multi-tenancy-domains

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School

University Of Central Missouri *

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2665

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Information Systems

Date

Oct 30, 2023

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pdf

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Uploaded by EarlBravery12338

1 © 2022 ServiceNow , Inc. All Rights Reserved. Questions addressed: Page 1 : • What is domain separation? • What are the benefits of domain separation? Page 2 : • Is domain separation right for my organization? • Are there any downsides to domain separation? • Does each customer require its own domain? • Can each domain have its own URL? Page 3 : • How do I get started with domain separation? • What are the best practices for using domain separation? Domain separation (i.e., multitenancy or subtenancy) is a platform function that allows you to separate data, processes, and the user interface into logical groups called domains within one instance. With this function, you can manage demand at scale by using global settings across domains and making minor changes to accommodate domain-specific requirements. Domain separation is most used by managed service providers (MSPs). Each domain allows for unique configuration across three categories: How can I enable multitenancy using domain separation? What are the benefits of domain separation? There are benefits for both the instance owner and tenants (customers of the instance owner): Data Process ( process administration ) User interface • Customers, agents, fulfillers, and end users only see data in domains based on their visibility settings. • Data can be partitioned based on most tables in the system (e.g., department or company). • Business process logic may be overridden and customized for a specific domain. • Service providers can meet contractual obligations that differ from customer to customer. • Examples include assignment and approval rules, SLA management, and client scripts. • Application menus, lists, forms, homepages, and dashboards can be overridden and customized for a specific domain. • Service providers can alter the branding and UI elements displayed to meet individual customer needs. Instance owner • Economies of scale and efficiencies from having strong universal process standards and design, strict governance, purposeful integrations, and centralized instance administration • Ability to provide tiered services and/or serve customers in varying verticals by creating multiple process domains • Unlike alternatives to domain separation (e.g., business rules), no regression testing against new releases required for out-of- the-box configuration since domain separation is built into the platform Instance tenants • Quick onboarding and return on investment since there is no need to implement a full instance • Reduced administrative overhead and staffing requirements since the instance is centrally administered • Ability to use pre-built processes, features, and business services provided by the instance owner

2 © 2022 ServiceNow , Inc. All Rights Reserved. How can I enable multitenancy using domain separation? (Cont.) Is domain separation right for my organization? Are there any downsides to domain separation? • Depending on the setup, domain separation can require significant administrative overhead, such as consistent monitoring and configuration to ensure users only see what they’re supposed to. • Domain separation is irreversible. While it can be disabled, trickle-down effects, such as adding specific fields to queries are challenging to reverse. • Custom tables will likely require additional configuration for data separation. Further, not all applications nor features support domain separation upon initial release. • Some platform elements are global in scope and can’t be separately defined at the domain level (e.g., CMDB data model and search setup). • Performance might be affected as each query in the instance will have an additional domain clause. Most performance effects are insignificant. Does each customer require its own domain? The best practice is to be consistent with data management and establish one domain per customer regardless of their interaction level with the instance. For example, if a customer rarely interacts with the domain separated instance today but would like to use it differently in the future, it’s best to already have their data separate from other customers. Can each domain have its own URL? No. Custom URLs are supported per service portal but not by domain. Common use cases: Used by customers that require: • Global outsourcers and MSPs who support multiple customers in one instance • Global organizations with unique geographical processes and data access requirements • Customers with complex multiple vendor or supplier management requirements ❑ Contractual agreement fulfillment – Enforcing data separation at an application level between business entities ❑ Central administration – Using a single instance to maintain global process and reporting ❑ Process consistency – Minor business process or user interface customizations by domain (tenant) Explore using unique instances or alternatives to domain separation , which may be less complex and easier to maintain, if any of the following are true: • Tenants want to administer the instance themselves • Tenants have diverse process and UI needs • Tenants are large enough that their transactions or data stored would require multiple nodes and/or dedicated hardware • Your departments in your organization want to isolate records • There are strict regulatory requirements for data that require separate databases be used (complete physical data separation)

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