Managing assets and products in a MSP environment

[PeterWiles]

Hi all,

Not sure the best place to ask so will ask here.

I am currently planning rolling out ITOM and ITAM across our Domain Sepearted MSP.

One of the current problems I am trying to get my head around is our use cases and how we deal with what domains things sit in and how we support the Hardware/Software models across the domains.

Use Cases:

- Discovery discovers stuff and puts it in the customers domain - All good here and no concerns

- MSP buys a device and leases it to a customer. On return of asset, it may be referbed and leased/sold to another customer the MSP supports.

- MSP provides a hot-swap service for customers. MSP will have stock and will swap it with customers asset if it breaks. The swapped device will go back to the MSP to fix/referb and then be put back in stock.

Assumptions (Hopefully correct)

- Data in a customers domain is the customers data

- Data in the MSP domain is MSPs data supporting said customers

- Product models for customers assets sit in the customers domain

-- example. Each customer will have a hardware product model of "HP Elitebook 5" with reference data to the customers specific manufaturer of HP, etc

- The main use cases are for EUC devices and some infranstructure devices such as access points and switches.

Questions:

When the MSP buys the Asset, the product model/asset will live in the MSP domain

When the MSP swaps/leases/sells it to the customer, what would be the best practice?

1, Move the asset to the customer domain and remap to the customers own product model? Keeps chain of ownership.

2.Cancel the asset in the MSP domain and recreate in the customer domain - This would break the chain of ownership, but maybe not needed?

3. Something else?

Any suggestions / whitepapers / etc?

[Uma11]

Hi Peter,

For your First question

1.Move the asset to the customer domain and remap to the customers own product model?y

 My Suggestion : Have you followed the normalization process in servicenow?

2.Cancel the asset in MSP domain and recreate in customer domain - I dont think so this is required