Enterprise Documentation
SNServiXO Documentation
Complete administrator and user guides for configuring, operating, and governing your SNServiXO Enterprise ITSM platform.
Ticketing & Workflow
Configure service catalogs, request types, approval workflows, and ITIL lifecycle controls.
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SLA Management
Define service commitments, configure business calendars, monitor compliance, and handle escalations.
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Change Management
CAB configuration, change lifecycle management, risk assessment, and deployment workflows.
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Problem & Release
Root cause analysis, known error management, and coordinated release deployment.
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Asset & CMDB
Asset lifecycle, CMDB configuration items, relationships, and sncloud-agent deployment.
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Knowledge Base & Chatbot
Manage articles, configure AI-powered chatbot, and embed self-service capabilities.
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Cross-Module Workflow
Connect modules with triggers and automated actions across the entire ITSM platform.
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Experience Management
Surveys, CSAT measurement, feedback collection, and customer experience analytics.
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Menu & Persona
Customize navigation menus and role-based personas for tailored user experiences.
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Platform Overview
SNServiXO is a fully integrated enterprise IT Service Management (ITSM) platform designed for modern organizations. It delivers ITIL-aligned processes across ticketing, change, problem, release, asset management, SLA governance, and AI-powered knowledge management.
Multi-tenant Architecture: All configurations are tenant-isolated. Settings made in one tenant do not affect others. Always ensure the correct tenant context is active before configuring.
Key Capabilities
CoreTicketing & Service Management — Full ITIL ticket lifecycle with configurable request types, approval workflows, and SLA tracking.
CoreChange & CAB Management — Structured change advisory board process, risk assessment, and deployment scheduling.
CoreProblem Management — Root cause analysis, known error database, and permanent fix tracking.
CoreRelease Management — Planned deployment lifecycle with build, test, readiness review, and rollback controls.
DataAsset & CMDB — Hardware/software asset tracking, CI relationships, and automated Linux discovery via sncloud-agent.
DataSLA Management — Multi-target SLA policies, business calendars, pause/resume rules, and compliance reporting.
AIKnowledge Base V2 — AI-assisted article authoring, vector search, and chatbot-integrated self-service.
AIExperience Management — CSAT surveys, sentiment analysis, and experience dashboards.
ConfigCross-Module Workflow — Event-driven automation across all modules with configurable triggers and actions.
ConfigMenu & Persona — Role-based UI customization with persona-driven navigation and access control.
Document Versions
| Guide | Version | Published | Audience |
|---|---|---|---|
| Ticketing & Workflow | 1.1 | 15 Jul 2026 | Platform & Workflow Admins |
| SLA Management | 1.0 | 14 Jul 2026 | SLA Admins, Service Owners |
| Change & CAB | 1.1 | 19 Jul 2026 | Change Managers, CAB Members |
| Problem & Release | 1.0 | 14 Jul 2026 | Problem & Release Managers |
| Asset, CMDB & sncloud-agent | 1.0 | 14 Jul 2026 | Asset, CMDB & Infrastructure Teams |
| Knowledge Base V2 & Chatbot | 1.0 | 14 Jul 2026 | Knowledge Managers, Admins |
| Cross-Module Workflow | 1.0 | 14 Jul 2026 | Platform Admins |
| Menu & Persona Configuration | 1.0 | 14 Jul 2026 | Platform Admins |
| Experience Management | 1.0 | 14 Jul 2026 | CX Admins, Service Owners |
| Auto-Assign & Categories | 1.0 | 14 Jul 2026 | Platform & Group Admins |
Enterprise reference view
SN ServiXO Platform Architecture
A business-level component view of how people, service-management capabilities, shared controls, enterprise data, and external systems work together across the ServiXO platform.
Unified service platform
Tenant-isolated
Persona-aware access
Workflow governed
Integration ready
Scope of this view: This is a component architecture for enterprise evaluation and stakeholder alignment. It intentionally does not expose deployment topology, infrastructure sizing, source-code structure, credentials, or security-sensitive implementation details.
