Is anyone using Service-Now to support external business customers?

[brian_mccabe]

Hi

I'm new to the forum and Service-Now as a product. First impressions are that it looks excellent but also that it is primarily targeted at internal IT Service Desks rather than for deployment in a Service Provider model.

Are there many / any orgaisations out there using this in a Service Provider model (business to business) and, if so, what are your views?

Any feedback is very much appreciated

Brian

[Robert_Huckaby]

Brian,

Service-now.com has a number of clients live in what we refer to as Multi-Tenant (Domain Separated) instances. The ability for our application/software to support data separation is supporting Managed Service Providers on a global scale. I am providing a link to our WIKI which gives a high level overview of the capabilities of our approach to supporting this space.

http://wiki.service-now.com/index.php?title=Managed_Service_Providers_%28MSP%29_Plugin

Please let me know if I can answer any further questions and I am sure that I or a number of our staff would be more then happy to assist.

Regards,

Rob

[brian_mccabe]

Rob

Thank you very much for the prompt reply. I've had a quick look at the demo MSP config and it looks good..

Thanks again

Brian

[ryan_dinwiddie]

brian.mccabe we don't user domain separation but our service desk does support 7,000+ external customers through ServiceNow. We are a manufacturing company that distributes an internally developed quoting application that is used by hardware stores all over North America. We opened self service for our end users (however most use email) for ticket submission. Some customer IT managers really enjoy being able to login and see all of their companies incidents at a glance. Its been successful for us so far. We didn't do much customization for this, just some work on the notifications.  

[gyedwab]

ServiceNow itself is a service provider that provides service using ServiceNow. It's even cooler because they also automate the deliver of the service using orchestration -- automation built on top of ServiceNow that runs ServiceNow.