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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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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.

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Guides, product tours, reports and more. Filter by topic to see everything on a subject — whatever the format.

TourAI AssistSee AI Assist answer routine questions at first contact from your knowledge base, and hand the rest to an agent with the context already captured.Automation & AISelf-Service
TourAI OptimizeWatch AI Optimize find the patterns behind repeat tickets and turn them into ranked, evidence-backed improvements that cut demand at the source.Automation & AIReporting & AnalyticsTourSelf-Service PortalSee how end users log requests, track status, and find answers in a branded portal, so routine questions never reach the service desk.Self-ServiceITSMTourChange ManagementFollow a change from request through approval to release, with risk assessed, approvals routed to the right people, and a full audit trail behind it.ITSMConfiguration
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TourAI AssistSee AI Assist answer routine questions at first contact from your knowledge base, and hand the rest to an agent with the context already captured.Automation & AISelf-Service
TourAI OptimizeWatch AI Optimize find the patterns behind repeat tickets and turn them into ranked, evidence-backed improvements that cut demand at the source.Automation & AIReporting & Analytics
TourSelf-Service PortalSee how end users log requests, track status, and find answers in a branded portal, so routine questions never reach the service desk.Self-ServiceITSM
TourChange ManagementFollow a change from request through approval to release, with risk assessed, approvals routed to the right people, and a full audit trail behind it.ITSMConfiguration
TourCMDB & Asset ManagementSee how Vivantio maps assets, owners, and relationships in a live CMDB, so you know what an incident actually touches before you act on it.Asset Management & CMDBITSM
TourWorkflow AutomationWatch Vivantio route, escalate, and close work on its own, so your team spends its time on the tickets that actually need a person.Automation & AIITSM
TourITSM at a GlanceA quick look at how Vivantio handles the incident queue — triage, ownership, and priority — so you can see what real ITSM looks like in practice.ITSM
TourStep Up Your ITSMFollow a single incident end to end — activity, AI-assisted notes, SLA targets, and the agent workflow around it — to see the depth beneath the queue.ITSMConfiguration
TourCustom Forms & Fields in Customer ServiceSee how Vivantio lets you tailor forms and fields to capture the right information, support your processes, and keep every service interaction structured.ConfigurationCustomer Service Management
TourCustom Forms & Fields in ITSMSee how Vivantio lets you tailor forms and fields to capture the right information, support your processes, and keep every service interaction structured.ConfigurationITSM
TourSLAs in Customer ServiceSee how Vivantio helps customer service teams manage response and resolution targets, prioritize customer requests, and consistently meet service commitments.ConfigurationCustomer Service Management
TourSLAs in ITSMSee how Vivantio helps you define, track, and manage SLAs so teams can prioritize work, meet commitments, and improve service performance.ConfigurationITSM
TourProblem ManagementSee how Vivantio helps teams investigate recurring issues, identify root causes, and prevent repeat incidents.Customer Service ManagementITSM
TourRoles and PermissionsSee how Vivantio's role-based access control lets you define exactly who can see, do, and manage within your service platform — without over-engineering your setup.Configuration
ArticleWhen Service Platforms Don’t Fail — They DriftMost service platforms don’t fail—they drift. As complexity builds, workflows slow, visibility declines, and service quality becomes harder to maintain.…Customer Service ManagementITSM
ArticleScaling Service Operations: What Oakman’s Investment Signals for Service TeamsService teams are scaling across IT, support, and operations—but many systems aren’t built to keep up. This investment signals a shift toward more flexible,…Customer Service ManagementITSM
ArticleVivantio Secures Strategic Investment from Oakman to Accelerate Global Growth & Product InnovationVivantio has secured a strategic investment from Oakman to accelerate innovation in service management. As service teams scale across IT, customer support,…Customer Service ManagementITSM
ArticleService-to-Renewal Signal Mapping for Early Risk DetectionNothing looks wrong — until it does. Most renewal risk builds quietly through service interactions. Here’s how to identify it earlier.Customer Service ManagementBest practices
ArticleRight-Sized ITIL: Structure Without Process DragService teams often feel slower even when nothing is technically broken. This guide introduces Right-Sized ITIL — a practical governance model that reduces…ITSMITILBest practices
ArticleThe Integrations Landscape for Customer Service & Service OperationsIntegration used to be a checkbox. Now it’s the difference between coordinated service and constant workarounds. This piece breaks down what the…Customer ExperienceIntegrations
ArticleThe Customer Workflow Crisis: Why Mid-Market Teams Need a New ApproachMid-market organizations are struggling with a challenge few anticipated: workflow fragmentation across Support, Success, Ops, and Product. Tool sprawl and…Customer Experience
ArticleDark vs. Light Mode for SaaS: What Actually Helps Users Get Work DoneDark mode isn’t just a trend—it’s a test of focus, comfort, and accessibility. Discover when each mode helps SaaS teams work smarter and why choice matters…Customer Experience
ArticleIntroducing Vivantio Dark Mode: Built for Focus, Clarity, and ChoiceVivantio Dark Mode is live. It reduces eye strain and improves readability, with WCAG-tested contrast, and every user can switch it on from their preferences.Customer Experience
VideoReporting & Dashboards: Unlock Data-Driven Decisions with Vivantio.Create, customize, and share real-time dashboards and reports with Vivantio. Empower your teams to visualize key metrics and drive smarter decisions—no…Customer Service ManagementBest practicesReporting & Analytics
VideoFLEXGrid Workspaces: Real-Time Insights, Better Customer SupportFLEXGrid turns live service data into real-time insight. Build custom views, explore trends, and act faster—no report builder needed. Smarter decisions…Customer Service ManagementBest practicesReporting & Analytics
VideoFrom Incident to Problem: How Vivantio Scales Issue ResolutionNot every ticket is a one-off. Vivantio helps support teams consolidate incidents, uncover root causes, and scale resolution—without the chaos. Follow ITIL…Customer Service ManagementBest practices
VideoVivantio: New Tabbed Modals and Drawer ViewsSee what’s new in Vivantio’s user interface. Tabbed modals and drawer views give you a cleaner, more flexible workspace—with fewer clicks and more control.…Customer ExperienceITILBest practices
