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IT Service Management

Enterprise ITSM without the overhead

Full ITIL, CMDB, AI Assist and multi-department ESM. Delivered by a dedicated consultant in weeks, not months.

  • Full ITIL, incident, change, problem
  • CMDB included, not tier-gated
  • Live in 3–4 weeks, every time
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Vivantio AI

AI across your whole service operation

Assist agents in the moment, deflect with smart self-service, and turn service data into insight, not a chatbot bolted on.

For customersAI AssistFor agentsAI EnrichFor managersAI Optimize
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The Buyer's Guide to Service Management Software

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Reporting & BI

If your weekly service report is still built in a spreadsheet, that's time your team isn't spending on service.

Real-time dashboards, SLA performance reports and configurable live data grids — all built into the platform your team already uses. No export, no pivot table, no waiting for someone to run the numbers.

See it in a demoTake a self-guided tour

Live data, not a weekly export. FLEXGrid queries the current state of your service operation.

Vivantio BI — service desk dashboard with SLA performance and KPI reporting

Service teams at leading organizations trust Vivantio

The problem it solves

Service leaders making decisions on last week's data.

Decisions made on stale exports and manually-built reports miss what's happening now. Capacity problems and SLA risks are only visible when it's already too late to act.

Without live reporting

Weekly service report built manually in a spreadsheet every Friday afternoon

SLA breaches discovered after the fact: not while there's still time to act

Leadership decisions based on data that is already several days old

Capacity problems visible too late: the queue has built before anyone acts

With Vivantio reporting

Live dashboards show the current state of every queue, SLA and team

SLA risk visible in real time: act before a breach, not after it's logged

Reports generated from live data in seconds: no manual export, no Friday task

Capacity patterns visible as they emerge: resource decisions made on current data

What reporting & BI does

Live data. Clear KPIs. No spreadsheet required.

Real-time dashboards & KPI widgets

The service picture — visible to everyone who needs it, right now

Vivantio dashboards are built from live service data — ticket volumes, open incidents by priority, SLA status, agent workload, and change activity. Each widget refreshes in real time, so service leaders see the current state of operations rather than yesterday's snapshot. Dashboards are configurable by role and team, so an IT director and a team supervisor see the view relevant to them.

  • Real-time ticket volume, priority and status widgets
  • Configurable by role — leaders and supervisors see different views
  • Shareable dashboard links for stakeholder visibility
Vivantio BI — real-time service desk dashboard with KPI widgets
SLA performance reporting

Know your SLA position before it becomes a conversation with a customer

Vivantio SLA reporting shows performance by team, priority, service type, customer account and time period. Leaders see exactly where SLAs are being met, where they are at risk today, and which ticket categories are most likely to breach. At-risk tickets are visible in real time — before the breach happens. Reports can be scheduled for regular delivery to management and customer-facing account reviews.

  • SLA compliance by team, type, customer and period
  • At-risk tickets visible before breach — not just after
  • Scheduled SLA performance reports for management distribution
See how SLAs are configured in ITSM workflows
Vivantio BI — SLA performance reporting with breach risk visibility
FLEXGrid — live data reporting

Query and slice live service data without building a custom report

FLEXGrid is Vivantio's live data grid for service reporting — a configurable, real-time table view of any service data. Teams configure the columns, filters and groupings they need, and FLEXGrid queries live data to show the current state. Useful for ad-hoc analysis, team leads reviewing their queue's health, or service managers answering questions that don't fit a pre-built dashboard widget.

  • Configurable columns, filters and groupings on live service data
  • Available across tickets, assets, changes and more
  • Export to CSV when a one-time extract is needed
See how AI Optimize finds patterns in service data
Vivantio BI — FLEXGrid live service data reporting
Recognised by service leaders who manage by data
G2 Leader — United Kingdom Service DeskG2 Leader — Enterprise Service DeskG2 Leader — Mid-Market Complaint ManagementG2 Leader — HR Service DeliveryG2 Leader — Mid-Market IT Asset ManagementG2 Leader — Mid-Market ITSMG2 Leader — IT Service Management
Common questions

Reporting & BI: what teams ask us

What reporting capabilities does Vivantio include?

Vivantio includes built-in dashboards, SLA performance reports, agent workload reports, volume trend reporting, and FLEXGrid — a live, configurable data grid for real-time queries on service data. Reports can be scheduled for email delivery, shared with stakeholders, and customised per team or role. No external BI tool or data export is required for standard service reporting.

What is FLEXGrid in Vivantio?

FLEXGrid is Vivantio's live data grid for service reporting. It provides a flexible, real-time view of service data — tickets, assets, changes, SLAs — with configurable columns, filters and groupings. Unlike static exports, FLEXGrid queries live data so reports reflect the current state of the service operation, not a point-in-time snapshot.

Can Vivantio report on SLA performance per team or customer?

Yes. SLA reporting breaks down performance by team, service type, customer account, priority and time period. Leaders see exactly where SLAs are being met, where they are at risk, and which ticket categories are most likely to breach. Customer-facing SLA reporting supports account reviews and contractual performance conversations.

Does Vivantio integrate with external BI tools like Power BI?

Vivantio supports data export and API access for teams that want to feed service data into Microsoft Power BI, Tableau or similar tools. For most standard service management reporting — SLA performance, volume trends, agent workload, KPIs — the built-in dashboards and FLEXGrid provide what teams need without an external BI dependency.

See it in action

Service data that works as hard as your team.

We'll show you how Vivantio's reporting fits your management reporting needs — with a demo built around your team's KPIs and service metrics.

Book a demoTake a self-guided tour
~30-minute demo No commitment Built around your reporting needs