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.
Explore all Vivantio AIService Management
Automate & Configure
Assist agents in the moment, deflect with smart self-service, and turn service data into insight, not a chatbot bolted on.
Explore all Vivantio AIIncident, problem, change and service request management built to ITIL best practices. The structure mature IT teams need — without the implementation complexity and cost that makes enterprise ITSM platforms so painful to deploy.
ITIL 4 aligned. Configurable processes, not rigid templates.
IT teams at leading organizations trust Vivantio
There's a gap between "basic helpdesk" and "enterprise platform with an 18-month implementation." Vivantio is built for the space in between.
Ticket queues work — but no ITIL process structure, no problem management, no change control.
Full ITIL process depth — incident, problem, change, request — without the implementation pain of enterprise tools.
Full depth — but 6–18 month implementations, dedicated platform teams, and pricing built for large enterprise budgets.
Each process is configurable to your organization's workflows — not a rigid implementation of ITIL theory.
Vivantio's ITIL-aligned incident management gives IT teams a structured lifecycle for every service disruption: detection and logging, classification and prioritisation, investigation and diagnosis, resolution and closure. SLA timers run against each incident with configurable breach notifications, and escalation rules move work to the right team before impact compounds.
ITIL Problem Management addresses the root causes behind recurring incidents. Vivantio supports the full problem lifecycle: problem detection and logging, root cause investigation (RCA), known error recording, and workaround publication. Problems link directly to the incidents they explain, so teams can see the relationship between a pattern of failures and the underlying cause being investigated.
Vivantio's ITIL change management provides the governance IT teams need without turning every change into a week-long approval chain. Standard changes can be pre-approved and auto-routed; normal changes go through a configurable CAB review; emergency changes have a dedicated fast-track workflow. Risk assessment, impact analysis and approval gates are built into the process — not added as an afterthought.
Vivantio's service request management separates standard, repeatable requests from incidents — so your team isn't treating a new laptop request with the same urgency as a production outage. A configurable service catalogue presents the right options to each user group, with automated approval workflows, fulfilment tasks and SLA tracking. Self-service handles what can be self-served; the rest reaches the right team fully formed.
ITIL processes are most effective when they share data and context with the rest of your service management platform.
Users log incidents and raise requests through a branded portal — with AI-powered answers for well-documented issues.
Document resolutions, known errors and workarounds. Feed the knowledge base into AI Assist for self-service deflection.
Configuration items linked to incidents, changes and problems — so impact assessment has the data it needs.
Automate approvals, notifications, escalations and routing — keeping ITIL processes moving without manual chasing.
SLA performance, incident volumes, change success rates — built-in reports and configurable dashboards for IT leadership.
Smart routing, AI summaries, next-best-action guidance — built to accelerate agents working through the ITIL processes above.
Structured intake, SLA tracking, approval workflows, audit trails — these aren't uniquely IT problems. HR teams manage employee requests. Facilities teams run work orders. Finance teams handle multi-stage approvals. The disciplines ITIL gave IT are exactly what every service-delivering team needs. Vivantio lets you prove the model with IT first, then expand department by department on the same platform and licence.
See how ESM extends ITSM across the organisation
ITSM (IT Service Management) is the practice of designing, delivering, and managing IT services to meet business needs. ITIL (Information Technology Infrastructure Library) is the framework of best-practice guidelines that defines how to do ITSM well. ITSM is the "what" — managing IT as a service. ITIL is the "how" — the structured processes (incident, problem, change, request management and more) that define best practice. Vivantio is ITSM software built to support ITIL-aligned processes.
Vivantio supports the core ITIL service management processes: Incident Management, Problem Management, Change Management, Service Request Management, Service Level Management (SLAs), and Knowledge Management. Configuration Management (CMDB) and Asset Management are also available. These are delivered as configurable modules — not rigid templates — so teams adopt the processes they need and mature at their own pace.
Yes. Vivantio is designed to support ITIL 4 practices — the current edition of the ITIL framework, which broadens ITSM beyond the traditional process-centric view to focus on value streams, collaboration and continual improvement. Teams already working to ITIL v3 processes can continue those without disruption.
Yes. Vivantio is designed for teams that want to adopt ITIL best practices without a lengthy, painful implementation. Teams can start with the basics — incident and request management — and add problem, change and other ITIL modules as their maturity grows. The platform supports best practice rather than demanding it from day one.
Both Vivantio and ServiceNow support ITIL-aligned ITSM, but they target different points on the maturity curve. ServiceNow is built for large enterprise environments with dedicated platform teams and enterprise procurement budgets. Vivantio is designed for mid-market and growth-stage organizations that need genuine ITIL process depth — incident, problem, change, request management and SLAs — without the implementation complexity and cost overhead of an enterprise platform. Teams that have outgrown basic helpdesk tools typically move to Vivantio before reaching the scale where ServiceNow applies. See a full comparison →
We'll show you how Vivantio's ITIL processes map to your team's current workflows — with a demo built around your environment, not a generic product walkthrough.