VideoHow a Self-Service Portal Transforms Customer Support: A Vivantio DemoWhen customers need help fast, delays aren’t an option. Watch how Vivantio’s self-service portal gives users instant access to support—without submitting a…Self-Service
VideoStreamline Ticket Management with Vivantio | Faster Support, Better Visibility.Efficient ticketing isn’t just possible—it’s built in. See how Vivantio helps support teams manage, route, and resolve tickets faster with automation, smart…Customer Service Management
ArticleHow to Master AI Data Integration: Tips for Operation LeadersDisconnected data systems waste time and stall growth. Learn how AI-driven data integration can automate workflows, eliminate silos, and drive real-time…Automation & AIIntegrationsBest practices
ArticleOmnichannel Helpdesk: Your Key to Better Customer Support?Managing support across disconnected tools? An omnichannel helpdesk brings it all together—boosting efficiency, improving customer satisfaction, and…Customer ExperienceCustomer Service ManagementBest practices
ArticleThe Future of Workload Automation for SaaS: 5 Trends & InnovationsWorkload automation is no longer just about efficiency—it’s about intelligence, agility, and automation at scale. By 2025, 80% of organizations using…Automation & AICustomer Service ManagementITIL
ArticleB2B Customer Service: Top 6 Best Practices for SuccessExceptional B2B customer service goes beyond problem-solving—it builds lasting relationships, enhances retention, and drives business success. By…Customer ExperienceCustomer Service ManagementBest practices
ArticleWhat is an ISV Partner: The Power of Strategic RelationshipsISV partnerships are a game-changer for SaaS companies, enabling seamless API integration, automation, and improved workflow efficiency. By leveraging…Customer Service ManagementIntegrationsBest practices
ArticleMastering IT Ecosystem ManagementYour IT ecosystem is more than just infrastructure—it’s the foundation of your business. By optimizing integrations, automating workflows, and ensuring…Customer Service ManagementITSMITIL
ArticlePost-Implementation Support Model: Benefits and Best PracticesA strong post-implementation support model ensures seamless knowledge transfer, reduces disruptions, and empowers teams for long-term success. This…Customer Service ManagementITSMITIL
ArticleThe Importance of User Interface and ITSM for Better UXCreating a seamless user interface is key to enhancing user satisfaction and simplifying workflows. Learn how software providers can leverage thoughtful UI…ITSMITILManaged Services
ArticleService Level Objectives and Indicators ExplainedDiscover how Service Level Objectives (SLOs) and Indicators (SLIs) can revolutionize service reliability and user satisfaction. Learn practical tips,…ITSMITILBest practices
ArticleA Complete Guide to ITIL Service Level Management ProcessService Level Management is the backbone of ITIL, ensuring IT services meet business goals and customer expectations. This guide explores key concepts like…ITSMITILBest practices
ArticleAutomated Patch Management Process: Streamline Security and ComplianceManual patching is tedious and risky. Automated patch management transforms this process, reducing vulnerabilities, saving time, and ensuring compliance.…Automation & AIITSMBest practices
WhitepaperApplying ITIL’s 7 Guiding Principles in B2B Customer Service OperationsSee how ITIL 4 can help your B2B Customer Service team create a more proactive, efficient, and value-driven CX – one that boosts loyalty, retention, and…ITILCustomer Service ManagementBest practices
ArticleWhy Does ITIL 4 Break Apart Release Management vs Deployment ManagementEver wondered why ITIL 4 separates release management from deployment management? This key distinction enhances software delivery, boosts reliability, and…Customer Service ManagementITSMITIL
ArticleEssential ITSM Principles for Achieving Effective IT ManagementAre your IT services driving business success or holding you back? By embracing ITSM principles and leveraging the ITIL framework, your IT operations can…ITSMITILBest practices
ArticleITIL Service Management Best Practices and Support ProcessesITIL’s best practices offer a structured framework to enhance IT service management, aligning IT operations with business goals and improving customer…ITSMITILBest practices
ArticleIT Capacity Management: Optimize Your Tech ResourcesEffective IT capacity management helps align technology with business needs, maximizing resource efficiency and reducing waste. Discover the key strategies,…Customer Service ManagementITSMBest practices
ArticleWhat is an IT Service Desk? Essential Support ExplainedThe IT Service Desk is essential for resolving technical issues and ensuring smooth IT operations. Discover how Vivantio’s advanced solutions, including…Customer Service ManagementEnterprise Service ManagementITSM
ArticleWhat is a Service-Based SLA? Best Practices for Service ProvidersLearn what a Service-Based SLA is and how it ensures consistent service delivery across customers. Explore best practices that help service providers build…Customer ExperienceITSMBest practices
ArticleHow ISVs and MSPs Can Maximize ROI with Faster Implementation and ITAMIndependent Software Vendors (ISVs) and Managed Service Providers (MSPs) need solutions that deliver fast value. Vivantio ranks #1 in G2’s Fall 2024…Asset Management & CMDBManaged ServicesSelf-Service
ArticleITIL Change Management Best Practices: Key TipsDiscover how ITIL change management best practices can streamline your IT processes and reduce service disruptions. Learn how to establish a Change Advisory…ITSMBest practices
ArticleTen Fundamental Controls Every IT Environment Should ImplementTo build a secure IT environment, organizations must implement key security controls within their ITSM framework. From multi-factor authentication to…ITSMBest practices
ArticleB2B Digital Transformation: Best Practices for the Modern Business LandscapeB2B digital transformation is reshaping how businesses operate and deliver value. From automation to AI, B2B companies must embrace these tools to stay…ITSMBest practices
ArticleEnterprise Change Management: Building Organizational Agility and CompetencyEnterprise Change Management (ECM) enables businesses to implement change smoothly while building organizational agility. Learn how ECM strategies help…Enterprise Service ManagementBest practices
ArticleThe ITIL Framework Can Be Described Best As: A Set of Best PracticesThe ITIL framework is a powerful tool in IT Service Management (ITSM), providing organizations with a structured method to optimize their IT services. From…ITSMITILBest practices
ArticleWhat is an API EcosystemAn API ecosystem is the backbone of seamless integration and innovation across industries. It enables businesses to streamline operations and improve…IntegrationsITSMITIL
ArticleCustomer Based SLA for B2B Service ProvidersEnhance your B2B services with a customized Customer-Based SLA. Tailor service quality to client needs, improve satisfaction, and strengthen partnerships.Customer ExperienceITSMBest practices
