I have an special case, and I know that there are a lot of solutions. But I want to hear from you, experts, what's your opinion.
Here's the case: A public administration has 10 divisions (Transport, Healthcare, Security, Employment, ...) The IT service is organized in two tiers. First there is a list of corporate services, that all divisions receive. Second, each division has it's own set of proprietary services. The Service Desk is divided in divisions, so each division has it's own service desk. support groups for corporate services attend incidents from all service desks. A lot of services are provided by external companies, totally integrated in the structure, where the external employees work in-house. Each couple of years the provider can change, being another company the one that provides the same service. This is transparent for the rest of the organization. Each division has it's own set of management. Well, How would you map the companies? My first approach was to have a company for each division, since it is desirable to have a security layer between divisions (Healthcare managers don't need to see about Employment). Also I created another company for corporate services, where all people working on this IT office is inside another company. The problem arises with services were people are form external companies. For instance the email. The email server are property of the public administration. Also the manager of the service is a public employee. But all technicians are from an external company that is providing the service. It is desirable that the support group would be inside the division. But also would be desirable to have these people on another company so they only see tickets assigned to them (and can¡t spy another services provided by another companies). For the e-mail service case: SOLUTION A: All external people are integrated inside the company "IT Office" and the support group is "IT Office/Corporate Services/Email". PROBLEM: Those people can see every corporate ticket. SOLUTION B: All external people are inside a new company with its own name "Lilonti". But the support group is IT Office/Corporate SErvice/Email". PROBLEM: If I don't provide access to the IT Office company the Lilonti people can't access tickets assigned to them. SOLUTION C: All external people are inside a new company with its own name "Lilonti". The support group is created inside this company "Lilontly/Corporate Service/Email". PROBLEM: If the provider changes, we need to change all assigment rules, templates, etc. Because the support group changed. Any Idea? What would you do? Jose M. Huerta Project Manager** Movil: 661 665 088 Telf.: 971 75 03 24**** Fax: 971 75 07 94**** <http://www.sm2baleares.es/>**** SM2 Baleares S.A. C/Rita Levi **** Edificio SM2 Parc Bit**** 07121 Palma de Mallorca**** <http://es-es.facebook.com/pages/SM2-Baleares/158608627954> <http://twitter.com/#!/SM2Baleares> <http://www.linkedin.com/company/sm2-baleares> La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato.**** P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
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