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    Topology Use Cases
    • 03 Jul 2024
    • 8 Minutes to read
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    Contents

    Topology Use Cases

    • Updated on 03 Jul 2024
    • 8 Minutes to read
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    • PDF
    Article summary

    Platform Topology refers to how components and services are structured within an IT infrastructure platform. It's about organizing these elements for efficient service delivery and management. Applying IT Service Management (ITSM) principles helps align the platform with organizational goals. SymphonyAI has launched a modern, user-friendly AI Powered Experience, offering significant value to customers with pre-configured business apps. You heard it right. That's Apex Platform - highly configurable, with rich controls, robust, and caters to various customer types.

    The initial release supports IT Service Management (ITSM) and IT Asset Management (ITAM) applications, with plans to add more enterprise-grade applications in subsequent releases.

    Platform Components

    The main components of the Platform are:

    Domain

    A Domain is the highest level entity where you configure other platform components. By default, there is only one Global Domain. For instance, ACME Company can be seen as a Global Domain. A Global Domain cannot be deactivated because there must always be at least one. However, you can change the Global Domain if needed.

    Sub Domain

    A Sub Domain functions as a business unit within a specific domain. A Domain can include one or more Sub Domains. For example, the ACME Global domain can encompass ACME Services (a global Sub Domain) and ACME Healthcare (a local subdomain). A global subdomain must always be configured under a global domain. Access permissions for applications are managed at the Sub Domain level using roles and users.

    Department

    A Department can be considered an internal department or a business unit within an organization. For example; Operations, Automobile, and Healthcare are examples of Department. Departments are created under a Domain and Sub Domain. Department comprise Application Groups, Applications, and Modules.

    Application

    An Application is designed to provide services and records for a Department which is aligned to a Sub Domain. For example, an IT Department uses ITSM and ITAM applications that are used by IT Support Team. For an HRMS Department, 'New Joinee' and 'Employee Details' Applications cater, while 'Maintenance' and 'Insurance' Applications cater to an 'Automobile' Department.

    Module

    A Module is the sub-component in the Application. For example, 'Incident' and 'Service Request' are Modules under an 'ITSM' Application, 'Recruitment' and 'Onboarding' are Modules related to the HRMS Application, while 'Accessories' and 'Repair' are Modules in the 'Maintenance' Application.

    User Persona: Super Admin

    Key Benefits

    Use Cases

    Summit's Platform is robust to meet the requirements of all types of customers ranging from Small Customers, Conglomerates, Small MSPs, and Large MSPs. The following section depicts various use cases for each customer type.

    Small Customer

    Let's explore the following use-case for a Small Customer.

    Use Case
    Solution
    Fredrick is a Super Admin user who is tasked with setting up the Platform for ACME Customers. ACME is a small customer, primarily in IT services and Automobile business sectors. Fredrick understands the requirement of ACME customers. As ACME is a small customer, Fredrick creates 1 Global Domain and 1 Global Sub Domain. As there are 2 business units, Fredrick creates 2 Departments: 1 IT and 1 Automobile Department under ACME Sub Domain.

    Fredrick groups 2 applications ITSM and ITAM under the 'IT' Application Group. Further, Fredrick creates 2 Modules 'Incident Management' and 'Service Request' under ITSM App. Similarly, he creates, 'Asset Inventory' as a module inside the 'ITAM' App.

    Fredrick creates an App Group 'Safety' under 'Automobile' Department. He creates an 'Auto Detect & Protect' app under the 'Safety' App Group. ACME requires a module named 'Collision Detection' which alarms customers before any safety issues. Hence, he creates a module 'Collision Detection' under the 'Auto Detect & Protect' app.

    With this small customer topology in place, the customer can now confidently build and maintain application features.

    Conglomerate 

    A Conglomerate is a large corporation that consists of several different businesses that operate in multiple industries or sectors. Conglomerates typically have diverse portfolios of businesses that may not be related to each other and often own controlling interests in these businesses.

    Conglomerates can be formed through mergers and acquisitions, where companies merge or acquire other companies to create a larger and more diverse corporation. They can also be formed by starting new businesses or expanding existing ones into new markets.

    Let's explore the following use-case for a Conglomerate.


    Use Case
    Solution
    ACME a Conglomerate has 2 different business units, ACME Services, and ACME Healthcare. ACME wants to use Summit's revolutionized platform, which can provide data visibility for common Apps such as ITSM/ITAM used by ACME Healthcare business unit, as well as data privacy for Apps such as Healthcare and Automobile specific to business units.     As ACME is a Conglomerate with 2 different business units, Fredrick creates 1 Global Domain 'ACME' and 2 Sub Domains: ACME Services (Global Sub Domain) and ACME Healthcare (Local Sub Domain).

    Both the business units 'ACME Services' and 'ACME Healthcare' have a common requirement for an IT department. Hence, a Department 'IT' is created for both business units. Fredrick groups 2 applications ITSM and ITAM under the 'IT' Application Group. Further, Fredrick creates 2 Modules 'Incident Management' and 'Service Request' under ITSM App. Similarly, he creates, 'Asset Inventory' as a module inside the 'ITAM' App. The users such as Analyst, and Admin in the 'ACME Services' should be able to view the data of IT Department under 'ACME Healthcare'. Hence, access permissions are given accordingly to users at the Global Sub Domain 'ACME Services' which enables them to view the data of IT Department also of 'ACME Healthcare'.

