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 AIMost ITSM platforms give you a rigid template and charge a consultant every time you need to change it. Vivantio's admin toolset gives your team direct control over every form, field, layout and workspace — so the platform works the way your team works, not the other way around.
No engineering resource required. Full admin control, out of the box.
Service teams at leading organisations trust Vivantio
A platform that doesn't fit your process creates a second process: the workaround. Fields that don't exist, layouts that show the wrong things, forms that ask the wrong questions. The result is a platform that agents tolerate rather than rely on.
When you can't configure freely…
HR team needs a "contract type" field — it doesn't exist. They add it to the notes field instead.
Agent workspace shows 12 panels — agents need 4. Visual noise slows every interaction.
Small form change needs a professional services engagement. Three-week wait, $3,000 bill.
Vivantio gives administrators full control over the fields on every request and ticket form. Create custom fields of any type — text, dropdown, date, numeric, checkbox, multi-select — and place them exactly where they belong in the form. Conditional field visibility means fields appear only when relevant, keeping forms clean without sacrificing depth. Different ticket types carry different forms, so an IT incident form looks nothing like an HR request form.
Vivantio's Layout Manager is a visual drag-and-drop interface that gives administrators control over what agents see when they open a ticket. Panels — customer context, SLA status, related assets, communication history, custom fields, linked records — can be positioned, resized or hidden per ticket type. Reduce the visual noise on a simple service request; surface everything relevant on a complex change. Layouts can differ by team, so IT agents and HR agents each see a workspace suited to their work.
Vivantio agents can build personal queues with exactly the columns, filters and sort orders that match how they work. A first-line agent's queue looks different from a change manager's — and that's by design. Saved views persist across sessions and can be shared across a team for consistency. Admins can publish shared queues as defaults for new agents, giving everyone a sensible starting point without locking them in.
Everything described above — forms, fields, layouts, queues, workflows — is configured directly in the Vivantio admin interface. No code. No professional services engagement. No support ticket to the vendor. Your admin team owns the platform's configuration and can make changes that take effect immediately. When a new team onboards, when a process changes, or when an agent asks for a different view, the answer isn't "log a ticket with the vendor". It's "done in five minutes".
Highly configurable. Vivantio's admin toolset gives your team control over custom ticket types, custom fields, form layouts, conditional field visibility, custom statuses and workflow stages, queue configuration, and agent workspace layouts. All configuration is done through the admin interface — no code, no vendor engagement, no support ticket required. Changes take effect immediately.
The Layout Manager is a visual drag-and-drop interface that lets administrators control what information agents see when they open a ticket. Panels — for customer details, SLA status, related assets, communication history, custom fields and more — can be repositioned, hidden or resized per ticket type. This reduces visual noise and ensures agents have what they need for the record they're working on.
Yes. Vivantio supports different ticket types with different forms, fields, layouts and workflows per team or service line. An IT team and an HR team can each have their own ticket types with purpose-built request forms, distinct field sets and separate workflows — all managed from the same platform, without one team's configuration affecting another.
Yes. Beyond the admin-level layout configuration, individual agents can customise their own workspace — creating personal queues with the filters, columns and sort orders that match their workflow, building saved views that persist across sessions, and setting up dashboards with the widgets most relevant to their role. Admin-defined layouts set the baseline; agents personalise within that structure.
We'll show you how Vivantio's configuration tools map to your current process — and how quickly your admin team can get the platform to fit without external help.
