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IT Service Management

Enterprise ITSM without the overhead

Full ITIL, CMDB, AI Assist and multi-department ESM — delivered by a dedicated consultant in weeks, not months.

  • Full ITIL — incident, change, problem
  • CMDB included, not tier-gated
  • Live in 3–4 weeks, every time
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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.

For customersAI AssistFor agentsAI EnrichFor managersAI Optimize
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Service Management
ITSM / ITILIncident, problem & changeAsset Management & CMDBVisibility of your estateAsset DiscoveryFind & map automaticallyKnowledge ManagementAnswers that scaleService CatalogStructured request formsService Level ManagementSLAs tracked, breaches caught
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AutomationTrigger work, end to endWorkflowStages, routing & approvalsCustomizationForms, fields & layoutsPersonalized WorkspaceRight info, right timeDigital Self ServiceDeflect tickets, delight usersBusiness Intelligence & ReportingDashboards from your dataCRMContext on every customer
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Monitoring

Rackspace Monitor

Rackspace Monitor is a monitoring and alerting software that helps service and support teams to track the health and availability of their cloud infrastructure and applications. Rackspace Monitor can help service and support teams to configure custom checks, set thresholds, and receive notifications.

Monitoring

Why Use Rackspace Monitor

Integrate alerts from Rackspace into your Vivantio system so that your service and support teams can monitor infrastructure and service alerts in real time and support your infrastructure platforms and services to your end users. Tickets can be linked to an alert in Rackspace so as the alert or issue in Rackspace progresses through its lifecycle the information is kept up to date in Vivantio and your support teams are working on the latest information as efficiently as possible. Link alerts to customers, callers or assets to get a holistic view of your incidents and keep track of trends against different objects in Vivantio.

  • Increase Efficiency — and Streamline operations to reduce the burden on your teams while increasing productivity.

  • Solve Faster — Solve Issues Faster with a 360 Degree view of infrastructure and service alerts from Rackspace.

  • Elevate Service — but providing all the information to your service and support teams that is relevant to the to your infrastructure and service delivery.

  • Improve Collaboration — between teams across Customer Service and Support, infrastructure and DevOps.

Functionality

Setting up a Web Method in Vivantio to receive the initial alert and updates to that alert allows you to seamlessly; create, update or close tickets that are linked to that alert in Rackspace. The calling of the Web Method can also trigger Vivantio business and escalation rules as required. All information can be stored in Vivantio’s core or customer fields and linked to assets or callers to provide the service and support team a full picture of the issue.