    Fredrick creates an App Group 'Safety' under 'Automobile' Department. He creates an app 'Auto Detect & Protect' under the 'Safety' App Group. An Application Group 'Wellness' is created for managing the Healthcare business unit, which constitutes the 'Health Record' App. To manage the patient's appointment and doctor availability a module named 'Schedule' is used and for maintaining a doctor's prescription, a module named 'Clinical Notes' is created under the 'Health Record' app.

    Small MSP 

    Summit Platform can also be used by different types of Managed Service Providers (MSP). An MSP provides expert technical services to customers such as networks, applications, infrastructure, security, and others. The Clients outsource such types of services to MSPs who handle requests and issues by providing expert services. For an MSP Setup, you need to create separate Domains, with the MSP being the Global Domain and customers being the local Domain. 

    Let's explore the following use-case for a Small MSP.


    Use Case
    Solution
    ACME a small MSP providing IT services for 2 other customers - CREST and ZENITH has shared an org structure of itself along with its customers with Summit's Super Admin 'Fredrick'. ACME will be using Summit's Platform for managing Domain, Sub Domains, Departments, Applications, and Modules for itself as well as for its customers CREST (IT + Healthcare) and ZENITH (IT + Automobile).         Fredrick creates the platform topology for ACME which is a 'small MSP' managing 2 customers 'CREST' and 'ZENITH'. ACME is an MSP that will manage 2 IT business units of 'CREST' and 'ZENITH'. Fredrick creates 1 Global Domain 'ACME' and 1 Sub Domain: ACME Services (Global Sub Domain). Fredrick creates 2 Departments, 'IT' and 'Manufacturing' under ACME Services. The applications and modules for both Departments are created accordingly.

    Other than MSP ACME, 2 other customers will also be using Summit's Platform. Hence, two domains 'CREST' and 'ZENITH' are created - which will provide data privacy for each. Data from CREST and ZENITH will be specific to each and will not be displayed to either of the customers. However, IT departments from both CREST Healthcare and ZENITH Motors are being managed by ACME Services, hence users from ACME will be able to access ITSM and ITAM application-related records from both CREST and ZENITH. While data of Healthcare Department belonging to CREST healthcare and Motors Department belonging to ZENITH Motors customer will only be seen by users/roles assigned to respective Customers only.

    For managing the Healthcare business unit, an App Group 'Wellness' is created, which constitutes the 'Health Record' App under CREST Customer. Two modules 'Schedule' and 'Clinical Notes' are created under the 'Health Record' App.

    Similarly, an Automobile App Group is created under Motors Department, followed by a Maintenance App which comprises modules related to Repair and Insurance for Automobiles under ZENITH Motors customer.
    This completes the Topology creation for a small MSP.

    Large MSP

    In addition to a small MSP, even large MSPs can use Summit's platform to manage the different customers they support. The following example illustrates how this can be achieved.

    Let's explore the following use-case for a large MSP.


    Use Case
    Solution
    ACME a large MSP is providing IT services to 2 other customers - Zenith and CREST. The customers have shared their org structure with Super Admin 'Fredrick'. ACME will be using Summit's Platform for managing Domain, Sub Domains, Departments, Applications, and Modules for itself as well as for its customers Zenith (IT + Healthcare) and CREST (IT + Automobile).         Fredrick creates the platform topology for ACME which is a 'large MSP' managing 2 customers 'Zenith' and 'CREST'. ACME is an MSP that will manage 2 IT business units of 'Zenith' and 'CREST'. Fredrick creates 1 Global Domain 'ACME' and 2 Local Domains: Zenith and CREST. A Global Sub domain ACME Services is created comprising IT and Manufacturing Departments.
    ACME Services has ITSM and ITAM apps. The admin and analysts assigned to ACME Services are also managing the IT departments of Zenith and CREST customers. This provides data visibility to IT departments.

    Other than MSP ACME, 2 other customers will also be using Summit's Platform. Hence, two domains 'Zenith' and 'CREST' are created - which will provide data privacy for each. Data from Zenith and CREST will be specific to each and will not be displayed to either of the customers. However, IT departments from both Zenith Healthcare and CREST Motors & CREST Retail are being managed by ACME Services, hence users from ACME will be able to access ITSM and ITAM application-related records from both CREST and Zenith. While data of Healthcare Departments belonging to Zenith Healthcare and Motors / Retail Department data belonging to CREST Motors customers will only be seen by users/roles assigned to respective Customers only.

    For managing the Healthcare business unit, an App Group 'Wellness' is created, which constitutes the 'Health Record' App under CREST Customer. Two modules 'Schedule' and 'Clinical Notes' are created under the 'Health Record' App.

    Similarly, an Automobile App Group is created under Motors Department, followed by a Maintenance App which comprises modules related to Repair and Insurance for Automobiles under CREST Motors customer.
    This completes the Topology creation for a small MSP.

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