ServiFlow
The complete service delivery platform for MSPs and modern IT teams.
Built by Managed Service Providers who have operated production service desks for over a decade. Informed by 1M+ tickets, thousands of CMDB assets, and real-world escalation patterns across multi-timezone, multi-tenant environments.
Request a demo View pricingBuilt by operators
ServiFlow is built by MSPs who have delivered IT services at scale — not consultants theorizing about service management.
- 1M+ tickets processed across production environments
- Thousands of CMDB assets under active management
- Permanent staff and on-demand experts (freelancers) coordinated globally
- Multi-timezone, multi-lingual, multi-tenant operations
- NOC alerting, escalation, and 24/7 response handling
- Customer complaints and consumer-to-expert service workflows
The platform reflects what actually works when SLAs are on the line and customers are waiting.
Outcomes
- Reduce SLA breaches with two-phase clocks (response + resolve-after-pickup)
- Deliver consistent service using structured knowledge and rules
- Turn monitoring noise into actionable, correctly-owned tickets
- Give customers self-service access through service catalogues
- Scale operations with AI that enhances — not replaces — your team
Features
SLA engine that matches how service delivery works
- Two-phase SLA tracking: response + resolve-after-pickup
- Business-hours aware deadlines and escalation
- Deterministic SLA selection (ticket → customer → category → CMDB → default)
- Near-breach, breach, and past-breach notifications
Knowledge engine for resolution guidance
- Built-in knowledge base with versioned articles and categories
- Resolution templates linked to ticket types and CMDB items
- Consistent guidance across your team, not tribal knowledge
- AI-assisted article suggestions based on ticket content
Rule engine for routing and automation
- Configurable rules for ticket routing, assignment, and escalation
- SLA-aware automation triggers based on breach proximity
- Notification rules by role, customer, and severity
- All rules are auditable — no hidden logic
Service catalogue for customer-facing workflows
- Define services with descriptions, SLAs, and approval flows
- Expose catalogues directly to customer portals and websites
- Customer service menus aligned with operational delivery
- Request forms that capture the right information upfront
CMDB that connects assets to accountability
- Link tickets to configuration items and services
- SLA inheritance from CMDB items
- CMDB types, import tools, and management workflows
- AI-assisted CMDB suggestions with human confirmation
Customer portal that builds trust
- Read-only customer ticket view designed for clarity
- Customer replies and attachments
- Resolution acceptance flow (in rollout)
- Service catalogue access for new requests
Monitoring-to-ticket without fake customers
- Detect monitoring/system sources safely
- Prevent "ghost companies" created by alerts
- Track and display classification reason
AI informed by real operations
ServiFlow AI is trained on patterns from real service delivery — not generic models. It operates agent-facing and operations-facing, never customer-facing by default.
- Triage suggestions informed by ticket content, knowledge base, CMDB, and historical resolution patterns
- Expert matching using skills, availability, workload, and past performance
- SLA risk analysis with escalation recommendations based on breach proximity
- Performance insights and root-cause assistance from operational data
- Trend detection across ticket volumes, categories, and customer segments
All AI output is governed by tenant feature flags, fully auditable, and requires human confirmation. AI never resolves tickets autonomously.
Integrations
Integrations that scale with your service model
ServiFlow connects to the tools your team already uses. Integrations unlock based on your operating model — starting with inbound workflows that create tickets and escalate issues, then expanding to customer channels and billing systems as you scale.
All integrations focus on operational workflows first. Deep bi-directional sync is implemented only where it adds real service value.
