Setting up MSP for one company
Hey,
as I am encountering various challenges and problems, I'd like to ask for your guidance/experiences/best practices.
I am setting up MSP for ~300 target technicians, all in one company. I am assuming that each department will have it's own account, mostly for different notification rules, categories etc.
Therefore I have some questions:
1. Each account needs it's e-mail. Should it be the same as one of the support groups within or different?
2. Sites - each account needs a site defined. How should I create them to achieve as much default coherence as possible? I will be using different sites within an account, but at the start all I need is one for all of them.
3. Incident catalog - I will be using it like a self-service portal for users within my org. This is my way of dealing with e-mail only issues, which lack details and require identification work on the technician's part. It will contain such areas as:
- IT
- Customer Care
- Contact Center
- Bureau Administration
- Law Bureau
- Data Analysts
- System support
- Backoffice
- Equiment and other bureau stuff orders
- Security issues
- Vendor Care
- Projects
Guidelines, best practises?
4. How should I handle importing requesters from the AD, as they will be the same AD accounts for different SD accounts (one can be a requester for SD_Account_1 and technnician for SD_Account_2)?
Thanks in advance for any input and replies.
Best regards,
Marcin
as I am encountering various challenges and problems, I'd like to ask for your guidance/experiences/best practices.
I am setting up MSP for ~300 target technicians, all in one company. I am assuming that each department will have it's own account, mostly for different notification rules, categories etc.
Therefore I have some questions:
1. Each account needs it's e-mail. Should it be the same as one of the support groups within or different?
2. Sites - each account needs a site defined. How should I create them to achieve as much default coherence as possible? I will be using different sites within an account, but at the start all I need is one for all of them.
3. Incident catalog - I will be using it like a self-service portal for users within my org. This is my way of dealing with e-mail only issues, which lack details and require identification work on the technician's part. It will contain such areas as:
- IT
- Customer Care
- Contact Center
- Bureau Administration
- Law Bureau
- Data Analysts
- System support
- Backoffice
- Equiment and other bureau stuff orders
- Security issues
- Vendor Care
- Projects
Guidelines, best practises?
4. How should I handle importing requesters from the AD, as they will be the same AD accounts for different SD accounts (one can be a requester for SD_Account_1 and technnician for SD_Account_2)?
Thanks in advance for any input and replies.
Best regards,
Marcin