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 teams run their service processes through a mix of emails, spreadsheets and tribal knowledge. It works — until someone is off sick, a new agent joins, or a request falls through a gap. Vivantio's workflow builder lets your admin team design how work moves through your service operation, and enforce it every time.
Configured by your admin team. No developer or vendor engagement required.
Service teams at leading organisations trust Vivantio
When service delivery depends on individuals knowing the right steps, the quality of that delivery varies with who is doing it. Onboarding a new agent takes weeks. An unusual request falls through a gap. A change that should have had three approvals only got one.
Without defined workflows…
New agent asks a senior colleague how to handle a complex change request
Emergency change skips a required approval — nobody realises until after deployment
Audit asks for the change approval log — it's in someone's inbox, not the ITSM tool
Every ticket type in Vivantio has its own configurable lifecycle — the stages, transitions and status labels that reflect how your team actually works. Stages are administrator-defined: you decide what "In Review", "Pending Customer" or "Awaiting Approval" means for each process, and what transitions are allowed between them. Workflow stages are displayed in a clear visual flow so agents always know where a ticket is in its lifecycle.
Vivantio routes tickets based on the values in the form: ticket type, category, priority, affected system, customer type or any custom field. Routing rules evaluate these conditions and assign the ticket to the correct queue, team or individual without manual intervention. For complex service requests that span multiple teams, work can be split into parallel tracks that each team fulfils independently.
Vivantio approval workflows sit within any stage of the service lifecycle. Sequential, parallel and role-based approval chains are all supported. Each step has a configurable time limit — if an approver doesn't respond within the window, the step auto-escalates to a backup approver or supervisor. Approvals are accessible from the agent workspace and by email, so external stakeholders don't need a Vivantio account to participate in the process.
Workflow management in ITSM is the ability to define, deploy and track the exact sequence of steps a ticket or request must follow from open to resolved. A workflow specifies who does what, in which order, with what approvals, and what happens at each transition. Vivantio allows admin teams to configure multi-stage workflows — including conditional branching, approval chains and parallel tracks — without requiring developer involvement.
Workflows define the lifecycle stages and transitions a ticket moves through — the structure of how work progresses. Automation handles what happens at each point in that journey: routing the ticket, sending a notification, triggering a task or escalating to a supervisor. In Vivantio, workflows and automation work together: the workflow defines the path, and automation handles the handoffs.
Yes. Vivantio supports approval gates within any workflow stage. Approval steps can be sequential (one approver at a time) or parallel (multiple approvers simultaneously). Each step has a configurable time limit — if an approver does not respond within the defined window, the step escalates automatically. Approvers can respond via the agent workspace or email.
Yes. Vivantio assigns workflows at the ticket type level — so incidents, service requests, change requests and problems each follow their own lifecycle. Within a ticket type, the workflow can further vary based on priority, category or other attributes. A P1 incident can follow a different escalation path to a P4, and a standard change can have a lighter approval requirement than an emergency change.
We'll show you how Vivantio's workflow builder maps to your current processes — and what it takes to configure the first workflow your team will actually use.
