Vivantio

Vivantio

Vivantio ITSM is Service Management software designed to streamline, automate and improve the efforts of separate service teams across entire organisations. Departments served include IT, HR, Finance, Facilities Management, Customer Services and any other group that serves either internal employees or external customers, plus Managed Service Providers.

Features

  • Unlimited configurable ticket types
  • Incident, problem & change management
  • Client, asset, knowledge & task management
  • Automation - ticket triggers, escalation and routing
  • Unlimited configurable customer portals
  • Mobile-friendly
  • Full roles and permissions configuration
  • Extensive report builder and customisable dashboards
  • Chat & surveys
  • Full API and included out-of-the-box integrations

Benefits

  • Extend service management best practices beyond IT
  • Configure custom views for different teams or users
  • Improve responsiveness with trigger and escalation rules
  • Streamline recurring activities with automation
  • Capture relevant information and reduce back-and-forth with self-service
  • Maximize productivity with tasks and ticket routing
  • Embrace codeless configuration and cut down time to launch
  • Reduce costs with flexible licensing and volume discounts

Pricing

£242 to £576 per licence per year

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

9 9 7 5 8 1 5 2 8 7 6 7 2 7 3

Contact

Vivantio

Vivantio Sales

01934424840

info@vivantio.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Vivantio is fully supported on all modern browsers but some of the supplementary integration tools require Microsoft Windows OS.

Updates to the Vivantio Platform are performed regularly with no disruption and customers are always on the latest version.
Maintenance windows are communicated with at least 2 weeks notice and conducted on a Saturday evening between 23:00-23:59.
System requirements
Supported Web Browser: IE11+, Microsoft Edge, Chrome, Firefox, or Safari

User support

Email or online ticketing support
Email or online ticketing
Support response times
All support is included in the core subscription costs.

P1 - An unplanned incident causing loss of service to multiple departments and locations - 30 mins - 1 hour
P2 - Organisation or individual affected by reduced functionality causing disruption to the completion of critical business tasks - 1 hour - 8 hours
P3 - Organisation or individual affected by reduced functionality not causing disruption to the completion of critical business tasks - 2 hours - 16 hours

Customers will have a dedicated Customer Success Manager to help with the ongoing relationship with Vivantio and as a first escalation step.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
All support is included in the core subscription costs.

P1 - An unplanned incident causing loss of service to multiple departments and locations - 30 mins - 1 hour
P2 - Organisation or individual affected by reduced functionality causing disruption to the completion of critical business tasks - 1 hour - 8 hours
P3 - Organisation or individual affected by reduced functionality not causing disruption to the completion of critical business tasks - 2 hours - 16 hours

Customers will have a dedicated Customer Success Manager to help with the ongoing relationship with Vivantio and as a first escalation step.

There is additional professional services available to purchase for training, consultancy, configuration outside normal support requirements.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Vivantio offers a broad range of onboarding services from remote training, consultancy and configuration services that can also be conducted onsite as well as user documentation. Our implementation team will assist the customer to get up and running in the most efficient and appropriate way to meet their requirements.

Vivantio does not outsource any onboarding to third parties and all services days are delivered by the highly experienced and trained Vivantio Implementation team.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Videos
End-of-contract data extraction
Data can be extracted from the Vivantio Platform at any time by the customer via the built in reports, custom reports built by the Vivantio Report Builder tool or a scheduled download of data via the Vivantio Integrated Services Component (ISC). These are all tools built into the Vivantio Platform to allow customers to download, query and report on data as required.

There may be times when a customer would like a complete dump of data from the Vivantio Platform for compliance reasons or when a customer terminates their contract and they would like a complete backup of their system. Customers can request this from Vivantio.
End-of-contract process
The price of the contract covers the subscription of licenses and any additional services purchased for the duration of the contract.

At the end of the contract Vivantio will securely delete the customers' data held on the Vivantio Platform 30 days after termination.

Customers can request a complete dump of data that is held within the Vivantio Platform.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Due to the responsive design of Vivantio ITSM it is available on both desktops and mobiles within a browser.
Service interface
No
API
Yes
What users can and can't do using the API
At Vivantio we understand that every customer’s requirements are different. Integrating and collaborating information from other systems outside Vivantio is often essential. Whether it is in an effort to provide system users with a consolidated set of data, or in order to pass information to other specialist platforms, Vivantio has a number of tools to enable customers to synchronize and integrate with their data.

The Vivantio API itself is provided as a suite of JSON/XML Web Services. The API follows an RPC model, with the API methods available corresponding to the core processes within Vivantio.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The main application can be configured by the customer without any coding to fully meet business requirements not only for IT but also for other line of business areas such as, but not limited to: HR, Payroll, Finance, Facilities. The Self Service Portal that the customers' end users access can be completely customized easily in terms of appearance and functionality without any coding or having to rely on Vivantio to make changes.

