SMART Service Desk VS Vivantio

Key Differences Between SMART Service Desk and Vivantio for ITSM & Service Management

• Primary Focus and Use Cases: SMART Service Desk is an enterprise-level ITSM solution designed to support incident/case management, asset tracking, configuration, and compliance across diverse industries. Vivantio is a flexible, full-featured service management platform that supports IT service management (ITSM), enterprise service management (ESM), asset/configuration management, change management, and cross-department workflows beyond just IT.
• Core Features & Ticket Management: SMART Service Desk offers incident and service-request tracking, configurable workflows, service catalog, self-service portal, asset & configuration management, reporting and analytics, and support for SLA management. Vivantio covers the full ITSM spectrum: incident, problem, change, and service-request management, plus CMDB/asset management, service catalog, SLA management, knowledge base, ticket routing, and omnichannel support (email, web, portals).
• Workflow Automation & Flexibility: SMART Service Desk provides a modular framework with customizable workflows, config-driven forms, and automation for incident logging and resolution processes — which helps streamline repetitive tasks and improves response times. Vivantio offers automated workflows, rule-based ticket routing/escalation, configuration-driven setup (not coding), and powerful workflow automation across IT and non-IT departments — supporting complex workflows and enterprise-scale service operations.
• Scope & Use Beyond IT Department: SMART Service Desk focuses mainly on IT service management and support operations, offering modules tailored to help-desk, asset, and incident management. Vivantio is designed for both ITSM and Enterprise Service Management: it can be used not only by IT but also by HR, facilities, finance, customer service, and other departments — making it suitable for organizations that want a unified service platform across departments.
• Scalability, Integration & Deployment Flexibility: SMART Service Desk claims enterprise-grade scalability, multi-site support, multi-currency support, and compatibility with large user bases — effective for global or multi-branch organizations with strict process/compliance needs. Vivantio also scales to mid-sized and large enterprises, offering integrations with other business systems, flexible configuration, and deployment options suitable for organizations needing adaptable service management infrastructure across functions.
• Ideal Audience and Best-fit Scenarios: SMART Service Desk is best for organizations needing a dedicated IT-focused service desk solution with asset/configuration management, compliance controls, and incident/service tracking in a structured, modular package. Vivantio is ideal for businesses seeking a comprehensive, cross-department service management platform capable of handling IT support, change management, asset workflows, and unified service operations across multiple teams beyond IT.