As organizations grow, IT teams often support multiple business units, departments or external organizations using the same ITSM platform. Each organization may have its own users, technicians, incidents, service requests, SLAs, workflows, service catalogs and reporting needs.
This raises an important question: How important is Multi-Organization Management in an ITSM application?
Managing multiple organizations from a single ITSM platform can simplify administration and reduce the need to maintain separate systems. At the same time, each organization may have its own processes and requirements along with the need to control access to its information.
Some of the common requirements include:
- Managing multiple organizations from a single ITSM instance.
- Keeping users, technicians, assets and service requests separate for each organization.
- Defining organization-specific SLAs, workflows and approval processes.
- Providing different service catalogs based on each organization's requirements.
- Controlling access so users and technicians can view only the information relevant to them.
- Generating reports for individual organizations as well as consolidated reports across organizations.
- Managing common IT processes centrally while allowing individual organizations to follow their own processes where required.
What would you expect from Multi-Organization Management?
Every organization may have a different way of managing its IT services. Some may prefer to manage everything within a single service desk while others may require greater separation between organizations.
We would like to understand how you are handling this today and what you would expect from a multi-organization setup. We would like to hear from you:
- Do you currently manage multiple organizations using a single ITSM application?
- How do you manage organization-specific users, technicians, assets, incidents and service requests?
- Would you prefer a single ITSM instance with organization-level separation or separate instances for each organization?
- Which capabilities are most important to you — SLAs, workflows, service catalogs, permissions, reporting or something else?
- Do you need a consolidated view of IT operations across all organizations?
- What challenges do you currently face when managing multiple organizations?
- Would you consider Multi-Organization Management an essential capability when evaluating an ITSM application?
We would love to hear about your experience and use cases. What works well for you today and what would you like to see improved in ServiceDesk Plus? Please share your valuable thoughts, experiences and insights with us.