ArticleUnderstanding Multi-Level SLA EssentialsAs businesses strive for excellence, understanding the nuances of multi-level SLAs becomes essential. These agreements allow for more precise management of…ITSM
ArticleMastering Help Desk Management: Your Guide to Ticket ManagementLearn how effective help desk management can streamline ticket resolution, enhance customer satisfaction, and empower your support team to deliver…ITSMBest practices
ArticleWhat is Incident Management and How Do Incident Management Systems Work?Discover the critical role of incident management in IT service management. Learn how an effective incident management system can minimize disruptions,…ITSMITILBest practices
ReportUnlocking the Power of ITIL: Key Benefits & InsightsExplore each of the 21 benefits of ITIL-based service operations. Download the infographic for quick reference.ITILITSMBest practices
ArticleITIL Service Lifecycle: 5 Stages of the ITIL Service LifecycleThe ITIL service lifecycle explained: the five stages from service strategy to continual improvement, and how ITIL 4 modernizes the framework for today’s teams.ITSMITILBest practices
ArticleITSM Framework: A Service Management SystemAn IT Service Management (ITSM) framework ensures your IT services operate efficiently, aligning them with business goals and improving customer experience.…ITSMITILBest practices
ArticleWhat is Patch Management?Keeping your IT systems safe and up-to-date is paramount, and patch management software is an essential tool for endpoint management. It helps you obtain,…ITSMITILBest practices
ArticleRemote Monitoring and Management (RMM): Enhancing Management SoftwareRMM software empowers IT professionals and Managed Service Providers (MSPs) by transforming their IT management into a centralized, automated, and secure…ITSMITILBest practices
WhitepaperThe Buyer’s Guide to Service Management SoftwareUse this free guide to identify the features and functionality you need from a service management platform and choose the right solution for you.ITSMCustomer Service ManagementEnterprise Service Management
ArticleMSP vs. MSSP: Key Differences ExplainedUnderstand the key differences between Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs). This concise comparison highlights…Managed ServicesSecurity & Compliance
ArticleA Complete Guide to MSP Automation: 5 Steps to a Culture of EfficiencyExplore how MSPs can enhance efficiency and client satisfaction with our comprehensive guide to ITSM and ITIL-driven automation. Follow our five essential…Automation & AIITSMITIL
ArticleIncident Management Process: Best Practices Within ITILWelcome to our detailed guide on the incident management process. Discover essential steps to handle issues swiftly, maintain business continuity, and…ITILITSMBest practices
GuideHow to Integrate TeamViewer with VivantioIf you’re looking to connect TeamViewer with Vivantio, start with this walkthrough: a custom form for session details, an email template, and the setup steps.Integrations
WebinarITIL For Customer Service: It’s Not Just for IT AnymoreIn this Webinar On Demand, Don’t miss out on this opportunity to elevate your customer service with proven ITSM and ITIL strategies! Access Your On-Demand…Automation & AICustomer Service ManagementITSM
ArticleChange and Release Management: Clarifying Key RolesChange and release management are vital for maintaining business stability and boosting productivity. By understanding the key roles and processes involved,…ITSMITILBest practices
VideoVivantio CSM: Drive B2B Growth w/ Stellar Customer Service and SupportTransform your B2B customer service into a powerful engine for growth with Vivantio. Amplify customer retention and advocacy, streamline operations, and…Customer Service Management
VideoVivantio ESM: Enterprise Service Management for Optimal ProductivityElevate your enterprise service management with Vivantio’s comprehensive solutions. Embrace a future of operational efficiency, enhanced security, and…Enterprise Service Management
VideoVivantio ITSM: Empowering IT Leaders with Scalable Service Management SolutionsStep into the future of IT service management with Vivantio and experience a paradigm shift in productivity and service delivery. Our ITIL-based platform,…ITSM
VideoVivantio. Technology and service efficiency unleashed.Unlock all the features your business needs at a cost that makes sense with Vivantio. Improve productivity and gain great value. Watch the video now! 🚀…Customer Experience
ArticleIncident Management Automation for MSP: Enhancing EfficiencyDiscover how Incident Management Automation helps streamline incident response, enabling MSPs to resolve issues faster, improving service quality, and…Automation & AICustomer Experience
ArticleIntelligent Workflow Automation: Innovative Organizational ProcessesLearn how Intelligent Workflow Automation (IWA) has proven to be a powerful tool empowering MSPs to leverage cutting-edge technologies like AI, machine…Automation & AIBest practices
ArticleAI-Powered Customer Service Solutions for Managed Service ProvidersThe integration of AI in customer service is transforming how Managed Service Providers (MSPs) deliver support. By leveraging AI-driven personalization and…Automation & AI
ArticleConfiguration Management Database (CMDB) for MSPsManaged Service Providers (MSPs) are transforming IT service management with CMDBs, achieving enhanced control, scalability, and client satisfaction. This…Customer Service ManagementITSMBest practices
ArticleService Management Implementation: Path to ITSM SuccessDiscover the transformative power of service management implementation in achieving ITSM success. This guide provides essential insights into streamlining…Automation & AICustomer Service Management
ArticleGenerative AI in Customer ServiceLearn how businesses are enhancing customer interactions by integrating AI to provide personalized, efficient service around the clock. Uncover the future…Automation & AICustomer ExperienceCustomer Service Management
ArticlePersonalized Customer Experience Examples: Data-Driven InsightsReal examples of personalized customer experiences, and how businesses use customer data and AI-driven automation to tailor every stage of the customer journey.Customer ExperienceCustomer Service Management
ArticleAI Business Process Automation: Revolutionizing EfficiencyAI is transforming business processes to help enhance efficiency and competitiveness across various industries. From reducing manual errors to automating…Automation & AI
ArticleITSM Maturity Model: From Chaos to Strategic Valuejourney from chaos to strategic excellence with our exploration of the ITSM Maturity Model. Discover how structured, AI-enhanced service management can…Customer Service ManagementITSM
ArticleOrganizational Change Management: A Guide for Modern LeadersNavigate organizational change with confidence using this blog as a guide, “Organizational Change Management for Modern Leaders.” Uncover structured…Customer ExperienceBest practices
