Vivantio

What Vivantio does

Vivantio is a private software company that provides a cloud-based unified service management (USM) platform serving IT service management (ITSM), customer service management, and enterprise service management (ESM) use cases. The company was founded in 2003 and is headquartered in Redwood City, California, with UK operations based in Bristol and a Boston office; it sells primarily to mid-market and enterprise buyers in the Americas, EMEA, and (newly) Asia-Pacific. The platform is built on a configuration-first, no-code architecture that allows operational teams to adapt workflows, forms, fields, and permissions without code or consultants, and all features are available without pricing-tier gatekeeping.

The platform's underlying technology includes a workflow and automation engine, an asset and configuration management database (CMDB), a knowledge management system, CRM and contracts capabilities, digital self-service portals, and business intelligence tooling. AI is embedded as three proprietary modules — AI Assist (knowledge retrieval from existing KB and service history), AI Enrich (ticket summarization, sentiment detection, and suggested responses), and AI Evolve (trend analysis and operational recommendations). FLEXBridge, Vivantio's proprietary integration layer, supports 600+ pre-built connectors alongside webhooks and REST API. The platform is offered with SOC 2 Type II, ISO 27001, HIPAA, and Cyber Essentials Plus compliance.

Vivantio operates a SaaS subscription model priced at $49–$99 per agent per month billed annually, with named or concurrent licensing, volume discounts up to 40%, and dedicated customer success management. Distribution is hybrid: direct enterprise field sales for larger deployments (500+ users with multi-year contracts), inside sales for mid-market, and digital self-serve evaluation (tours and demos) feeding inbound. The company markets specialized solutions for MSPs/TSPs, ISVs, HR, Facilities, Finance & Legal, and GRC buyers in addition to its core ITSM and customer service offerings. In March 2026, Vivantio received a majority investment from Oakman, a private investment firm specializing in software businesses, with proceeds earmarked for AI product innovation, go-to-market expansion, and global scaling.

Name

Vivantio

Legal name

Vivantio Holdings Inc

Website

http://www.vivantio.com

Company type

Private

Founded year

2003

Operating status

Operating

Headcount range

11–50 employees

Short description

Vivantio is a private software company providing a cloud-based unified service management platform with ITSM, customer service, and ESM capabilities for mid-market and enterprise buyers, featuring integrated AI tools and 600+ integrations.

Ownership category

akta.pro rank

Product category

IT Service Management Software

NAICS

Computer Systems Design and Related Services (54151)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Enterprise Service Management (ESM) Platforms (HDAEALAB)

akta.pro secondary industries

Enterprise Case Management & Request Fulfillment Platforms (HDAEALAJ), IT Knowledge Management & Service Desk Platforms (HDAEALAH), HR Service Delivery, Case Management & Employee Self-Service (BPACAPAL)

Keywords

• IT service management
• Customer service software
• Enterprise service management
• Help desk platform
• ITIL-aligned ITSM

Headquarters

HQ city

Boston

HQ country

United States

HQ region

North America

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations

Revenue model

1. Subscription Licensing: Vivantio operates on a subscription (SaaS) model. Pricing is per-agent per-month (named or concurrent licenses), billed annually. Volume discounts are available starting at 15 users, rising to 40% for larger deployments. Educational institutions receive 5% discounts and non-profits receive 10% discounts. Enterprise licenses are available for teams over 500 users. Customers/end users accessing self-service portals do not require a license.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels9 records

Core offering

Vivantio sells a cloud-based Unified Service Management (USM) SaaS platform that enables mid-market and enterprise organizations to run IT Service Management (ITSM), Customer Service Management, and Enterprise Service Management (ESM) workflows on a single no-code-configurable instance. The platform combines ITIL V4-aligned processes, AI-assisted agent and self-service capabilities, CMDB and asset management, and the FLEXBridge integration layer to centralize service delivery across IT, customer support, HR, facilities, finance, legal, and operations teams.

Product overview

Vivantio offers a unified service management platform architecture comprising a core platform with integrated AI-powered capabilities. The main products include IT Service Management (ITSM) for enterprise IT teams, Customer Service Management for customer-facing support teams, and Enterprise Service Management (ESM) for cross-organizational service delivery. These core offerings are complemented by specialized solutions for Technology Service Providers/MSPs, Independent Software Vendors (ISVs), HR Service Management, Facilities Management, Finance and Legal, and Governance Risk and Compliance (GRC). The platform includes feature modules for AI assistance (AI Assist, AI Enrich, AI Evolve), Personalized Workspaces, Automation workflows, Asset Management with CMDB, Business Intelligence and Reporting, Knowledge Management, Digital Self Service portals, CRM capabilities, and Asset Discovery. The FLEXBridge integration platform enables connections to 600+ third-party tools. All features are available out-of-the-box with no feature gating by pricing tier, and the platform supports flexible licensing with named and concurrent license options.

Differentiator

Problem solved

Functional benefit

Brands

• FLEXBridge: An integrations platform that facilitates connections between Vivantio's Unified Service Platform and other business applications.

