Vivantio

What is Vivantio?

Vivantio is a service management platform that covers ITIL incident, problem, change and service request management, a CMDB with asset discovery, and a CRM module. Agents work in one ticket queue fed by email, phone, chat and web portal. Admins build workflows and approvals without code, and an AI layer (Assist, Enrich, Optimize) handles triage and suggestions. The vendor says implementations go live in 3-4 weeks.

Who is it for?

IT teams and internal service teams (HR, facilities, finance, legal) that need ITIL processes without ServiceNow-level cost, plus MSPs and software vendors that run customer support. Look elsewhere if you need a lightweight shared inbox for a team of three: the product is built around ITIL processes and a CMDB.

Pricing

• Single plan: $49-$99 per agent per month billed annually (GBP 35-75), with every feature included. The site does not say what sets the price within the range.
• End users and portal users: no license needed; only agents pay.
• Licensing: named, concurrent and pool licenses.
• Discounts: volume discounts from 15 agents, up to 40% off; 5% for education; 10% for registered charities.

Prices checked on 6 October 2026.

Strengths

• Incident, problem, change and service request management plus a CMDB sit in one product, so IT does not run separate tools for each process.
• Concurrent and pool licenses let shift-based teams pay for fewer seats than they have agents.
• Unlimited end users at no charge keeps cost tied to agent count, not company size.
• The site lists 600+ integrations and full API access, including Jira, Salesforce, HubSpot, WhatsApp, BambooHR and Microsoft Intune.
• Security certifications listed: SOC 2, ISO 27001, HIPAA and Cyber Essentials+.

What to consider

• The $49-$99 range has no stated rule; you need a quote to learn your per-agent price.
• ITIL depth means setup effort; the 3-4 week go-live is a vendor claim.
• Volume discounts start at 15 agents, so small teams pay near list price.
• The CRM module is a service-side add-on, not a sales CRM.

Bottom line

Shortlist Vivantio if you run ITIL processes and want per-agent pricing with free end users. Ask for a written per-agent quote at your team size before comparing it to ServiceNow or Freshservice.