media Integration Contact Management Artificial Intelligence
Help Desk Software 27 selected features Open category ↗ ⌄

Vivantio is a configurable ITSM help desk platform built on ITIL best practices for IT and support teams. It centralizes ticketing, incident management, SLAs, and asset tracking with automation and a self-service portal. With multi-channel support and predictive analytics, teams resolve issues faster across departments.

Automated Routing Call Center Management Real-Time Chat Performance Metrics Customer Database Self Service Portal SLA Management CRM Real Time Notifications Multi-Channel Communication Support Ticket Management Surveys & Feedback Document Storage Social Media Integration Alerts/Escalation Prioritization Workflow Configuration Ticket Management Reporting/Analytics Access Controls/Permissions IT Asset Management Email Management Customer History Interaction Tracking Knowledge Base Management Remote Access/Control Artificial Intelligence
ITSM Software 31 selected features Open category ↗ ⌄

Vivantio is a scalable IT service management platform that unifies incident, problem, change, and request workflows with service catalog and SLA management. With automation, configurable processes, and robust reporting, it helps IT teams improve operational efficiency, deliver consistent support, and maintain visibility across complex and distributed enterprise environments.

Service Catalog Alerts/Escalation Multi-Channel Communication Configuration Management Inventory Management Approval Process Control Contract/License Management Asset Tracking Prioritization Activity Tracking Change Management Knowledge Base Management Self Service Portal Incident Management Alerts/Notifications Chat/Messaging Project Management SLA Management Access Controls/Permissions Problem Management Availability Management Support Ticket Management Surveys & Feedback Help Desk Management Capacity Management Release Management Asset Lifecycle Management Task Management Audit Trail Remote Access & Monitoring Artificial Intelligence
IT Management Software 30 selected features Open category ↗ ⌄
Change Management SLA Management Activity Tracking Knowledge Management Dashboard Audit Management Self Service Portal Patch Management Capacity Management Configuration Management License Management Alerts/Notifications Inventory Management Compliance Management Remote Access/Control Server Monitoring Event Logs Task Management Incident Management SSL Security Audit Trail Access Controls/Permissions Ticket Management Maintenance Scheduling Chat/Messaging Issue Auditing IT Asset Tracking IT Risk Management Network Security Artificial Intelligence
Customer Engagement Software 22 selected features Open category ↗ ⌄
Churn Management Engagement Tracking Email Management Social Media Integration CRM Multi-Language Real Time Analytics Campaign Management Content Management Event Triggered Actions Feedback Management Multi-Channel Communication Customer Database Surveys & Feedback Customer Experience Management Communication Management Live Chat Customer Segmentation Visual Analytics Customer History Customer Portal Sentiment Analysis
Customer Satisfaction Software 24 selected features Open category ↗ ⌄
Trend Analysis Survey/Poll Management Data Visualization Reporting/Analytics Chat/Messaging CRM Feedback Management Customer Segmentation Customer Database SMS Messaging Visual Analytics Email Management Engagement Tracking Multi-Channel Communication Complaint Monitoring Customer Experience Management Sentiment Analysis Performance Metrics Social Media Integration Customer Journey Mapping NPS Survey CES Survey CSAT Survey Artificial Intelligence
Issue Tracking Software 28 selected features Open category ↗ ⌄
Issue Scheduling Customizable Reports Real Time Notifications Chat/Messaging Help Desk Management Assignment Management Task Management Collaboration Tools Role-Based Permissions Commenting/Notes Ticket Management Alerts/Notifications Projections Multi-Channel Communication Recurring Issues Issue Tracking Knowledge Base Management Email Management Support Ticket Tracking Monitoring Project Management Issue Auditing Prioritization Task Progress Tracking Self Service Portal Surveys & Feedback SLA Management Artificial Intelligence
CMDB Software 20 selected features Open category ↗ ⌄
Change Management Performance Monitoring Contract/License Management Device Auto Discovery API IT Asset Management Data Visualization Impact Management Service Level Agreement (SLA) Management License Management Relationship Mapping Inventory Management Configuration Management Compliance Management Knowledge Base Management Workflow Management Asset Lifecycle Management Prioritization IT Asset Tracking Artificial Intelligence
Contact Center Software 12 selected features Open category ↗ ⌄
Automated Routing Quality Management Queue Management IVR/Voice Recognition Computer Telephony Integration Collaboration Tools Agent Interface Chatbot Auto-Dialer Reporting/Analytics Workforce Management Artificial Intelligence
Customer Experience Software 17 selected features Open category ↗ ⌄
Surveys & Feedback Dashboard Data Visualization Text Analysis Reporting/Analytics Customer Segmentation Negative Feedback Management Engagement Tracking Real-Time Notifications Knowledge Management Customizable Templates Customizable Fields Survey/Poll Management Feedback Management Customizable Forms Multi-Channel Data Collection NPS Survey Structure
Customer Success Software 14 selected features Open category ↗ ⌄
Onboarding Collaboration Tools Health Score Account Alerts Account Management Reporting/Analytics Revenue Management Activity Dashboard Usage Tracking/Analytics Customer Engagement Activity Tracking Task Management NPS of Customers Artificial Intelligence
Incident Management Software 16 selected features Open category ↗ ⌄
Safety Incident Management Investigation Management On Call Scheduling Corrective and Preventive Actions (CAPA) Alerts/Notifications Disaster Recovery Task Management Workflow Management Incident Reporting Audit Trail OSHA Compliance Status Tracking Communications Management IT Incident Management Ticket Management Artificial Intelligence
IT Asset Management Software 16 selected features Open category ↗ ⌄
Contract/License Management Compliance Tracking Cost Tracking Procurement Management Supplier Management Configuration Management Asset Tracking Maintenance Management Reporting/Analytics Audit Management Inventory Management Change Management Requisition Management Support Ticket Management Barcode/Ticket Scanning Alerts/Notifications
IT Service Software 19 selected features Open category ↗ ⌄
Release Management Contract/License Management Knowledge Management Activity Dashboard Self Service Portal Workflow Management Service Catalog Third-Party Integrations Configuration Management Alerts/Notifications Inventory Management Change Management Problem Management Compliance Management Task Management Support Ticket Management Real-Time Monitoring Resource Allocation & Planning Service Request Management
Knowledge Base Software 16 selected features Open category ↗ ⌄
Full Text Search Self Service Portal SEO Management Customizable Branding Feedback Management Reporting/Analytics Rich Text Editor Cataloging/Categorization Multi-Language Customizable Templates Collaboration Tools User Management Drag & Drop Editor Mobile Interface WYSIWYG Editor Knowledge Management
Service Desk Software 19 selected features Open category ↗ ⌄
Change Management Incident Management Service Level Agreement (SLA) Management Reporting & Statistics IT Asset Management Remote Access/Control Procurement Management Self Service Portal Prioritization Real-Time Notifications Mobile Access Support Ticket Management CMDB Alerts/Notifications Knowledge Base Management Problem Management Customer Support Analytics Artificial Intelligence
Customer Support Software 12 selected features Open category ↗ ⌄
Queue Management Email Management Service Level Agreement (SLA) Management CRM Live Chat Knowledge Base Management Customer Database Reporting/Analytics Multi-Channel Communication Inventory Management Chatbot Artificial Intelligence
CRM Software 30 selected features Open category ↗ ⌄
Referral Tracking Mobile Access Lead Qualification Contact Database Sales Pipeline Management Territory Management Quotes/Estimates Customizable Fields Calendar/Reminder System Marketing Automation Task Management Interaction Tracking Social Media Integration Pipeline Management Lead Capture Forecasting Contact Management Email Management Lead Generation Workflow Management Activity Dashboard Internal Chat Integration Segmentation Alerts/Notifications Document Storage Lead Management Reporting/Analytics Data Import/Export AI/Machine Learning Artificial Intelligence
Connected Applications