ArticleAn Effective Change Management Process: 5 Essential StepsDiscover these pivotal change management strategies—from identifying the need for change to engaging stakeholders—that can streamline your organization’s…Customer ExperienceBest practices
ArticleCreate a Change Management Plan: Guide to Successful Organizational TransformationCrafting a successful organizational transformation starts with a solid change management plan. This guide outlines the steps to seamlessly integrate ITSM,…Customer ExperienceCustomer Service ManagementBest practices
ArticleB2B Customer Journey Map – Elevate Your Business SuccessDiscover the transformative power of B2B Customer Journey Mapping to boost your business success. Learn how identifying and optimizing every touchpoint can…Customer ExperienceCustomer Service ManagementBest practices
ArticleBoost Your ITSM Efficiency with an Incident Management TeamBoost your ITSM efficiency with a skilled Incident Management Team. By swiftly handling incidents, prioritizing critical issues, and applying best…Customer Service ManagementITSMBest practices
ArticleMaximize Efficiency with an Incident Management WorkflowDiscover how to streamline your IT operations and minimize downtime with our guide on establishing an efficient incident management workflow. Learn…Best practices
ArticleMaster Your Process with Expert Incident Tracking Best PracticesBoost productivity and customer satisfaction with essential incident tracking strategies. Learn how using incident management software to centralize,…ITSMBest practices
ArticleOptimize Your Business with Software Asset Management Services 2024Discover the transformative power of Software Asset Management (SAM) in optimizing your software investments. Our latest blog post delves into the critical…Asset Management & CMDB
ArticleIT Service Delivery: Enhancing Efficiency and Customer SatisfactionLearn how IT Service Delivery boosts efficiency & customer satisfaction by optimizing IT systems & aligning services with business goals.ITSM
VideoFeature Highlight: Self-Service PortalsSee how to set up branded self-service portals for your customers in Vivantio, with a no-code drag and drop designer or HTML and CSS for deeper customization.Best practicesSelf-Service
ArticleWhat is an ITSM Ticketing Solution: Streamlining SupportWith the power to automate processes and prioritize tickets, your support team can focus on what truly matters—delivering exceptional service. Dive into our…ITSM
ArticleBasic Understanding of ITILIn this blog post, read up on the basics of ITIL (Information Technology Infrastructure Library), its importance in aligning IT services with business goals…ITIL
ArticleSLA Compliance: Meeting Service Level Agreements with PrecisionReady to master SLA Compliance? Achieve service level agreement adherence for seamless operations and enhanced customer satisfaction. Read on and learn more.ITSM
ArticleService Level Indicators: Measuring Excellence in Customer ServiceUnlock the secrets to exceptional customer service with Service Level Indicators (SLIs): the game-changing tool that can transform your client satisfaction…ITSM
ArticleITIL Problem Management Process Flow: Resolving IT Challenges EffectivelyEfficiently resolve IT challenges with ITIL Problem Management Process Flow, ensuring uninterrupted operations. Part of ITIL 4 framework.ITIL
ArticleEnterprise Workflow Automation: Transforming Business OperationsLearn how to unlock efficiency with Enterprise Workflow Automation & management software. Start maximizing productivity & streamline operations for improved…Automation & AI
ArticleWhat is Change Management in Cybersecurity? System IntegrityDiscover the significance of change management in cybersecurity for system integrity. Explore structured processes and key practices for robust security.Security & Compliance
ArticleWhat is Change Management in HR: Navigating Organizational TransformationDiscover how HR professionals drive organizational transformation through change management. Key skills and strategies explored. Stay competitive!Enterprise Service Management
WebinarService Desk SOS: Meeting Expectations & Avoiding BurnoutIn ‘Service Desk SOS,’ explore effective strategies for meeting growing service expectations and preventing burnout in an era of technical talent scarcity.…Automation & AICustomer Service ManagementITSM
ArticleWhat is Change Management & Why It MattersDive into the essentials of change management and learn how effectively managing change is crucial for an organization’s success. Discover the structured…Enterprise Service Management
ArticleWhat Is ITIL Problem Management in ITSM?Discover how to enhance IT service operations and minimize disruptions in our latest blog. Learn about the importance of problem management in ensuring…ITIL
ArticleITSM Categories: Streamlining OperationsExplore the key to enhancing IT service delivery in our latest blog post: “ITSM Categories: Streamlining Operations.” Delve into how understanding ITSM…ITSM
ArticleWhat Is The Difference Between ITSM and ITIL?Wondering what sets ITSM and ITIL apart? This guide breaks down the differences and interconnections between ITSM’s broad approach to aligning technology…ITSMITIL
ArticleITSM Use Cases: Real-World ScenariosDiscover the transformative potential of IT Service Management (ITSM) through real-world use cases with Vivantio. Learn how tailored ITSM strategies can…ITSM
ArticleWhat is an Example of Change Management? View Real-world ExamplesDiscover how industry giants like General Electric and Google successfully navigate the complexities of change management. This article delves into…Enterprise Service Management
ArticleCustomer Service Optimization: Achieving ExcellenceCustomer service optimization is a crucial element for standing out in today’s competitive business landscape. Learn how to craft a seamless and…Best practices
ArticleEnterprise Service Management Examples: ESM Meets ITSMDiscover how ESM aligns with ITSM principles to enhance service delivery and streamline operations across various business functions, through real-world…Enterprise Service ManagementITSM
ArticleElevating Trust and Security in B2B SaaS with Vivantio’s SOC 2 ComplianceVivantio, a leader in B2B SaaS Service Management, has successfully completed its SOC 2® assessment, emphasizing its commitment to data security and…Security & Compliance
VideoCustomer Success: Wake Forest Case StudyDiscover how Wake Forest University overcame a significant challenge in service management by partnering with Vivantio, resulting in improved access and…ITSM
VideoVivantio: Where Efficiency Meets Excellence in ServiceOur latest video explores how Vivantio is redefining customer service efficiency and effectiveness. From leveraging ITIL best practices to empowering teams…Customer Service Management
ArticleAI Customer Service Solutions: Revolutionizing SupportVivantio revolutionizes customer support with AI, streamlining service desks and enhancing user experiences. CEO Greg Rich underscores AI’s critical role in…Automation & AI
ArticleMastering Problem Ticket ITIL: Minimizing DisruptionsDiscover how mastering problem ticket ITIL minimizes IT disruptions and enhances efficiency. This article delves into the essence of problem management in…ITIL
