VIVANTIO LIMITED

Vivantio

Vivantio is flexible, configurable service management software that meets the demands of any service team across an entire organisation.

Features

• Centralised platform for internal (ITSM/ESM) and external (CRM/CSM) service management
• Fully integrates with core business systems through our FLEXBridge technology
• Comprehensive workflow and business rules engine to automate processes
• Comprehensive performance dashboards, reports and analytics
• ITIL aligned: Incident, Problem, Change, Service Requests, Service Catalogue, CMDB
• Task management assignments in and outside organisation
• Single or multiple Service Level Agreements with milestones
• Modern, codeless interface focusing on configuration, not customisation
• Single solution for multiple departments with powerful roles and permissions
• Multiple branded self-service portals and omni-channel support with integrated knowledge-base

Benefits

• 360 customer view enables faster resolution with continual improvement insights
• Collaboration on case data improves customer experience company-wide
• Automate process to improve service and operational efficiencies
• Reporting and analytics determine further service improvements
• ITIL based frameworks levers best practice methodology across all departments
• Task management process efficiency in and outside organisation
• SLA configurability means you’ll never miss a deadline
• Configuration enables rapid benefit and reduces support cost
• Multiple Teams multiply ROI expanding automation benefits
• Reduce workload by streamline business processes through self-service technology

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@vivantio.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

424851710911274

Contact

Vivantio Sales
01934424840
info@vivantio.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Planned maintenance is scheduled with at least 2 weeks notice and typically on a Saturday between 23:00-23:59 GMT
• System requirements: All modern web browsers are supported

User support

• Email or online ticketing support: Yes
• Support response times: Target response times: ; P1 - an unplanned incident causing loss of service to multiple departments and locations - 30 minutes; P2 - organisation or individual affected by reduced functionality causing disruption to the completion of critical business tasks - 1 hour; P3 - Organisation or individual affected by reduced functionality not causing disruption to the completion of critical tasks - 2 hours; Non-critical request or question - 1 working day; Service delivery - installations or changes that are chargeable requests (incl Professional Service not relating to any fault) - 2 working days
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Vivantio support is an inclusive aspect of the Vivantio service. The support desk team take ownership of customer queries from initial receipt through to resolution. The support analysts offer query triage through to tier 2 support. Tier 3 support is offered by the Vivantio Senior Support Analyst role which handles escalated, complex queries. ; The support team are contactable via phone, email and tickets via the self service portal. The Vivantio support team are happy to interact with the customer via phone or ticket, or they can arrange remote sessions with the customer to gain a deeper understanding of any specific query. Furthermore, Vivantio have a team of Software Engineers who work alongside their colleagues to offer enhanced support where required. System development requests which are bespoke to a customer would be assessed by the Vivantio teams and quoted accordingly.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Vivantio assign an Implementation Consultant to work with the customer throughout the onboarding process. Vivantio will support the configuration of the system - assist with business rules, integration, workflows, reports and self service design & build. Vivantio will provide; the customer with training and support the system go-live. Vivantio handles all implementation and training in-house - these important steps of the onboarding are never outsourced. The Implementation Consultant will work via remote sessions, ensuring the sessions are flexible and adapted to the users learnings needs. The training sessions can be recorded for future reference/training purposes for the customer. The Vivantio Consultant ensures all customers have access to supporting documentation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• 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 and they available to customers at no charge as part of their subscription. 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 but due to the work involved in supplying this data in a useable way, this is a chargeable service.
• End-of-contract process: To terminate the contract the client must notify Vivantio in writing 30 days ahead of the contract renewal date. If the contract is not renewed the client will no longer have access to the Vivantio Platform. Following the date of termination the Customer Data will be kept for a period of 30 days, following which it will be permanently deleted. The client has the option to discuss data extraction options with their Customer Success Manager ahead of the contract end. A complete data extract /back up of the system is a chargeable service.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: In relation to Vivantio online documentation; Vivantio know that it is important for all Vivantio services to follow Web Content Accessibility Guidelines (WCAG 2.1) so that they are accessible for people with disabilities, and we are mindful that all our development should be guided by the keyprinciples of Perceivability, Operability, Understandability and Robustness. With all ongoing and future development. Vivantio are committed to building an accessible frontend and testing for compatibility across different web browsers and devices. We want as many people as possible to be able to use the online doucmentation by enabling users to, for example: Zoom in up to 300% without the text spilling off the screen. Navigate around the system using just the keyboard. listen to most of the pages be read aloud using a screen reader. Understand the text used throughout the system by using clear language and localization options.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Same service but with a responsive mobile design to the web application
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface compromises several websites that are secured according to a range of options to suit the customer's requirements.
• Accessibility standards: None or don’t know
• Description of accessibility: Vivantio are commited to building an accessible system that follows Web Content Accessibility Guidelines to ensure the system is accessible for people with disabilities, and are mindful that all development should be guided by the key principles of Perceivability, Operability, Understandability and Robustness. Ongoing and future development will ensure users can: ; Zoom in up to 300% without the text spilling off the screen.; Navigate around the system using just the keyboard.; Listen to most of the pages be read aloud using a screen reader.; Understand the text used throughout the system by using clear language and localization options.
• Accessibility testing: As we work with customers on accessibility standards and requirements, like all development of the Vivantio platform, we work closely with users and extensively test to ensure we are delivering and meeting the specific requirements of those customers.
• API: Yes
• What users can and can't do using the API: The Vivantio platform is underpinned by an API that can be utilised by Vivantio customers to develop custom integrations with third party and existing inhouse solutions.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Vivantio platform allows users to configure the sytem for their own requirements and needs. The highly configurable interface allows administrators to provide a highly effective efficient user interface for their users and end users.

