TPSM and Domain Separation

[GagandeepK99047]

Hi @Phillip Godwin ! How Domain Separation works with TPSM? I am unable to find any use case. Is there a single instance where a provider and tenant consumers reside together, or are there two separate instances (this on fits more into the service bridge needing to be in 2 separate instances (1 for provider and other for domain separated tenants)). It would really be helpful if you can give an example of a use case.

[Ryan Palamara]

Hi @GagandeepK99047 , this is a fairly broad question. Domain Separation (DS) is a platform level capability that will be used differently across different applications in TPSM. Take a look at this KB article for a good overview - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0715934. Typically we see DS used to separate customer data on a provider instance. Each customer would have their own domain so that data is segmented per customer. For example, a provider has 5 customers each in their own domain. and the provider can control which fulfillers can access different customer data. Many different use cases where DS can help.

Service Bridge specifically supports DS. Configuration is performed at a global level and the data will be segmented following DS based on the company that the connection is registered under. Building off of the example above for the 5 customers, data coming in from each Service Bridge connection (to consumer instances) would be placed under the respective domain. 

[GagandeepK99047]

Thanks for the reply Ryan. For service bridge setup, would there be two separate instances that will be required i.e one for tech provder and the other for the MSP customers (consumers)? Can we do domain separated TPSM without service bridge?

[Ryan Palamara]

TPSM covers all the ITSM, CSM, and Industry applications, so there is a lot in TPSM that Domain Separation (DS) will apply to. In the provider instance, DS will segment the data into 'containers' for each of the customers. This gives greater security capabilities across the platform in a number of ways. When we think about Service Bridge, it is a channel for customers to access the provider's process from their instance. You can think of it as another channel in the omni-channel idea, others being voice, chat, email, portal.......So in the provider instance you will be using DS to segment the data regardless of the channel that a customer is using to access it. Service Bridge should not impact the DS strategy in the provider instance, that will be determined by the customer structure, provider operations BU structure, compliance, and contractual requirements. 

To you specific question, can TPSM be used with DS without Service Bridge, absolutely! DS is going to give the data segmentation regardless of the channel used, Service Bridge included. A common configuration for a provider will be one instance for their delivery operations where all of their fulfillers work out of. There will be domains for each customer as well where they will be able to submit requests, place orders, get help..... and so on through the portal. 

[GagandeepK99047]

If it is just for the customer to go in and request items from the service catalog or open a case for issues with their install base, do they even need DS? CSM itself segregates customers and contacts. I am thinking in terms of customer, just needing a platform to request services or submit tickets to open cases