Martyn Houghton Posted December 14, 2015 Posted December 14, 2015 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.
Hornbill Staff DR Posted December 15, 2015 Posted December 15, 2015 Hi Martyn, thanks for your post. Our Product managers would be better placed to respond to this particular query, I've made them aware of it and hopefully they will post back soon! Thanks, Dan
Steven Boardman Posted December 15, 2015 Posted December 15, 2015 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
Martyn Houghton Posted December 16, 2015 Author Posted December 16, 2015 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
Steven Boardman Posted December 17, 2015 Posted December 17, 2015 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
Steven Boardman Posted January 8, 2016 Posted January 8, 2016 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
Martyn Houghton Posted January 12, 2016 Author Posted January 12, 2016 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 2
Martyn Houghton Posted June 14, 2016 Author Posted June 14, 2016 Steve Wondered if there has been any further progress on ability to give elevated rights to see requests logged by colleagues within the same customer organisation? Cheers Martyn
Martyn Houghton Posted August 29, 2017 Author Posted August 29, 2017 @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
Steven Boardman Posted September 6, 2017 Posted September 6, 2017 @Martyn Houghton Thanks for the message, i'm not aware of any imminent stories in regards to progressing / implementing sites for the external organisations i'm afraid. I'll post back here if there is any movement / update on this for sure. Steve
Martyn Houghton Posted September 6, 2017 Author Posted September 6, 2017 @Steven Boardman Thanks for replying. If you need any further information from us, let me know. Cheers Martyn
Martyn Houghton Posted November 3, 2017 Author Posted November 3, 2017 @Steven Boardman Just wondering if this has progressed any further at all? Cheers Martyn
Steven Boardman Posted November 3, 2017 Posted November 3, 2017 Hi @Martyn Houghton afraid not, let me raise it again internally and position the use case you have for it Cheers Steve
Martyn Houghton Posted February 12, 2018 Author Posted February 12, 2018 @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
Steven Boardman Posted February 14, 2018 Posted February 14, 2018 Hi @Martyn Houghton I have highlighted your requirement again around sites, and your suggested alternate approach, but as we stand there isn't anything planned in the short term for this i'm afraid, if this changes i will post back here.
Martyn Houghton Posted February 14, 2018 Author Posted February 14, 2018 @Steven Boardman Thanks for pursuing. Cheers Martyn
Martyn Houghton Posted May 13, 2019 Author Posted May 13, 2019 @Steven Boardman Is there any update on this. We are still having to create unnecessary duplicate organisations in order to structure our large volume of external complex organisations and contacts,with the loss of sites since our migration from Support Works to Service Manager. Cheers Martyn
sprasad Posted January 11, 2021 Posted January 11, 2021 @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.
Steven Boardman Posted January 11, 2021 Posted January 11, 2021 @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.
sprasad Posted January 11, 2021 Posted January 11, 2021 Will do @Steven Boardman - thanks for your prompt reply.
Martyn Houghton Posted January 11, 2021 Author Posted January 11, 2021 @Steven Boardman Been raised and in discussion with @Gerry. Please see Cheers Martyn
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