ArticleOmnichannel Customer Service: Seamless Support Across ChannelsIn today’s digital landscape, omnichannel customer service is essential for businesses aiming to provide seamless and personalized support across various…Customer Service Management
ArticleCrafting an Effective ITSM Roadmap: A Template for SuccessDelve into the art of crafting an effective ITSM roadmap with our comprehensive guide. This post will walk you through creating a strategic template that…ITSM
ArticleITSM vs CRM: Understanding the Key DifferencesExplore the crucial differences between ITSM and CRM in our latest blog post. Discover how ITSM focuses on the internal management and delivery of IT…Customer ExperienceITSM
ArticleNo Code Workflow Automation: Empowering Business EfficiencyUnleash the transformative power of no-code workflow automation and propel your business to new heights of efficiency. Learn how intuitive drag-and-drop…Automation & AI
Article9 Incident Management Benefits: Maximizing Efficiency and ResilienceDiscover the power of Incident Management in our latest blog post, ‘9 Incident Management Benefits: Maximizing Efficiency and Resilience.’ Explore how this…ITSM
ArticleIncident Management Best Practices: Streamlined Operations GuideDiscover essential incident management best practices to streamline your IT support operations. Get actionable insights and real-world examples in this…ITSM
ArticleChange Management SLA: Unveiling the Impact in ITILDiscover how implementing a Change Management SLA in ITIL can streamline your IT service delivery and overcome common challenges. In this post, we explore…ITSMITIL
ArticleHelpdesk Ticket Priority Levels: The Ultimate Guide to Optimal SupportDiscover the ultimate guide to helpdesk ticket priority levels in customer support. Learn how to define priorities, enhance response times, and align with…ITSMBest practices
VideoCustomer Success: Quality Brands Group Case StudyDiscover how Quality Brands Group, a leader in retail franchises with Dunkin’ and Buffalo Wild Wings locations across the US, overcame growth challenges.…Asset Management & CMDB
ArticleService Level Agreement Monitoring: Understanding Its Role and ImportanceLearn how the power of SLA monitoring goes beyond charts and numbers, serving as a compass to guide you towards service excellence and business growth.…ITSM
ArticleSLA Reporting: Driving Continuous Service ImprovementExplore the power of SLA reporting! Learn how SLAs set clear expectations, measure performance, ensure compliance, and drive continuous improvement. Whether…ITSMITILReporting & Analytics
VideoCustomer Success: DriveTime Case StudyWitness DriveTime’s remarkable transformation with Vivantio. See how they replaced outdated processes with streamlined solutions, enhanced data security,…Customer Service Management
ArticleWhy ITIL is Important: Understanding its SignificanceITIL is your organization’s secret sauce for efficiency. It enhances service delivery, reduces risk, and ensures productivity. Learn how to unlock its…ITIL
ArticleEnterprise Service Management vs. IT Service Management: Unlocking the DistinctionsUnlock the distinctions between Enterprise Service Management (ESM) and IT Service Management (ITSM). Discover how understanding these differences can…Enterprise Service ManagementITSM
Case studyOptimizing IT Support & Assets: Quality Brand Group, Vivantio & LansweeperThe rapid expansion across geographical locations and the increasing complexity of back-office operations presented unique challenges, particularly in IT…Customer Service ManagementITSM
ArticleThe Future of Organizational Processes: Unpacking the ESM FrameworkIn this article, you’ll discover the transformative power of an Enterprise Service Management (ESM) framework in streamlining business operations.Automation & AIEnterprise Service ManagementBest practices
ArticleEnterprise Service Management Framework: Streamlining Business OpsIn this article, we’ll journey through the world of ESM, using the case study of American Enterprise (now “Wellabe”) to illustrate its impact on business…Automation & AIEnterprise Service ManagementBest practices
VideoCustomer Success: NG Bailey Case StudyNG Bailey, the UK’s leading engineering firm, sought a change. Their challenge? A self-service portal with a massive 90% service requests via phone. Ready…Self-Service
WebinarLansweeper and Vivantio: Driving Business TransformationDive into this compelling webinar as we reveal how the strategic integration of Vivantio’s Service Management and Lansweeper’s IT Asset Discovery can…Asset Management & CMDBSelf-Service
WebinarWhy Integrate? Easily accessible asset information in a unified platformJoin us for a webinar on the integration between Lansweeper and Vivantio and learn how Vivantio’s Service Management platform enables your teams to scale…Asset Management & CMDBSelf-Service
ArticleCustomer Service Management Best Practices: Success in B2B LandscapesIn today’s dynamic and fast-paced B2B ecosystem, the integral role of customer service is more pronounced than ever. Beyond being a distinguishing factor,…Customer Service ManagementBest practices
ArticleITIL 4: The Future of IT Service ManagementDiscover the benefits of ITIL4, the latest version of the ITIL framework for IT service management. Learn how it differs from previous versions and how it…Customer Service ManagementITIL
ArticleHarnessing the Power of a Unified Service Management PlatformExplore the incredible value offered by a Unified Service Management Platform and how it can revolutionize the way you serve your customers.Customer Service ManagementEnterprise Service ManagementBest practices
ArticleMeeting Customer Expectations and Mapping Customer JourneysLearn how to exceed customer expectations in B2B customer service, optimize journeys, align CX activities, and anticipate needs for transformative results.Customer Service ManagementBest practices
ArticleB2B Customer Service Transformation: Embracing the Service-Driven EraExplore the transformative power of customer service in B2B business. From centralization to exceeding expectations, discover strategies for success.Customer ExperienceCustomer Service ManagementBest practices
ArticleSupport Ticket Lifecycle: How To Take ControlSupport tickets are the primary way that users communicate incidents and problems. This is why it is important for businesses to understand the support…Customer Service ManagementBest practices
ArticleHelp Desk Ticket Workflow: How to Improve and OptimizeThis post will review the following topics: Defining help desk ticket workflows, leveraging software for optimal workflows, and where to get started.Customer Service ManagementBest practices
ArticleA Guide to Incident Management Ticketing SystemsIncident management is a core function of any IT department, covering internal and external support ticket resolution. As such, it’s not surprising that…ITSMITIL