Products and services

• IT Service Management (ITSM) Enterprise ITSM solution providing ITIL V4-aligned incident, problem, change, and service request management with configurable workflows, SLA management, asset and CMDB capabilities, and self-service portals for IT teams at mid-market and enterprise organizations.
• Customer Service Management AI-enabled customer support solution that scales with organizations, providing CRM and contracts management, personalized workspaces, omnichannel support, knowledge management, and AI-driven case resolution for customer service teams.
• Enterprise Service Management (ESM) Cross-functional service platform that centralizes service delivery across the entire organization, providing IT, customer service, HR, facilities, finance, and legal teams with shared workflows, visibility, and control while allowing each team to configure its own processes.
• Technology and Service Providers Solution Service management solution tailored for Managed Service Providers (MSPs) and Technology Service Providers (TSPs), supporting multi-customer SLA management, asset discovery, preventive maintenance, and high-volume help desk workflows across client accounts.
• Independent Software Vendors (ISV) Solution Customer support solution for software vendors, providing business-unit-based multi-department management, custom workflows, and AI-driven assistance to deliver rapid, seamless support experiences that elevate product brand and reduce churn.
• HR Service Management Employee help desk and HR case management software that streamlines request management, standardizes HR processes, and enhances employee experience through self-service portals, onboarding workflows, and policy management.
• Facilities Service Management Facilities management solution providing work order management, preventive maintenance, vendor coordination, space reservations, and asset maintenance for facility operations across multiple locations.
• Finance and Legal Service Management Service management solution for finance and legal departments that streamlines workflows, automates repetitive tasks, centralizes documentation, and surfaces compliance and performance insights for invoice processing, contract review, and regulatory tracking.
• Governance, Risk and Compliance (GRC) Service Management GRC issue tracking and security incident response management solution that empowers governance, risk, and compliance departments to proactively address challenges, manage audit trails, mitigate risks, and maintain regulatory compliance.
• FLEXBridge Integration Platform Vivantio's proprietary integration platform that connects the Unified Service Management platform to 600+ third-party business applications through out-of-the-box connectors, low/no-code webhooks, webMethods, and a REST API for custom middleware.

Quantifiable outcome

• DriveTime processed ~125,000 incidents per year with no staff increase after implementing Vivantio, growing from 50 to 250 tickets/day.
• +5 more outcomes

Named customers14 records

Segments9 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration26 records

AI capability8 records

Feature14 records

Partnerships

Two partnerships are on record, tiered core and minor.

• LansweepercoreTechnology or IntegrationLansweeper is an IT asset management and discovery software that integrates with Vivantio's Service Management platform. The partnership enables automated asset discovery and inventory management, combining Lansweeper's device scanning capabilities with Vivantio's service management workflows. Vivantio and Lansweeper have co-hosted webinars on the integration.
• DigitoWorkminorChannel Partner/ Reseller/ DistributorDigitoWork and Vivantio entered into a strategic partnership to expand Vivantio's award-winning service management solutions into India. DigitoWork acts as a market-leading partner for India, reselling and distributing Vivantio's platform in that geographic market.

Scale indicators6 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Freshworks (Freshdesk): Mid-market customer service and ITSM vendor explicitly named in Vivantio's competitive comparison pages. Competes on similar per-agent SaaS pricing and breadth of service management features.
• ServiceNow: Dominant enterprise ITSM/ESM platform that competes directly with Vivantio in IT service management, customer service, and cross-department service management. Vivantio explicitly compares itself to ServiceNow on its compare pages as a lighter-weight alternative.
• Zendesk: Leading customer service management platform directly named in Vivantio's competitive comparison content. Overlaps on customer service ticketing, knowledge management, and self-service portals that Vivantio offers.
• BMC Helix: Enterprise ITSM platform with ITIL-aligned service management, multi-cloud deployment, and cognitive automation. Directly competes with Vivantio for mid-market and enterprise ITSM deals.
• ManageEngine (Zoho): Mid-market ITSM and service desk suite mentioned in Vivantio's integration ecosystem. Competes on per-agent pricing, ITIL framework support, and broad IT management feature set.
• Hornbill: UK-headquartered ITSM/ESM platform with similar mid-market positioning and ITIL V4 alignment. Closely comparable on geography, customer segment, and product breadth as a Vivantio alternative.
• Atlassian (Jira Service Management): ITSM offering within the Atlassian ecosystem targeting IT and operations teams. Overlaps with Vivantio on incident, problem, change management, and asset/CMDB capabilities.
• SysAid: Mid-market ITSM platform with embedded AI for service management. Directly comparable in target segment, per-agent SaaS pricing, and feature breadth.
• SolarWinds Service Desk: Mid-market ITSM platform with asset management, ticketing, and change management. Competes with Vivantio on per-agent pricing and ITIL-aligned workflows for IT and operations teams.

Broad incumbents

• Salesforce Service Cloud: Customer service platform within Salesforce's broader CRM ecosystem. Overlaps with Vivantio's customer service management capabilities but bundles service management into a much wider suite.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/vivantio

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Vivantio