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 AIEvery service team has hard-won knowledge — how to resolve the recurring WiFi issue, what causes the application error, the steps for the fiddly password reset. That knowledge lives in heads and old email threads, not where it's useful. Vivantio's knowledge management makes it findable, reusable and available at the point of service.
Agent-facing and user-facing. One knowledge base, two audiences.
Service teams at leading organisations trust Vivantio
When resolution knowledge lives outside the service platform, it's invisible to new agents, unavailable at the point of service, and walks out the door when experienced staff leave.
Without knowledge management…
The recurring issue is handled from scratch for the tenth time this quarter
New agents learn by watching — and making the same early mistakes
Senior agent leaves and takes half the team's resolution capability with them
The best time to write a knowledge article is immediately after resolving the issue — when the solution is fresh and the steps are in front of you. Vivantio lets agents create an article directly from a resolution: click to create, pre-populate from resolution notes, refine and publish through the approval workflow. Knowledge capture becomes part of the resolution process, not an additional task.
Vivantio surfaces relevant knowledge articles in the agent workspace while a ticket is open — suggesting known-error resolutions, similar past tickets and related guides based on the ticket's subject and category. Agents don't need to switch to a separate search tool; suggestions appear contextually within the workspace, based on the ticket's subject and category. Used articles can be linked to the ticket for the audit trail and the resolution note.
Vivantio's knowledge base serves two audiences: agents resolving tickets and users looking to resolve issues themselves. The same article library powers the self-service portal, with visibility controls separating internal agent-only content from end-user-facing articles. As users type into the portal, relevant articles are suggested inline — deflecting tickets that could be self-served without the team ever knowing.
ITSM knowledge management is the practice of capturing, organising, and making available the knowledge that service teams need to resolve incidents, answer questions, and handle requests consistently. It encompasses agent-facing articles, user-facing self-service content, and the processes for keeping knowledge current. In ITIL terms, the Knowledge Management process supports all other ITSM processes by making verified solutions reusable.
A knowledge base contains articles — how-to guides, known error resolutions, troubleshooting steps — that help users or agents find answers. A service catalogue presents structured request forms for services the team delivers. Vivantio's self-service portal combines both: users can search the knowledge base for answers and browse the service catalogue for requests in the same place.
Vivantio makes it easy to create articles directly from resolved tickets — agents click to create an article from the resolution notes without switching context. Articles go through a configurable review workflow before publication. Review reminders flag stale articles for update. Article usage metrics show which articles are actually used, so maintenance effort focuses on high-value content.
Yes. Vivantio AI Assist can suggest relevant knowledge articles to agents while working a ticket — surfacing known-error resolutions and similar past tickets without the agent needing to search. AI Enrich can identify tickets that represent common patterns where a knowledge article would deflect future volume. The knowledge base is the foundation that makes AI suggestions accurate and useful.
We'll show you how Vivantio's knowledge management fits your team's resolution patterns and self-service goals — with a demo built around your service environment.