ArticleITSM Enterprise Architecture: Guiding Change and ImplementationITSM enterprise architecture combines two essential business leadership concepts. Learn how to maximize both ITSM and enterprise architecture here.Customer Service Management
ArticleCustomer Self-Service Portals: The Most Important AttributesCustomer self-service portals bring a variety of quality support tools and information to users on a single home page. Learn how to make one here.Customer Service Management
ArticleITSM Service Catalog: Benefits and Best PracticesWhat an ITSM service catalog is, the benefits of building one, how to create it step by step, and how to choose the right service catalog tool for your team.ITSM
ArticleUnderstand and Optimize the B2B Customer Journey MapFollowing the right B2B customer journey map is vital in crafting a quality customer experience. See the map, and learn how to adopt it, here.Customer Service Management
ArticleB2B Customer Portal: The Modern Competitive AdvantageA B2B customer portal provides endless value to clients and the business providing it. Find out what they offer, and how to implement one here.Customer Service Management
ArticleTop 9 B2B Help Desk Best PracticesB2B help desk best practices can rapidly improve the service experience for clients and internal users. Find out the 9 most important ones here.Customer Service Management
ArticleTicket Lifecycle Management: Enhanced B2B Ticketing SystemProper ticket lifecycle management provides shorter ticket response times, higher resolution rates, and higher customer satisfaction. Learn about it here.Customer Service Management
ArticleWhat Are B2B Support Ticket Priority Levels?B2B support ticket priority levels are vital to an efficient IT support system. Learn how best to prioritize tickets in this quick guide.Customer Service Management
ArticleHelp Desk vs. Service Desk vs. ITSM: The Importance of Knowing the DifferenceHelp desk vs service desk is an important value proposition for a business owner to consider as their business grows.Customer Service Management
ArticleITIL Configuration Management Within the ITIL FrameworkITIL configuration management principles are the best foundation for businesses looking to improve their IT infrastructure.Customer Service ManagementITIL
ArticleB2B Helpdesk: Key Functions & New Industry StandardsThe B2B helpdesk is made up of a core team inside a company’s IT apparatus that assists with issues that arise for a specific type of technological incident…Customer Service Management
VideoFeature Highlight: Ticket ViewsWatch how multiple ticket view options cater to technician preferences and the specific customer service requests being handled, allowing you to optimize…Automation & AIBest practices
ReportReport: Self Service StrategiesRead the insights from our survey collaboration with the Service Desk Institute (SDI). Dive into the self-service strategies employed by service desk…Self-ServiceITSMBest practices
ReportThe State of IT Service: UK Housing AssociationsExplore the distinctive landscape of IT service in the UK Social Housing sector. Delve into the operational practices of service teams, including team size,…ITSMBest practices
ReportThe State of Service Desk StrategyDiscover the pivotal role of service desks in shaping strategies and transforming objectives into actionable plans. Our survey in partnership with the…ITSMBest practices
ArticleB2B Customer Service: What it Is and Why it MattersB2B customer service differs substantially from B2C. Business leaders can find out how, and what to do about it, here.Customer Service ManagementBest practices
Case studySystem4u Upgrades SLA Tracking and More with VivantioRead how Vivantio helped to elevate System4u beyond the limitations of the in-house solution they outgrew, to leverage Vivantio’s robust SLA features and…Customer Service ManagementSelf-Service
ArticleITIL Best Practices and Processes for CSMITIL 4 establishes the service value system (SVS) to show “how all the components and activities of an organization work together to facilitate value…Customer Service Management
WhitepaperVivantio Values SecurityDownload your free guide to discover our industry-leading security measures and how we address concerns related to staff training, data security policies,…Security & ComplianceITSMBest practices
WhitepaperWhy True SaaS Beats On-Premise and Hybrid DeliveryDownload our free whitepaper and discover why True ITSM SaaS is the superior choice compared to on-premise and hybrid delivery models.ITSMBest practices
Whitepaper29 Questions to Ask Before You Invest in SaaS ITSM SoftwareBefore investing in SaaS ITSM software, review these essential questions to ensure you’re getting the best value and securing the platform that best meets…ITSMSecurity & ComplianceBest practices
WhitepaperBoost Your Service Desk with New Ticket Prioritization StrategiesExplore the best practices of ITIL ticket prioritization, various ticket weighing scenarios, and the effectiveness of prioritization algorithms against SLA…ITILITSMBest practices
ArticleWhat Are ITSM Tools & Why Do They Matter to Your BusinessITSM tools streamline service delivery across departments, from IT to HR. Learn how core processes like Incident and SLA Management enhance efficiency and…Customer ExperienceCustomer Service ManagementITSM
ArticleIT Service Management Framework: Process Flow & BenefitsAn IT service management framework is the foundation of providing quality service to clients. Find out why (& how) you should implement one here.Customer Service ManagementBest practices
ArticleITSM Introduction: An End-to-End Service Delivery ModelCheck out this quick ITSM introduction to find out how your business can benefit from an improved ITSM software.Customer Service Management
ArticleWhy Do Organizations Need an ITSM Ticketing SystemWhy organizations need an ITSM ticketing system: when a business outgrows email and ad hoc requests, the benefits of ticketing, and what to look for in a tool.ITSM
ArticleITSM Fundamentals: The Core Functions of ITSMMid-size businesses need comprehensive ITSM solutions to meet their needs. Learn the ITSM fundamentals in this quick guide.ITSMBest practices
ArticleStreamline Your Ticket Management With Leading Industry Best PracticesFaster ticket handling frees agents for better service. Three ticket management best practices: the right CSM software, hands-on training, and analytics.Customer Service Management
ArticleHow Providing Value Along the B2B Customer Journey Impacts Customer Loyalty and SuccessImproving the B2B customer journey has many benefits. Learn what they are, and how to obtain them for your company here.Customer Service Management
ArticleImplementing B2B Customer Service Best Practices: The Power in PlanningLearn B2B customer service best practices in this guide on elevating the customer journey through quality planning, implementation, and tools.Customer Service Management
ArticleThe Customer Service Management Process: Quality and ConsistencyImprove your customer service management process and maximize the quality of your operations.Customer Service Management
