I have been put on to 2 projects recently and they have remarkebly similar requirements. One customer has had ServiceNow for many years, the other is just starting out.

 

Customer 1 - Telco

This customer has 2 prod instances, both domain separated. One of them is many years old and has a lot of customization over the years, but it is working well and there is little trouble when it comes time to upgrade. They are servicing internal ITSM processes as well as customer requests and even have a relatively small number of MSP (Managed Service Provider) customers they are servicing. By MSP I mean that the customers of this customer have their own fulfillers that login into this instance of ServiceNow.

 

The second instance they have is also domain separated and is ised specificly for MSP customers. No internal or external support process are run on this instance.

 

For various reasons the customer cannot continue providing MSP services on their original instance and they don't want to double up on fulfiller licences, so they need a solution.

 

Customer 2 - Tech Services

This customer is just starting on their ServiceNow journey. They want to decommission their current ITSM tool and move to ServiceNow. They will be servicing both internal and external customers as well as providing MSP services to other customers, so they also need a solution.

 

Solution

Even though these two customers are in different industries the same solution is appropriate for both.

 

Have two seperate instances, one domain separated and one not. The domain separated instance will be used to service the MSP customers and the non-domain separated instance will be used to service internal and external customers. If there are request types that are raised in the DomSep instance that need to be fulfilled by internal fulfillers, Service Bridge can be used.