Vivantio Integrations

Integration information is displayed only when approved integration products are available on the profile.

Showing 8 of 14 integrations
Pricing Information

Vivantio Pricing

Pricing type, currency, trial availability, payment frequency, destination links, and package-level starting prices.

Pricing Type Contact Vendor
Preferred Currency USD ($)
Free Trial NA
Free Version NA
Payment Frequency Annual Subscription
Pricing Page ↗ Request Demo ↗
Verified User Feedback

Vivantio Reviews

Approved reviews submitted through verified Google or LinkedIn reviewer accounts.

Write a Vivantio Review ↗
5.0
Based on 1 approved review
5 stars 100%
4 stars 0%
3 stars 0%
2 stars 0%
1 star 0%
Ben M
Ben M Team Lead

My Vivantio Review

The ability to monitor and manage tickets through incident reporting works very well. The alerts and management tools are useful, and the system is flexible enough to be customized for our needs.

Reviewed on September, 2023
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Frequently Asked Questions

Vivantio FAQs

Answers generated from approved profile information, selected options, packages, integrations, support, training, deployment, and devices.

Vivantio is an enterprise-grade IT service management (ITSM) and help desk platform that empowers service teams to deliver seamless support across complex environments. Built for midsize and large organizations, the platform centralizes ticketing, incident management, asset tracking, and automated workflows — giving IT and support operations the tools they need to resolve issues faster, improve service levels, and enhance customer experience. With a flexible architecture that supports hybrid IT, multi-department use, and strategic service processes, Vivantio helps teams structure, automate, and scale their support work without fragmenting communication across disparate systems.

What makes Vivantio stand out is its emphasis on configurability and maturity across help desk and service desk workflows. The platform includes robust SLAs, multi-channel support (email, phone, chat), customizable dashboards, and comprehensive reporting that help teams monitor performance, identify bottlenecks, and drive continuous improvement. With strong automation capabilities, Vivantio enables support teams to shift from reactive firefighting to proactive service delivery — reducing resolution times and increasing satisfaction for both internal users and external customers.

Key Highlights
  • Centralized ticketing and incident management
  • SLA tracking and escalation workflows
  • Asset and configuration management
  • Multi-channel support routing (email, phone, chat)
  • Automation rules and service orchestration
  • Real-time dashboards and reporting

  • No, Vivantio does not offer a free version.

  • No, Vivantio does not offer any free trial.

  • Vivantio supports the following payment frequencies:

    • Annual Subscription

  • No, Vivantio does not offer an API.

  • Vivantio can be integrated with the following applications:

    • Salesforce Sales Cloud , ServiceNow , Jira , Google Workspace , Slack , Zoom Meetings , AWS Cloud , Twilio , Microsoft Outlook , Okta , PagerDuty , Microsoft Teams , Zapier , Azure Active Directory External Identities

  • Vivantio offers support with the following options:
    • 24x7 Support , Email , Phone , Chat , Knowledge Base

  • Vivantio offers training with the following options:
    • In-person , Webinar , Documentation

  • Vivantio supports the following languages:
    • English

  • Following are the typical users of the Vivantio:
    • Large-Enterprise-Business

  • Vivantio supports the following deployment:
    • Cloud Hosted

  • Vivantio supports the following devices and operating systems:
    • Web-Based , Windows , Linux
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