Scaling

• Independence of resources: The Vivantio Platform is a multi-tenant software as a service (SaaS) solution with all the benefits that Saas provides for customers. However for manageability, security and performance each customer's datals stored in separate databases. Capacity and performance levels are monitored in real time and thresholds are built into capacity; planning to ensure there is always contingency resources available to all customers.

Analytics

• Service usage metrics: Yes
• Metrics types: To ensure customers can have access to service usage metrics which are meaningful to them, Vivantio provide several key options which will be trained to the customer during the implementation phase as appropriate. The options include: a catalogue of commonly used reports, already created for easy access. Functionality to create bespoke reports using the Vivantio Report Builder. Accessing metrics via Power BI.; ; Additionally, the implementation can create the customers' regular reports during the implementation phase or at a later date, the Professional Services Consultant can create reports or support the customer to do so.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Vivantio offer a wide range of methods to enable customers to export data from the system with no additional Vivantio intervention. Vivantio will ensure all required methods are trained to the system administrator(s) during the Implementation process. Options include use of 'Search'or 'Queues and Tabs' - both to CSV, Dashboards• raw data to CSV, Stock reports, Report Catalogue, Report Builder- each to open text format/PDF/CSV, plus, ISC or API -to local SQL database.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Scheduled data exports to local databases
  • Vivantio reporting tool
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • API connections
  • Local database sources
  • Integrations with third party software

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Vivantio targets a 24x7 availability of 99.95% and reports on this to customers. Vivantio is happy to review with customers specific availability requirements as required.
• Approach to resilience: Vivantio has built the Vivantio Platform with no single point of failure and utilises the latest cloud technology provided through Microsoft Azure to provide as much resilience and availability to our customers. We are always happy to share and review our platform architecture with customers.
• Outage reporting: Vivantio encourges all customers to follow the incident status page to receive notifications of any outages or issues.The page is updated on a regular basis throughout anyincident• https://status.vivantio.com. Vivantio will also contact key contacts via email or phone for any major outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: We restrict access to management interfaces (admin/configuration consoles, cloud control planes, monitoring, CI/CD, and databases) and support channels (ticketing, email, phone/video, and remote sessions) using a layered “defence in depth” approach:
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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 contact the support team to get 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: SOC 2 Type II; Cyber Essentials Plus (IASME)
• Information security policies and processes: Vivantio has a range of policies within our Information Security Management System (ISMS). This is based on the IS027001 framework and reviewed annually or as required. Requirements around Vivantio's ISMS are reported to Vivantio's senior leadership team and communicated to all staff through training and failure to follow these polices can lead to disciplinary action. All Vivantio UK employment contracts include clauses around Vivantio's information security policies.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Vivantio employs a strict change control processes for all systems. These changes are authorised by a senior member of staff after a full review and impact of the proposed change. The impact assessment is based on security, performance and capacity considerations.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All Vivantio platform servers comply with the Vivantio patch management policy. On a monthly basis an inventory of missing patches are identified and this will be signed off by Vivantio's change advisory board and a maintenance window will be scheduled in to apply all relevant patches.For critical patches this is within 14 days of release. The Vivantio Platform is scanned for vulnerabilities on a weekly basis and in real time for emerging threats. Threat & Vulnerability Management systems are used to highlight recommendations and monitor the compliance of Vivantio systems.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All Vivantio systems' logs are collected, monitored and retained centrally and integrated with a Security Information and Event Management (SIEM) system to proactively monitor, manage potential issues and compromises. This is then integrated into Vivantio's Incident Management Policy in terms of handling those alerts and incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: Vivantio recognizes the importance of, and is committed to, effective information security incident management. 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. 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. External bodies or data subjects are informed as required
• Post-quantum cryptography secure: No

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

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A free trial is offered to assess platform suitability. The platform available is fully featured and the trial period supported by our services team. Availability is typically 2 weeks, extensions available by request.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 15%
• Between £1,000,001 and £2,500,000: 20%
• Between £2,500,001 and £5,000,000: 25%
• Over £5,000,001: 30%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Sunday 21 July 2024
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Friday 3 October 2025
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: None
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 1417c490-fdaf-4abd-99d9-24b75e5dbb7e
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 124ff7c6-a435-4eec-8121-fac970895bc9
• Other security certifications: Yes
• Any other security certifications: SOC 2 TYPE II

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@vivantio.com. Tell them what format you need. It will help if you say what assistive technology you use.