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ServiceNow Expert Hub: Domain Separation for Managed Service Providers

By Jessie Morkel January 17, 2024

As one of the leading Elite ServiceNow partners specialising in Customer Workflow, Konversational are dedicated to bring you the best advice from our talented team of Architects and Consultants when it comes to your ServiceNow projects. 

To kick off our first ServiceNow Expert Article, we sat down with one of our Master Architects; Dzmitry Peshkur, to clarify the concept of Domain Separation, particularly within the Managed Service Provider (MSP) industry. 

Take it away Dzmitry! 

During my ServiceNow career, I’ve worked for companies and partners of varying sizes, based in different countries, and have had the privilege of implementing nearly every ServiceNow product. With this experience, one feature that often gets called to question is Domain Separation which I hope to demystify within this first article. Konversational have accumulated extensive experience in this field and I hope to share insights and benefits that will arm you with tools to utilise Domain Separation to the best of your ability. 

An Overview: 

Domain separation enables the segregation of application data, and processes; for example, user interfaces, and business logic, such as rules of workflows, within a single customer instance. This segregation supports specific hierarchies for all customers utilising your applications and is therefore deemed “multi-tenancy”.

Domain Separation Data Model

The Current State of MSPs: 

With Managed Service Providers currently positioned as one of the top three growth engines in the tech industry, the market is expected to reach $311.32 billion in 2027 according to TSIA’s George Humphrey’s ‘The State of Technology Services 2023’ article. However, with the adoption of the Cloud (the Cloud stage represents a transformative period in the MSP industry marked by the widespread adoption of cloud computing technologies) and Consolidation (surge in merger and acquisition activities, indicating a maturation and legitimisation of the sector), companies are finding themselves in an identity crisis. Not able to keep up with transformative phases, businesses find themselves in a situation of failed integrations, operational disarray, and an unoptimised service portfolio. The issue of these siloed solutions poses long resolution times for internal and external processes and requires a single-serve platform to simplify and deliver – this is where Domain Separation can be implemented. Records have shown that not only have we seen an increase in the adoption of standard service catalogues, but companies that are adopting this, experience positive movement within a significant number of KPIs for Managed Services (TSIA).

Utilisation of Domain Separation for MSPs: 

With the right Domain Separation structure, MSP organisations can derive significant value from their ServiceNow instance. This structure facilitates effortless onboarding of customers into predefined data structures and processes, ensuring compliance with security and data separation requirements. Simultaneously, it offers the flexibility to address customer specific needs. 

Key advantages include:

Considerations to Note:

While Domain Separation brings immense benefits, certain considerations are crucial to prevent it from becoming a burden: 

By adhering to these considerations, ServiceNow Domain Separation can truly work to your advantage, streamlining operations and enhancing service delivery. 

If you’re interested in finding out more about how to further utilise Domain Separation for your business or would like to discuss other areas of the ServiceNow platform, make sure to sign up for a free value realisation session with one of our experts. We have also listed a number of resources below that will help further your understanding of this ServiceNow feature. 

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