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msp

Managed Service Providers

Overview

The typical process of enabling an MSP instance includes the following key steps:

1.MSP Gateway Onboarding

2.Customer Endpoint Onboarding

3.Customer Endpoint customization

Before diving into the enablement process, it is important to understand a few key definitions.

Definitions:

MSP Gateway:

The Perspectium MSP Gateway currently runs only on the ServiceNow platform and is normally the MSP domain separated or standalone instance that services the Customer. The MSP Gateway is installed as an Update Set on the MSP instance that the Customer will integrate with. It contains the Replicator base code with MSP specific mapping and workflow requirements for the supported processes.

The concept of the MSP Gateway is a One - To - Many approach. That means one provider is servicing many customers through the gateway.

Therefore, when making a change that affects the “Many” at the source, make the change at the table map for outbound and import set/transform map on the inbound.

MSP Endpoint:

The MSP Endpoint integrates with the MSP Gateway to fulfil the processes supported by the MSP service. This runs in the Customer instance for ServiceNow, or Customer tenant for Salesforce. Other endpoints are also supported such as HP ServiceManager or BMC Remedy.

Message Broker Service:

The Perspectium data service that connects the MSP Gateway with the MSP Endpoint to facilitate bi-directional workflow synchronization.

Common Document Formats:

A common schema for workflow type integrations between systems. Common document objects can be transformed by import sets on the way into the target platform, or transformed on the way out using table maps. This ensures compatibility and allows specific customizations per customer while requiring Perspectium to maintain and version control the underlying service.

Installation

Onboarding

Customizations

Error Handling

Data Models

msp.txt · Last modified: 2017/10/28 23:04 by paul