Enterprise component view
01
Enterprise channels
Where people and systems engage with ServiXO
Authenticated requests, events and responses
02
Experience & access
A consistent entry point shaped by enterprise context
Tenant & organization context
Identity & sign-in
Roles & permissions
Persona & menu experience
Localization & branding
Authorized service interaction
03
Service operations capabilities
Modular capabilities operating on a shared enterprise foundation
Governed orchestration across every module
04
Shared platform services
Controls and reusable services applied consistently across modules
Workflow & approvals
SLA & business calendars
Routing & automation
Notifications
Search & AI assistance
Reporting & dashboards
Audit & history
Integration services
Controlled data access and integration exchange
05
Enterprise data & ecosystem boundary
Protected business records connected to the customer environment
Tickets, changes, assets, knowledge, workflow decisions, configuration, audit history and reporting data remain associated with the active tenant context.
Identity providersEmail & collaborationMonitoring & DevOpsBusiness applicationsEndpoints & discovery agentsApproved storage services
How work moves through the platform
1CaptureRequest, alert, feedback or integration event
2ContextualizeTenant, requester, service, asset and knowledge context
3OrchestrateRouting, workflow, approvals, tasks and SLA
4DeliverAgents, automation and connected teams act
5LearnAudit, reporting, knowledge and experience insights
Enterprise control model
Access control
Tenant context, roles, permissions and personas determine what each user can see and do.
Process governance
Configurable lifecycle rules, approvals, CAB, SLA and evidence requirements govern work without hard-coding one operating model.
Traceability
Operational records, decisions, notifications and lifecycle history support review and audit.
Integration control
Enterprise connections are enabled through approved channels and remain subject to customer and platform access policies.
Data separation
Tenant-scoped configuration and business records provide organizational separation across the shared platform.
Continuous improvement
Service, SLA, knowledge and experience insights feed operational and governance improvement.
Responsibility boundary
| Area | ServiXO platform | Customer enterprise |
|---|---|---|
| Platform capabilities | Provides the service-management modules, shared controls, configuration surfaces and integration capabilities. | Selects subscribed modules and defines the operating model appropriate to the organization. |
| Identity & access | Enforces configured tenant, role, permission and persona controls. | Maintains authoritative users, role assignments, groups and approved identity connections. |
| Process configuration | Provides lifecycle, workflow, SLA, routing, notification and audit features. | Owns policies, approvers, service targets, business calendars, categories and governance decisions. |
| Data quality | Stores and processes records within the configured tenant context. | Owns record accuracy, classification, retention requirements and source-system quality. |
| Integrations | Provides supported connection points and platform-side controls. | Authorizes connected systems, credentials, data scope and downstream actions. |
Enterprise evaluation: Use this component view to align service owners, security, architecture, operations and governance teams. Detailed deployment, security assurance, data residency and integration design should be confirmed for the selected subscription and implementation scope.
Contact Support
Our enterprise support team is available to assist with configuration, troubleshooting, and platform questions.
Email Support
For technical issues, configuration questions, and platform support.
support@snservixo.comSupport Handoff
When contacting support, please provide:
- Tenant ID
- Module affected
- Steps to reproduce
- Error messages / screenshots
- Approximate time of issue
Before contacting support: Check the troubleshooting section in the relevant user guide. Most common issues are covered with step-by-step resolutions.
Release Notes
What's new in SNServiXO documentation and platform updates.
v1.2
20 July 2026
Enterprise Platform Architecture
- Added an enterprise component view of the ServiXO platform
- Documented shared controls, tenant boundaries, integration categories and responsibility ownership
- Added an operating flow and enterprise evaluation checkpoints
v1.1
15 July 2026
Ticketing & Workflow Guide Update
- Added cross-module workflow binding documentation
- Enhanced approval level configuration examples
- Updated committee approval workflow example
- Expanded troubleshooting matrix with first diagnostic checks
v1.0
14 July 2026
Initial Documentation Release
- Published all 10 enterprise user guides
- SLA Management complete guide with 7-part structure
- Change & CAB Management with full workflow documentation
- Problem & Release Management with ITIL-aligned processes
- Asset, CMDB, and sncloud-agent deployment guide
- Knowledge Base V2 and Chatbot integration guide
- Cross-module workflow automation documentation
- Experience Management and survey configuration guide
- Menu and Persona configuration guide
- Auto-Assign Groups and Ticket Categories guide