Multiple-customer capabilities

If you are using IBM Control Desk for Service Providers, the product provides a range of applications and features that enable you to manage the data centers of multiple customers. You can fulfill customer change requests, manage customer configuration items (CIs) and assets, perform audits, manage service desks and service catalogs, and more. You provide, and bill for, these services according to defined customer agreements. Data is strictly segmented by customer, ensuring that only authorized customers and internal users can view information about each customer.

Using the multiple-customer capabilities that are provided by this product, you can do the following:

• Create and manage customer records, specifying billing addresses, contacts, and other pertinent information.
• Associate one or more authorized configuration items (CIs) with each customer.
• Authorize people within customer organizations to view the product GUI and track the progress of the agreed-upon work.
• Set up an internal customer access lists, specifying users within your organization who can view particular customer records.
• Set up customer locations, and associate people with these locations.
• Define contractual details around customer interactions, including start and end dates, billing cycles, price schedules, and more.
• Create, manage, and apply response plans that ensure predictable and repeatable responses to similar work requests.
• After a request is fulfilled, route it through one or more defined approvals prior to final billing.

In addition, you can take full advantage of the change and configuration management, asset management, service desk, service catalog, scheduling, reporting, and other functionality to ensure that you deliver customer services accurately and efficiently.