ArticleCustomer Service Management and Measurement: Observing and Measuring Customers in New WaysEver wondered how you can tell if your company’s customer service is up to par? In this article, find out how to measure customer service in new ways.Customer Service Management
Case studyAnnata Streamlines Service To Customers Using Vivantio’s Self-Service CapabilitiesRead how Vivantio supports and enhances Annata’s external customer service experience through self-service and ITIL principles.Customer Service ManagementSelf-Service
Case studyNG Bailey Logs Dramatic Service Improvements Leveraging VivantioAn improved self-service portal and better initial information gathering delivered eye-opening results for this engineering and service business leader.ITSMReporting & AnalyticsSelf-Service
Case studyWake Forest University Improves Access with VivantioSaving thousands of dollars and a growing asset project have helped improve “access” at this top US-based university.Customer ExperienceITSM
Case studyFlexible Zendesk Alternative Sets Off Company-Wide Adoption TrendSee how global rail leader Greenbriar implemented prioritized customer service management, with popular self-service capabilities – and set off a…Customer Service ManagementSelf-Service
ArticleBest Customer Service Management Examples: Improving the Customer ExperienceThese customer service management examples display how technology is improving the customer experience.Customer Service ManagementBest practices
ArticleWhat Is Customer Service Management and Why Your Business Needs ItCustomer service management helps companies stay on top of customer interactions. Click here to find out more about this concept.Customer Service ManagementBest practices
WebinarOn-Demand Webinar for Ticketing Tool Tips Available NowHow well you handle tickets can either lead to upset customers or happier outcomes. Watch this on-demand demo workshop webinar and get timely ticketing tips.Best practices
WebinarTop Service Management Solution Demo Now Available On DemandDiscover how Vivantio helped this top US-based university save thousands of dollars and improve access and efficiency throughout their system.Asset Management & CMDBSelf-Service
ArticleMake Your Self-Service Portal Work Smarter with Guided CategoriesVivantio now offers Guided Categories – a new intuitive and visually pleasing way to help users log tickets in the proper category.Self-Service
GuideVivantio’s New Integration with Microsoft Power BIDiscover how to harness the power of Vivantio along with the visualization and business intelligence capabilities of Microsoft Power BI.IntegrationsReporting & Analytics
Article4 Questions To Ask Your Vendor About SecurityHere are some questions you should ask to make sure your software vendor will keep your company and your customer’s data safe.Best practicesSecurity & Compliance
ArticleCustomer Service Today Interview with Greg RichIn this excerpt from his interview with TEC, Greg Rich talks about about customer service, technology and the “next normal” in CX (Customer Experience).Customer Experience
WebinarWEBINAR: Watch On Demand – Using FLEXBridge to Create the Future of CXNow on-demand, our webinar showcasing FLEXBridge™ enhancement which allows for seamless integration for a customer experience ecosystem.IntegrationsCustomer Experience
ArticleWhen your Customer Service is Right, Sales Success Works at a Whole New LevelSatisfied customers are easier and more profitable to sell to. See how better service drives retention, upsell and cross-sell, and shortens sales cycles.Customer Service Management
WebinarWEBINAR: Rethinking Customer Service in 2021If you’ve been looking to make leaps in Customer Service improvement, you shouldn’t miss Vivantio’s “Rethinking Customer Service in 2021″.Customer Service ManagementBest practices
GuideHow to Integrate Vivantio with Microsoft TeamsLearn how Vivantio’s IT service tool makes sending messages in Microsoft Teams easy with API integration and webhooks in this tutorial.Integrations
GuideHow to integrate Vivantio with Azure DevOpsLearn how Vivantio, a service management platform, integrates with Azure DevOps to improve communication between your service desk and development team.Best practices
VideoHow Self-Service Portals Improve the Customer Service ExperienceHere’s how self-service portals play a key role in the customer service experience and improve efficiency for service teams.ITSMBest practicesSelf-Service
ArticleWhy Operational Level Agreements Matter & How to Use Them in VivantioExcellent customer service means meeting your SLAs. Learn more about this key metric and how to use OLAs in the Vivantio ITSM tool.Automation & AIITSMBest practices
ArticleTips on How to Successfully Implement Your New ITSM Software SolutionBuying a new service management software tool can be time-consuming and expensive, which is why it’s critical to have a successful implementation.Automation & AIITSMBest practices
Article4 Tips to Convince Leadership you Need New Service Management SoftwareConvincing leadership to invest in a new service management tool can be tough. Read these 4 tips on preparing a sound argument to leadership.ITSMBest practices
ArticleOne IT Service Management Software Tool for Multiple DepartmentsService teams outside of the IT department are using Vivantio. Why? Because they want to streamline processes, reduce costs and provide great service.ITSMITILBest practices
VideoRoles & Permissions Provide Data Control for Service Management TeamsRoles & permissions are crucial for service management teams because they determine who can perform certain operations and access particular data within…Best practices
ArticleThe Differences Between Help Desk and Service Desk and Why it MattersThe debate on the definition of a service desk vs help desk has been ongoing. Here’s how they’re different and why it matters.ITSMITILBest practices
VideoLearn How To Create Tickets In VivantioLearn the multiple options for ticket creation within Vivantio, enabling users to create tasks quickly and build complex rules across multiple ticket types…Automation & AIBest practices
Case studySCP Health Improves Business Flow with Vivantio’s ITIL-based ITSM PlatformOne of the largest and fastest-growing healthcare organizations in the U.S. reveals how Vivantio’s ITSM software helps the organization follow ITIL…ITSMITILReporting & Analytics
GuideHow to Integrate Vivantio with SlackINTRODUCTION In every company, it’s crucial to have effective, efficient communication, such as the ability to alert your team about new urgent issues, or…Best practices
VideoHow & Why to Use Workflows in Vivantio to Automate ProcessesIn this video, Melissa, one of our product specialists, will demonstrate how users can automate business processes using workflows in Vivantio.Automation & AIBest practices
GuideWays to Set Up and View Tickets Within VivantioVivantio offers intuitive and customizable service management software and provides several ways to view tickets based on user preference and type of…Best practices
VideoLearn How To Use Custom Forms & FieldsIn Vivantio, service teams can create an unlimited amount of custom forms & fields, allowing users to capture important information when logging a ticket.Best practices
