TSM

[Alka Sharma]

In a ServiceNow Greenfield Scenario, TSM has to be implemented with ITSM (of TSM) as a starting point. Customer has to manage its multiple Customers (CSPs - Communication Service Providers) on Now Platform (B2B kind of scenario). What is recommended for this customer here, ServiceNow Instance with domain separation to accommodate multiple customers or is there any other better way to segregate data, process, etc. In the same instance (TSM license) without domain separation?

[ShashankInamdar]

Hi @Alka Sharma ,

If the requirement is to enforce data segregation between different entities (customer CSP’s in this case) then Domain Separation is a great fit.

Along with data segregation, DS will also support UI & Business logic separation.

Based on the use case description, you seem to have a Provider and multiple tenants (CSP customers) Architecture on a single instance - requiring separation of data access & visibility and DS should do it.

A decision to use DS should not be left until late as this may bring in overheads later on.

I will be curious to know if you had any concerns or questions around DS.

[Alka Sharma]

Thanks @ShashankInamdar for the response, this was helpful. Yes I would like to understand DS a bit more, for every domain I believe a separate implementation would be required as per the business needs of each CSP? What if tomorrow customer expands its ServiceNow portfolio and opts for TSOM, TNI, or any other module, which again will be required to be maintained for all the CSPs again in DS way, will there be any challenges in doing so? If customer wants to opt for HRSD e.g. for its own organization use and not for CSPs, I believe then the instance would be different, so lets say in DS instance, one of the domains belong to customer's organization for TSM (ITSM and may be CSM as well), how this customer specific DS data will communicate with HRSD instance?

[PaulSylo · Accepted solution]

Hello Alka -

Maybe i try to answer your questions, but this is purely my thoughts. If Separate Implementations for Each Domain then Yes, in a multi-domain or multi-cloud Service Provider (CSP) environment, it's common to have separate implementations tailored to the specific business needs of each CSP or domain. This allows for customization and optimization based on the unique requirements of each entity.
When a customer expands its ServiceNow portfolio by opting for additional modules like TSOM (Telecom Service Operations Management) or TNI (Technology Insight), you would indeed need to maintain these modules separately for each CSP or domain.
Customer-Specific DS Data and HRSD: If a customer wants to use HRSD (Human Resources Service Delivery) for its own organization, this would typically involve a separate ServiceNow instance.

In essence, communication between different ServiceNow instances, whether for different CSPs or different modules, requires careful planning, robust integration strategies, and ongoing maintenance to ensure smooth operations.

[RafaelBerge]

Thank you sir for answering.