Pricing
One platform. Three ways to operate.
| Plan | Best for | Includes |
|---|---|---|
| Starter | Internal IT or small teams | Ticketing, CMDB, SLA definitions, knowledge base, basic rules, email ingest |
| Professional | SLA-backed service delivery | Customer portal, service catalogue, AI triage, advanced rules, SLA notifications |
| MSP | Managed service providers | Full AI suite, governance, audit, contracts, multi-customer operations at scale |
Platform capabilities by plan
| Capability | Starter | Professional | MSP |
|---|---|---|---|
| Knowledge base & articles | ✓ | ✓ | ✓ |
| Basic routing rules | ✓ | ✓ | ✓ |
| Email ingest & notifications | ✓ | ✓ | ✓ |
| Service catalogue | — | ✓ | ✓ |
| Customer portal | — | ✓ | ✓ |
| Advanced rule engine | — | ✓ | ✓ |
| AI triage suggestions | — | ✓ | ✓ |
| AI CMDB matching | — | ✓ | ✓ |
| Microsoft Teams | — | ✓ | ✓ |
| Jira / GitHub / GitLab escalation | — | ✓ | ✓ |
| Azure AD / Google Workspace SSO | — | ✓ | ✓ |
| AI expert matching | — | — | ✓ |
| AI performance insights | — | — | ✓ |
| AI trend detection | — | — | ✓ |
| Contract-aware SLA | — | — | ✓ |
| WhatsApp / SMS (planned) | — | — | ✓ |
| Billing integrations (planned) | — | — | ✓ |
| Full API + automation access | — | — | ✓ |
When to choose each plan
Starter works if you need ticketing with SLA tracking and email-based workflows. You get the foundations without integration complexity. Professional unlocks collaboration tools, monitoring integrations, and identity providers. Choose this when you serve external customers with defined SLAs and need your tools connected. MSP adds customer-facing channels, billing system connectivity, and full automation access. Built for providers managing multiple customers at scale with distinct contracts and routing requirements.How it works
1. Ingest
Tickets arrive from email, portal, service catalogue, or monitoring sources.
2. Classify
Rules and AI work together to identify the customer, suggest categories, and match CMDB items.
3. Route
The rule engine assigns tickets based on skills, workload, and customer requirements. AI suggests the best expert.
4. Resolve
Experts receive knowledge base suggestions and resolution templates. AI assists but humans confirm.
5. Track
SLA clocks track response and resolution within business hours. Near-breach alerts trigger escalation.
6. Deliver
Customers see clean progress updates. Resolution acceptance confirms service completion.
Security & governance
- Role-based access by tenant, company, and user
- Audit logging for all operations, including AI suggestions
- Re-auth patterns for high-risk actions
- Clear ownership and separation of responsibilities
FAQ
Is ServiFlow only for MSPs?
No. MSPs get the most leverage, but internal IT teams can start on Starter and scale up when needed.
How does SLA selection work?
ServiFlow applies the most specific SLA deterministically in this order: Ticket override → customer → category → CMDB → default.
Do SLAs respect working hours?
Yes. Targets are computed within business windows and the clock pauses outside business hours.
Can we route monitoring alerts without creating fake customers?
Yes. Monitoring/system sources are classified and tickets are created under a system requester with clear reasoning.
Which integrations are available now?
Email, Microsoft Teams, and monitoring alert ingest are available. Identity providers and escalation tools are in active development. Check the capability matrix above for current status.
How does AI work in ServiFlow?
AI is informed by real operational data at scale — patterns learned from 1M+ tickets, CMDB relationships, and escalation outcomes. It operates alongside structured knowledge, rules, and service catalogues. AI provides triage, escalation recommendations, SLA intelligence, expert matching, performance analysis, and root-cause assistance. All output requires human confirmation and is governed by tenant feature flags.
Is AI autonomous or chatbot-based?
No. ServiFlow AI is agent-facing and operations-facing — not customer-facing by default. There is no autonomous ticket resolution. AI suggestions are presented to experts who confirm, modify, or reject them. All actions are logged and auditable.
What makes ServiFlow AI different?
ServiFlow AI is trained on production service delivery patterns, not generic models. It understands CMDB relationships, SLA hierarchies, escalation chains, and resolution workflows. The AI reflects what actually works when SLAs are on the line — built by MSPs who have operated service desks at scale.
Can we expose services to customers?
Yes. Service catalogues can be published to customer portals and embedded in external websites. Customers see service menus aligned with your operational workflows and can submit structured requests.
Contact
Request a demo or start a trial
Tell us your operating model (Internal IT, Professional service delivery, or MSP) and we'll guide setup.
Request a demo Start a trial