VideoVivantio Empowers Teams To Provide Focused Customer ServiceAt Vivantio, we develop, deliver and support service management software focused on improving your teams’ customer support levels because we believe that…Customer ExperienceCustomer Service Management
Case studyAmerican Enterprise (Wellabe) Enhances Service with Vivantio ITSM ToolExplore how a growing mutual insurance provider increases efficiency using Vivantio’s flexible and easy-to-use ITSM software across multiple service teams…ITSM
Case studySouthern Housing Group Analysts Value Vivantio’s Reporting and KPI TrackingDiscover how one of UK’s largest housing associations improved service across their entire organisation while keeping up with the Group’s expansion using…ITSM
Article4 Types of Integration Methods with Your Service Management SoftwareWhen evaluating ITSM software tools, it’s critical to understand what integrations are available so your service team can get the data it needs. Here are…Customer Service ManagementITSMBest practices
Case studyCapita Travel and Events Improves Ticket Resolution Time with Vivantio ITSMFind out how Vivantio’s service management software tool improved ticket resolution time and increased service levels for the UK’s largest professional…ITSM
ArticleWhy Should You Care About ITSM?ITSM addresses the efficiency of your service desk and company. Using a service management tool helps leaders manage various aspects of service and benefit…ITSMITILBest practices
ArticleIT Service Catalog: The Intersection Between Business & Technical ServicesRegardless of the service department, employees should be confident the right agent is handling their issue. A service catalog is used to educate an…ITILBest practices
ArticleBridging the Gap Between ITIL and Project Management Best PracticesHow can you meld project management techniques with an ITIL framework? Here’s a guide to how the two principles can fit together.Customer Service ManagementITILBest practices
ArticleHow to Implement a Self-Service Portal for Your Support TeamLooking to implement a self-service portal for your team? Get started with this guide.Best practicesSelf-Service
GuideHow Vivantio’s Visual Workflow Tool Automates Service ProcessesLearn how workflow tools within Vivantio help you manage processes and gain more insight into the performance of your organization.Automation & AIBest practices
GuideApplication Lifecycle Management in VivantioLearn about the different application lifecycle management options you have within Vivantio.Best practices
GuideHow to Integrate JIRA with VivantioMake sure you’re taking the right steps to integrate Vivantio with JIRA with this walkthrough.Best practices
GuideHow to Integrate Microsoft Team Foundation Server (TFS) with VivantioIf you are looking to set up a TFS integration within Vivantio, here’s a quick tutorial on how to do so.Best practices
GuideHow to Use the Vivantio Report CatalogLearn about Vivantio’s Report Catalog and how your service team can benefit from it.Reporting & Analytics
Case studyVivantio Meets ITIL & Performance Demands for a Global Car ManufacturerWatch the video to hear Alan Shrimpton, IT Strategy Manager , discuss why his organization chose Vivantio and their experience using the ITSM Platform to…ITIL
Case studyASCO Implements Vivantio ITSM Platform Globally with Short Turnaround TimeLearn how an oilfield support services leader implemented ITIL processes and built out a sophisticated service management system across global service teams…ITSM
GuideHow to Set Up Asset SynchronizationLearn how to use Asset Syncrhonization within Vivantio to sync your Asset Discovery tool and database so your technicians get the information they need.Best practices
GuideWhen and How to Use the Vivantio APIIt’s common to use Webhooks or Web Methods for integration, but there are times when API is the best choice. Here’s when and how to use it within Vivantio.Integrations
GuideHow to Create Simple Contact Forms with Web MethodsNeed to create some contact forms in Vivantio but don’t know where to start? Use this walkthrough to get started.IntegrationsConfiguration
GuideHow to Integrate BeyondTrust (Formerly Bomgar) with VivantioIf you’re looking to connect BeyondTrust (formerly Bomgar) with Vivantio, start with this walkthrough.Integrations
GuideHow Trigger Rules Automate Your Unique Business ProcessesA highly-technical how-to on how webhooks and web methods can be leveraged by way of Trigger Rules to automate unique business processes.Automation & AIBest practices
GuideHow to Set up SMS Messaging in Vivantio’s ITSM Software Using WebhooksIn this step-by-step tutorial, learn how to use webhooks to set up SMS messaging and connect your Vivantio instance with Twilio and other SMS providers.IntegrationsConfiguration
GuideHow to Integrate CopperEgg with VivantioWhat are webhooks, why are they important and how can they be used to link CopperEgg monitoring software to Vivantio? Read this blog to learn more.Integrations
Guide5 Ways Vivantio Integrates with Your Most Important SystemsVivantio integrates with Jira, AutoTask and many other tools your unique business processes depend upon. Find out how.Integrations
Guide4 Types of Integration Options in the Vivantio PlatformLearn why and how Vivantio can integratate with different software tools and how this can help improve your business processes.Integrations
ArticleWhy the Look and Feel of Your Self-Service Portal MattersA company’s website aesthetic and provided user experience is key to winning new business. Here’s why a self-service portal on your website improves service…Best practicesSelf-Service
Case studyVivantio ITSM Helps DriveTime Automate Key Business Processes Company-wideRead how one of the largest auto retailer and finance companies utilizes Vivantio’s ITSM software to meet the demands of an increasing incident workload…ITSM
Case studyLalux Assurances Introduces SLAs with Vivantio’s Service Desk Software ToolExplore how one of the leading insurance companies in the Luxembourg market worked with Vivantio to experience a smooth ERP migration, a record-fast ITSM…ITSM
Case studyAllegis Group Realizes Sevenfold Productivity Gain with Vivantio ITSM ToolLearn how one of the largest privately held staffing companies in the world experienced dramatic operational savings and a 70% reduction in service calls…ITSM
Case studyVivantio Software Transforms Service Management for Planet Financial GroupAfter a group of financial companies specialising in residential mortgage loans began a procurement process for a service desk solution, Vivantio quickly…ITSM
ArticleHow to Set Up Effective Support Ticket CategorizationAfter decades of experience in the service management industry, and having worked with enterprise giants like Toshiba and Porsche, we’ve seen countless…Best practices
ArticleThe Problems with ITIL’s Approach to Support Ticket PrioritizationLearn about ITIL best practice when it comes to the prioritization of tickets, the associated pros and cons and the reality of implementing these in a…ITILBest practices

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