Vivantio
Enterprise ITSM without the overhead — full ITIL, CMDB and AI on one platform, live in weeks
By Vivantio · HQ Boston, US · 4.5/5 Value-Position score (estimate)
Positioning guardrails
Best for
- Mid-market IT teams that have outgrown basic ticketing and want full ITIL incident, problem, change and request processes
- Service organisations running multi-department ESM across IT, HR, facilities and legal on one shared platform
- Buyers who want AI, CMDB, automation, CRM and reporting in a single licence with no module gates
- Teams that need to be operational in weeks with a dedicated onboarding consultant rather than a long project
- MSPs and ISVs delivering service management to their own clients
Ideal size: 15–250 agents people · Scale-up or mid-market team formalising ITIL service management
Not for
- Large enterprises needing a deeply bespoke, multi-vendor platform ecosystem and system integrator network
- Very small teams looking for a free or sub-$20-per-agent helpdesk
- Buyers who insist on a purely AI-native service desk built around AI as the core product
- Organisations that want instant self-serve signup and trials without talking to sales
Value metrics scorecard
Time-to-Value
3–4 weeks
~21 days to first production value
Total Cost of Ownership
$12,000/yr
Starts at $588 · Per technical agent, per month, billed annually ($49–$99/agent/mo). End users, requestors and self-service portal users are free. Named, concurrent and pooled licences.
Implementation Friction
2/5
Engineering + admin effort required
Value-Position score
out of 5 · model estimate
Full cost breakdown
Mandatory implementation fee
None
Seat tiers
Named, concurrent or licence pools; volume discounts start at 15 agents; enterprise pricing at 500+ agents
Add-on costs
- None
Company & support
Who is behind Vivantio, and how your team gets help once it is live.
Company
- Founded
- 2003 · 23 yrs in business
- Headquarters
- Boston, US
How you get support
- PhoneNot listed
- EmailNot listed
- Live chatNot listed
- Support portal / ticketsAll plans
- Community forumNot listed
- Help centre / docsNot listed
- Dedicated account managerAll plans
- In person / on-siteNot listed
- Hours
- Not recorded
- Response time
- Not stated
Customers reach technical support through the Vivantio support portal, backed by an in-house US and UK team rather than outsourced contractors. Every plan includes dedicated onboarding and a customer success manager delivered by Vivantio's own professional services team.
“Not listed” means the vendor’s public pages don’t mention that channel, not that it is unavailable. Ask about it during evaluation.
Market position
Where Vivantio sits against its closest alternatives. Pick any two of cost, speed, friction and buyer score, and up to 9 companies to compare.
Quadrant view
Typical annual cost × Time-to-value
The lines cross at the median of the solutions shown, so about half sit on each side of each line. A dashed ring marks an outlier pinned to the edge; hover for its value.
Companies on the chart 6 / 10
- Vivantio
- Wrike
- BetterCloud
- SysAid
- Cal.com
- MeisterTask
Add or change companies
Up to 10 companies including Vivantio. Listed closest first.
Stack fit signal
Compatibility with standard B2B ecosystems.
No supported MCP path today, so it cannot be driven from an AI client.
AI & MCP readiness
What Vivantio ships in AI, and what it asks of your ecosystem.
AI features shipped
Vivantio AI spans AI Assist for customers, AI Enrich for agents (suggested responses, activity summarisation, sentiment) and AI Optimize for managers (trends and recommendations from service data). Sources describe capabilities only; no model provider, key handling or AI audit logging is stated.
Your data & models
- Trains on your data
- Not recorded — ask the vendor
- Runs on
- Not recorded
- AI pricing
- Included in the plan
In your ecosystem
- AI connection
- Not supported
- Model key
- Not recorded
- AI usage audit
- Not recorded
Compliance attestations
* IAPP AIGP certifies individuals, not products. It means named staff hold the credential — not that the platform does.
Bottom line
Vivantio is a service management platform for IT and customer service teams that have outgrown basic ticketing but don't want enterprise overhead. It bundles full ITIL processes, CMDB, automation, self-service, CRM and AI across departments on a single licence, priced around $49–$99 per technical agent per month with end users free. Vivantio runs its own onboarding and support teams and reports typical go-live in three to four weeks, with no module or add-on fees.
Frequently asked questions
How long does it take to get Vivantio live?
Vivantio states teams are typically live in around three to four weeks, with a dedicated consultant building the platform around your existing processes. Onboarding is delivered by Vivantio's own professional services team rather than an outsourced partner, and one referenced customer replaced a multi-year Dynamics development project in three weeks.
What does Vivantio cost?
Published pricing is $49–$99 per technical agent per month, billed annually (GBP bands also shown). End users, requestors and self-service portal users need no licence, and named, concurrent and pooled licensing models are available. Volume discounts begin at 15 agents and scale to as much as 40% off, with an additional 5% for education and 10% for non-profits. Enterprise pricing applies from 500 agents.
Do AI, CMDB or reporting cost extra?
No. Vivantio states that every capability — ITSM, AI, automation, CRM, assets, reporting and integrations — is included at every price point, with no modules to unlock, no feature gates and no support tiers to upgrade.
Which systems does Vivantio integrate with?
Vivantio advertises 600+ integrations plus full API access, including Salesforce, HubSpot, Microsoft Dynamics 365, Office 365, Microsoft Teams, Exchange, Azure AD, Okta, Jira, Datadog, Splunk, Power BI, Tableau, Slack and Zoom. FLEXBridge can connect anything with webhooks or an API.
Can Vivantio support multiple departments or MSP client environments?
Yes. Vivantio positions one platform for IT, customer service, HR, facilities and legal, each with team-specific workspaces, and licence pools let departments draw from their own seats. It also targets MSPs and ISVs that deliver service management to their own clients.
What support is included?
Customers access technical support through Vivantio's support portal, backed by an in-house US and UK technical support team. Dedicated onboarding and a customer success manager are included with every plan, and Vivantio states it does not use offshore contractors or a ticket queue. Published response times apply to sales enquiries, not support SLAs.