Introducing Domain Separation

Domain Separation is designed to control what fulfillers can see and do. ServiceNow applications have been typically designed so that a fulfiller has access to all the tasks in a particular application and the application works consistently for each person. Domain separation tags configuration and data so that the platform can choose what is relevant for a particular user at the appropriate time.

The design for domain separation is focused on the needs of Managed Service Providers (MSPs). These use ServiceNow for helpdesk and other services and sell their capabilities to their customers. This means that an MSP can provide a large call center, enjoying economies of scale, providing fulfillers who input incidents for multiple companies - all in a single instance.

While the instance should be configured with the MSP's standard processes as a baseline, each customer of the MSP may have specific configuration requirements. Additionally, the MSP's customers may want...