Jump to content

Sites within Service Manager


Martyn Houghton

Recommended Posts

We are currently looking at migrating from SupportsWorks ITSM Foundations to Service Manger and as external customer facing servicing service desk we have a in excess of 1,000 organisations(aka company) and 1,700 sites.

At the moment in Service Manager, there is now the ability to hold sites as well as organisations, however this current facility is abstracted from users and organisations, with it just being a list of sites.

Though for a primarily internal focused service desk this wold probably not be a major issue due the normally smaller number of sites etc. However as we have a large number of sites, presenting this list with out filtering/relating it to the customer/organisation context means that it is not practical to use.

Are there any plans to link the site object to both organisations and users, i.e.

  • an organisation can have one or more sites linked to is
  • a site is linked to a organisation
  • a user has a default site from the list of the organisation they belong to.

Thanks.

Link to comment
Share on other sites

Hi Martyn

Thanks for your question.

As you state the Site functionality in Service Manager is currently geared to model more internally focused support structures, with users and assets linked to sites. The site structure is embedded into the Service manager progressive capture and request fulfilment capability presenting itself when needed, and is available for organising queues, charts, dashboards and reporting.

Service Manager is Service centric and this is an approach we have taken with other customers who provide an externally facing services / support. Through the use of subscriptions to services, contacts / and external organisations can be subscribed to the relevant services they consume from you.

What would be useful to understand is the challenge you are looking to overcome with the adoption of sites into externally supported customers? If you can provide a bit more information on the challenge we can see if your product specialist who is working with you during your migration can help through existing functionality or if other options need to be explored.

Thanks

Steve

Service Manager Product Management

Link to comment
Share on other sites

Steve

We currently use the site element in ITSM-F to deal with two scenarios:-

External organisations, where we supply different products/services to different divisions/departments, and those different divisions/departments do not want each other to view their requests with us via selfservice but do want to see their colleague's incidents from that site. We use the current options in selfservice to allow them to view their own and their sites requests, but not the organization incidents. With only say central IT being a to see al the organisation requsts. For example in an Council where we supply both their Planning and Elections systems.

The other scenario is more standard, in that when a organisation has multiple sites, we need to record as part of the request the site they are on or are based at as part of our capture of the request. At the moment in ITSM the site drop down will list the sites linked to the organisation, however the current progressive capture form will list all sites we have recorded within the system.

Let me know if you require some further information.

Cheers

Martyn

Link to comment
Share on other sites

Martyn

Thanks again for the additional clarification.

I understand you have a session scheduled tomorrow with one of our product specialists, and I have asked them to review the requirements with you and look at how the concepts of subscriptions to the services you offer, will support visibility via Self Service with Service Manager for the different audiences within each supported organisation.

Following of this we can look at any outstanding requirements and how best to handle them

Thanks

Steve

Link to comment
Share on other sites

  • 4 weeks later...

Thanks for your time today Martyn

Following these discussions it looks like the proposed method of using Services in Service Manager, with Service subscriptions and the upcoming features around Service Catalog items, and extended visibility of requests on the portals based on Service subscriptions and elevated rights to see requests logged by colleagues within customer organisations should replace the 'sites' approach which was previously used in Supportworks ITSM-F.

As always keep us informed on how you get on with this approach and if we can help any further.

Thanks

Steven

Link to comment
Share on other sites

Steven

I think the upcoming extended visibility of requests in the service and customer portals to allow users to see requests logged under the services they are subscribed too by their colleagues within the same organisation will address our requirement.

Once this is in place we will give it a test.

Cheers

Martyn

  • Like 2
Link to comment
Share on other sites

  • 5 months later...
  • 1 year later...

@Steven Boardman

Wonder if there has been any further consideration of deploying 'sites' within customers. We are having more of our external customers who are joining up into shared services and the requirement to have a single organisation and have multiple sites within it has come to the fore again. 

For example where an external organisation has created a shared service, we have the requirement for some customers to see only their request, some to see their 'sites' request and some who need to see all the 'organisation' requests. At the moment we are having to create separate organisations for each 'site' effectively.

Cheers

Martyn

Link to comment
Share on other sites

  • 2 weeks later...
  • 1 month later...
  • 3 months later...

@Steven Boardman

Just wondering if there has been any further thought on the use of sites for external organisations or alternatively the ability for a 'contact' to be linked to multiple 'organisations'.

At the moment we have to create separate organisation/contacts and the customer need to remember to login with the correct one  when logging a request for a specific site etc.

Cheers

Martyn

Link to comment
Share on other sites

  • 1 year later...
  • 1 year later...

@Steven Boardman- Hi, Can I ask if there has been any further discussion on this matter please?
We are promoting the Portal to our customers but are having difficulties persuading them to do so, where a contact from the IT Section looks after 4 different organisations and for him to review their requests, needs 4 different login ID's/password.  Thanks.

Link to comment
Share on other sites

@sprasad no additional feedback on sites for external organisations i'm afraid.   Perhaps re-raising this via your relationship manager, and the Hornbill customer success team, will allow them to review the operational challenges you are facing with your customers and see if any additional options / approaches are available to you. 

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
×
×
  • Create New...