Scaling

Independence of resources
The Vivantio Platform is configured on High Availability infrastructure to minimise any downtime to customers.

The platform is monitored 24x7x365 in real time, alerts are configured for exceeding of performance metrics thresholds. These performance alerts are reviewed and acted on within enough contingency and proactively to ensure that users aren't affected by the demand of other users.

The whole Vivantio Platform is audited and reviewed on a regular basis to ensure optimal performance and capacity.

Analytics

Service usage metrics
Yes
Metrics types
Vivantio's customers can report on service usage within the Vivantio Platform based on users' last logon dates and times and usage within the system.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Data can be extracted from the Vivantio Platform at any time by the customer via the built in reports, custom reports built by the Vivantio Report Builder tool or a scheduled download of data via the Vivantio Integrated Services Component (ISC). These are all tools built into the Vivantio Platform to allow customers to download, query and report on data and they available to customers at no charge as part of their subscription.
Data export formats
  • CSV
  • Other
Other data export formats
  • Xls
  • Xlsx
  • Pdf
  • Png
  • Txt
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Vivantio provides availability targets of a minimum 99.5% uptime over a 12 month period. The Vivantio Platform has never dropped below this and is consistently above 99.95% uptime over the last 10 years.
Approach to resilience
Vivantio works with a leading Data Centre provider, Rackspace, to provide Vivantio with a reliable, secure and high availability hosting platform to deliver its ITSM solutions via the cloud to customers all over the world.

By combining Rackspace’s global delivery capabilities and the platform’s virtualization technology, this solution has the ability to easily scale and grow as Vivantio expands globally and allowing us to support our customers as they grow their own businesses.
Outage reporting
Public Dashboard - http://status.vivantio.com
Email Alerts to all Administrators of the Vivantio customer systems.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Vivantio only access customers' data to support their use of the Vivantio Platform. Access to the Vivantio Platform for management and support is only allowed over secure VPN from one of Vivantio's offices. Access is given on a need to know and least privilege basis and regularly reviewed and tightly controlled.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials Plus
  • IASME Gold Audit
  • Data Centers used are all ISO27001
  • Data Centers used are all ISO9001
  • Data Centers used are all ISO14001
  • Data Centers used are all OHSAS18001
  • Data Centers used are all SOC
  • Data Centers used are all PCI

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Cyber Essentials Plus
IASME Gold Audit (Independent 3rd Party Audit)
ISO27001 Data Centres
Information security policies and processes
Vivantio basis it's Information Security Management System on ISO27001 and is independently audited to the IASME Gold Standard.

This includes an overriding Information Security Policy supported by policies around; Business Continuity, Disaster Recovery, High Availability, Information Classification and Handling, Access Control, Physical and Environment Security, Employee Ethics, Conduct and Responsibilities, Technical Controls, Development, Outsourcing and Third Party Access, Incident Management and any specific regulations such as GDPR

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes planned, standard or emergency go through Vivantio's change management process of; review and authorisation, impact assessment, security assessment, rollback plans and release control.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Vivantio performs annual risks assessment reviews across the business or as needed due to changes in the company or legal requirements.
Annually the Vivantio Platform is subject to a full Penetration Test commissioned by an independent third party. Monthly the Vivantio application is vulnerability tested and so is the Vivantio network perimeter. Monthly audits are conducted of the Vivantio Platform and Microsoft and other vendor Patches are enforced according to Vivantio's Patch Management Policy.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Vivantio operates a central log management platform with real time alerts for any abnormal or suspicious activity. Perimeter firewalls of the Vivantio Platform are managed and monitored 24x7. Responses to security incidents are in line with Vivantio's Incident Management Process.
Incident management type
Supplier-defined controls
Incident management approach
As per Vivantio's Information Security Incident Management policy:

• Incidents which are detected are reported in a timely manner
• Incidents are properly investigated and handled efficiently and effectively
• Incidents are communicated appropriately and appropriate levels of Vivantio’s management are involved in the response
• The impact of an incident is minimized and action is taken to prevent further damage
• Incidents are reviewed to enable improvements to be made to policies and procedures
• Evidence is gathered, recorded and maintained appropriately
• Incidents are recorded and documented
• External bodies or data subjects are informed as required

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£242 to £576 per licence per year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Vivantio provides a free trial for testing purposes, including free consultancy time with a product expert to ensure that the trial system is pre-configured to meet the demands of your organisation's testing criteria.

Free trials generally last 14 days, though time period may depend upon your specific testing needs.

Service documents

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