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 AIFreshservice is a capable ITSM platform — but enterprise teams consistently hit the same ceiling: CMDB on Pro only, AI on higher tiers, ESM via add-on modules. Vivantio gives every team the full platform from day one, with no tier to upgrade to.
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Three reasons enterprise teams start looking beyond Freshservice.
Configuration management is a core ITSM capability, not a premium add-on. Freshservice gates the CMDB to Pro tier and above — meaning teams on lower plans run ITSM without configuration management.
When HR or facilities want to join the service platform, Freshservice's answer is additional module purchases. Enterprise service management breadth comes with a compounding cost structure.
Four tiers, AI add-ons, ESM modules and support tier upgrades — Freshservice's total cost of ownership at enterprise scale is rarely the headline per-agent number.
How Vivantio and Freshservice compare for enterprise IT service teams — focused on what's included versus what requires a higher tier or add-on module.
| Comparison |   | Freshservice |
|---|---|---|
| Feature access What is included from day one | Every feature from day one CMDB, AI Assist, advanced automation and ESM — all included on every deployment. Nothing gated by tier. | Tiered by plan Freshservice has four tiers; CMDB and AI are available on Pro and Enterprise plans only — lower tiers have limited capabilities. |
| CMDB Configuration management database | Built-in CMDB, no tier required Full CMDB with CI relationships, asset lifecycle and configuration management — available from day one on every plan. | Pro tier and above only Freshservice CMDB is available on Pro plan and above. Starter and Growth plans have basic asset tracking only. |
| Enterprise service management Multi-department service delivery | Multi-department ESM, one licence pool IT, HR, facilities and more on one platform — separate portals and SLAs per department, shared concurrent licences. | ESM via additional modules Freshservice offers ESM but multi-department service management across the platform requires additional module purchases beyond the base ITSM licence. |
| AI capabilities Built-in AI features | AI Assist — built-in, no extra cost AI-suggested resolutions, smart ticket classification and intelligent routing — included on every Vivantio deployment. | Freddy AI on higher tiers Freshservice's Freddy AI is available but advanced AI capabilities are tied to higher pricing tiers. |
| Support model Who you reach when you need help | Named CSM, in-house team A customer success manager who knows your deployment — not a tiered support queue. | Tiered support; CSM on Enterprise Dedicated customer success management is available on the Enterprise plan; lower tiers have standard support. |
| Price transparency How you find out what it costs | Published band, one quote Transparent per-agent price range published. One quote — no tier negotiation, no module add-ons. | Four tiers + module add-ons Freshservice base tiers plus ESM modules, AI tier and add-ons compound; enterprise total cost of ownership is higher than the per-agent base suggests. |
Comparison reflects publicly available information and is intended as a general guide. Freshservice is a trademark of its respective owner. Information was accurate at time of publication; some details may differ by edition, contract, or configuration.
Your dedicated consultant owns every milestone. CMDB, AI, ESM — all configured at go-live.
Existing SLA tiers, categories, automations and open tickets mapped and migrated — your team keeps working without interruption.
CMDB configuration and AI Assist are set up during implementation — you don't unlock them later, they're there on day one.
Your customer success manager is assigned at kickoff and stays with you throughout the relationship — not gated to the Enterprise plan.
"We'd been on Freshservice Pro paying for CMDB but not fully using it. With Vivantio it was configured and live from day one — and we weren't paying extra for AI on top."
Yes. Vivantio covers the full enterprise ITSM and ESM stack with all features included from day one regardless of plan. Freshservice gates CMDB and AI (Freddy) to higher pricing tiers; Vivantio doesn't. For enterprise teams that need the full platform without tier negotiation, Vivantio is a strong alternative.
Freshservice gates CMDB to its Pro tier and above, and AI features (Freddy AI) to higher plans. ESM across departments requires additional module fees. Vivantio includes CMDB, AI Assist, advanced automation and multi-department ESM on every deployment — no tier to upgrade to unlock them.
Vivantio's enterprise service management is a core platform capability — IT, HR, facilities and other departments each with their own portal, SLAs and team on a single platform with a shared concurrent licence pool. In Freshservice, ESM across departments requires additional module purchases. Vivantio includes it from day one.
Vivantio AI Assist is built into the platform at no additional cost — covering AI-suggested resolutions, smart ticket classification, article recommendations and intelligent routing. Freshservice's Freddy AI advanced capabilities are tied to higher pricing tiers.
Most migrations complete in three to four weeks. Vivantio's implementation team maps your existing processes, SLA tiers and automations, migrates open tickets and configures ITIL processes, CMDB and ESM modules around how your team works.
Freshservice has four pricing tiers with CMDB, AI and advanced automations gated to higher plans; ESM modules add additional cost. Vivantio publishes a transparent per-agent price band with every feature included — no tier negotiation, no module add-ons. See our pricing page.
CMDB, AI Assist and enterprise service management included from day one. Get a quote within one business day.
