Decentralised responsibility of instances in the support portal

Paer · ‎06-19-2026

Hi,

We have been told we have a very unique setup and requirement and I would like to check if that is true.

We are a group of companies consisting of 4 separate legal entities. Each of those entities have a set of SN instances, but we have bought all instances for the whole group under one central contract to add the buying power. This means we have 17 instances in the contract and these can be seen under one company in the support portal (support.service-now.com).

That's all good for now.

But the instance responsibility is delegated to people per group, so we want a few people to be able to maintain cases, instances and such for a sub-set of instances, but not for all.

So SN have implemented a structure for us so that we have 4 companies under one main contract in SN support portal and we can control access separately for each.

SN is now saying that this is a very unique setup and that is causing them issues as it's an outlier and exception.

Does anybody out there have a similar setup? If, please answer here so that we can point out to SN that this should be considered a standard solution rather than an exception.

THANKS

AutomatePro · 3 weeks ago

Hi Paer, maybe worth asking ServiceNow is they put you on a domain separated instance? Then you only have one set of instances to manage, test, etc.

Paer · 3 weeks ago

Hi,

Yeah, that was part of our architectural design decision, but that did not meet out business requirements, so we ended up with an integrated environment. And in my experience domain separation does not work very well in SN and require large amount of customisation and maintenance.

AutomatePro · 3 weeks ago

Yes that can be an issue. Managing 17 instances is not fun. We test and manage around 50+ SN instances in order to be able to support our customers on different versions of SN. The only way we are able to do this is with automated deployments and testing. Ping me an email paul.chorley@automatepro.com and we can have a chat to see if the same would help you.

Paer · 3 weeks ago

Thanks.

We have automation in place for managing the actual instances, and that's going well. What we have problem with is the SN support portal and they way our instances are managed and represented there, not managing the actual instances themselves.