Capturing customer data

For each customer for whom you perform work, you create a customer record that contains the customer name, addresses, external and internal contact information, and other information for that customer. So that you can manage the customer work effectively, you also associate people, locations, and configuration items (CIs) with the customer.

About this task

Customer data is displayed in the records that you create to perform work for a customer. For example, the name, location, and CIs that are associated with Customer A are shown in Change records that you use to process Change requests from Customer A.

However, the reports that are provided with this product are not filtered by customers and do not show customer data.

  • Creating a customer record
    Each of your customers has a name, billing and business addresses, list of contacts, and other information that is contained in the record for that customer. The company name is used in other applications to associate a customer with people, locations, and CIs, and to control access to customer data.
  • Setting up customer contacts
    For each contact that you specified in a customer record, you create a person record in the People application. Customer contacts might work for customer, or they might be your employees. The person record is the central record for personal information about individuals, such as users, supervisors, and individuals who receive notifications by e-mail.
  • Setting up customer locations
    You can associate a customer with a location or group of locations. A location can be associated with many customers, but only one of these customers can be the primary customer. A location is used to identify its primary customer in process records.
  • Associating CIs with customers
    Much of your work for a customer involves managing configuration items (CIs) in customer data centers. You must create authorized CIs that are associated with the customer. When you later specify a customer-specific CI in a work order, the CI record is used to apply response plans for managing the work, price schedules for billing, and more.
Parent topic: Configuring multiple-customer capabilities

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