Suite Administration for shared service providers

Shared service providers can use Suite Administration to set up an MT environment to manage their business units' and clients' request and incident records.

To set up the environment, complete the following tasks as a suite admin user or a shared service admin user:

1. Create a provider account to host the shared service admin users and agents.

2. Add users to the provider account.

   • Shared service admin users are assigned with MT Administrator role in Service Management automatically.

   • Shared service agents are assigned with MT Agent role in Service Management automatically.

3. Create a provider tenant and assign a provider account to this tenant.

4. Create managed accounts and add users to the managed accounts.

5. Create managed tenants and assign managed accounts to the managed tenants.

6. Add managed tenants and shared service users to the provider tenant by using the Shared service tab in the provider tenant. The updates on the managed tenants and shared service users in Suite Administration are synchronized to Service Management in one direction.

   • In Managed tenant section, click Add to add a managed tenant. Click on the tenant and then select Remove to remove the selected managed tenant.

   • In User access section, click Add to add a shared service user for the selected managed tenant and grant permission.

     Note The suite admin must first create an Access Control List (ACL) to grant data access to a shared service user before the shared service agent can be assigned to a managed tenant. For more information, see Access control.

     Currently, incidents and requests can be managed. The users granted with Incident permission are assigned with Incident Manager role in Service Management automatically. The users granted with Request permission are assigned with Service Request Manager role in Service Management automatically.

     Click on the user and then select Grant permission to edit the permission.

     Click on the user and then select Remove to remove the user from the managed tenant.

The proper permissions must be configured on both the provider tenant and the managed tenants for users to be able to view or edit managed tenant records.

Permissions model for provider and managed tenants

Any users of the shared services who are accessing records on the managed tenants must be added as users on the tenant.

Related topics

• Customers

• Accounts

• Users

• Tenants