Customer Information

Use this page to define the type of customers supported by your service organization. The default service desk application configuration provides internal support for your employees and managers. To add external support, or if you are operating as a Managed Service Provider (MSP), edit the customer classification.

• Internal Support: Supports managers and employees within your organization.
• External Support: Supports external accounts and partners.
• Managed Support: Supports a Managed Service Provider (MSP) who provides a Service Desk for other organizations, such as outsourced service providers.

Click Next to save your settings and go to the next page.

Use this page to define how customers are organized within their classification. Customer service may be defined and governed by a service level agreement, which may vary between department. The default configuration contains a list of departments common for most organizations, such as Accounting, Human Resources, and Sales and Marketing. To distinguish between customers in a different manner, or to support external customers, edit the customer segmentation.

Select either Every customer will get the same experience or Customers will receive a different experience based on Department/Company.

If you select the second option and select Department, the Select from the following departments: section becomes active. You can select from the following departments or click Add Department to customize a department for your organization.

• Within the Add Department section, enter a unique name for the new department, then click Save & Activate. The system adds the department to the list and makes it active.
• By default, each department is active and available for customization. To deactivate a department, click Deactivate next to the department name.
• To modify a department name, click Edit next to the department name.
• Click Next to save your settings and go to the next page.

If you select Customers will receive a different experience based on Department/Company and select Company, the Select from the following companies: section becomes active. Click Add Company to customize a company for your organization.

• Within the Add Company section, enter a unique name for the company, then click Save & Activate. The system adds the company to the list and makes it active.
• By default, each company is active and available for customization. To deactivate a company, click Deactivate next to the company name.
• To modify a company name, click Edit next to the company name.
• Click Next to save your settings and go to the next page.

Designate the services rendered by your organization. The default configuration contains a list of services provided by an IT department in a typical organization. To provide services unique to your organization, edit this list. To use the default Service Catalog, skip this section. You can add services later. See Working with Request Offerings.

• To add a service, click Add Service. Within the Add Service section, enter a unique name for your service, then click Save & Activate. The system adds the service to the list.
• To modify a service description, click Edit next to the service name.

• Click Next to save your settings and go to the next page.