Managing customers

Before you begin

• You can add any BMC Helix ITSM company to which you will be able to add users in the People form. The only exception is a company with a Manufacturer type. For more information about the companies in BMC Helix ITSM, see Company.

• Add and configure customers in BMC Helix ITSM. For more information, see Creating companies. 
• Use the following flowchart to decide if you should enable the MSP mode for BMC Helix Digital Workplace Catalog.

Process overview

The following flowchart provides an overview of the process for managing customers, along with the roles required to complete each step.

To enable the managed service provider mode

(On-premises deployment only) As a system administrator, you must enable the MSP mode immediately after you install BMC Helix Digital Workplace Catalog. Do not enable this feature if you are upgrading from a previous version. 

(SaaS deployment only) Submit a help desk ticket throughSupport Central so that BMC can enable the MSP mode.

To add customers and assign services to your customers

As a catalog administrator, you can add customers to only if the MSP mode is enabled.

1. Click Catalog > Customers.
2. From the Company drop-down list, select the customer you want to add.

3. In the Customer options pane, enter the required details.

   Section	Options
   Settings	Select Credit Management to assign credits to the customer, and set an alert for when the credit falls below a specific threshold. For more information, see Managing-the-credit-balance.
   Services	Click Add to search and add services from the Service Catalog pane. The customer administrator can entitle these services to their end users.
   Roles	Click Add to add administrators from the user directory. The company attribute is used to populate the list of users. When you add your customer, make sure that you add at least one user as an administrator.

To add the end users of your customers in BMC Helix Digital Workplace Catalog

As a catalog administrator, you can add the end users of your customers in BMC Helix Digital Workplace Catalog.
For more information about adding users by using the Company attribute in BMC Helix ITSM, see Adding multiple users from dynamic filters of BMC Helix ITSM attributes. 

MSP mode is designed to enforce a separation of responsibilities between MSP‑level administration and customer‑level administration. Users belonging to a customer company are expected to manage only their own company’s services, entitlements, virtual marketplaces, and related configurations. 

To entitle services to end users

As a customer administrator, you must entitle services to the end users who belong to your company.

1. Log in to the Catalog console.
2. Click Entitlements to create virtual marketplaces and entitle services to your end users.
   For more information, see Managing-virtual-marketplaces-by-different-users.

Where to go from here

After you have set up your customers, you can enable credit management.