Multi-sourcing gives enterprises flexibility, resilience and leverage. Instead of relying on a single outsourcing partner, you can choose specialists for different functions - networks, apps, end-user support - and scale them independently. It’s a more agile model for modern IT.
But it also introduces complexity. Each provider brings its own processes, platforms and reporting methods. Tickets multiply, SLAs become fragmented and visibility across the service chain weakens.
“We’ll likely keep multiple providers. The future state will be more fragmented than today.”
Group lead, Service Improvement, Global manufacturer
Support Fusion was built to make this model workable - connecting every supplier’s tool to your ITSM so your panel behaves like one operation.
Tickets raised in your ITSM are re-entered into a provider’s system. Updates bounce around by email. Nothing closes cleanly.
To check progress, staff are given logins to supplier tools. It creates onboarding overhead, audit risk and inconsistent visibility when people move.
When different systems run different clocks, SLA breaches and ownership disputes appear. Review meetings become debates over whose timer was right.
Leadership wants a complete service picture, but reporting is split across exports and screenshots.
“I don’t want to set up 100 supplier accounts so my team can see updates. I want updates in our system.”
Enterprise IT leader
Enterprises are not moving away from panels - they’re finding ways to operate them better. Here’s what a practical model looks like:
Keep one home system
Your ITSM remains the source of truth for demand, SLAs, change and reporting.
Let suppliers use their own tools
Forcing them into your platform slows delivery. Their PSA or ITSM is tuned to their workflows.
Connect at the ticket layer
Sync records, statuses, comments and attachments bi-directionally. Route by resolver group so the right supplier sees only their work.
Align SLAs at the connector
Mirror priorities and due times across systems. Capture pause conditions and handoffs so metrics stay consistent.
Minimise standing access
Exchange only the data required by contract. No extra logins, no security gaps.
This is where Support Fusion fits.
Support Fusion pairs your ITSM ticket with the matching record in each supplier’s system. Both sides stay in their native tool. Everything stays in sync.
Define which assignment groups map to which suppliers. When your team assigns “Network Ops”, the correct provider receives the ticket automatically.
ServiceNow categories don’t exist in Jira or Zendesk the same way. Map once, preserve the meaning both sides understand, and keep context intact.
Statuses, comments and attachments move between systems instantly. Analysts stay in their own workspace without losing visibility.
Support Fusion carries priorities and due times across systems, records handoffs and pauses clocks correctly. Reviews stop debating data and start improving performance.
Your users never log into supplier tools, and suppliers never log into yours. It’s cleaner, faster and safer.
Replace a supplier or add a new one without changing process. Update routing, not your platform. The panel stays connected throughout transitions.
“We’re bringing level 1 back in-house and keeping specialist providers for tier 2. We need it to work cleanly across systems.”
— Enterprise IT leader
An employee raises a ticket in your ITSM.
It’s routed to “Network Ops” - mapped to Supplier A’s system.
Support Fusion creates a paired ticket in Supplier A’s tool.
Supplier A updates status and adds diagnostics; your ITSM mirrors those updates instantly.
The issue shifts to “Identity”. Support Fusion closes the first supplier’s ticket and opens a new paired record with Supplier B, carrying handoff notes and SLA data forward.
You run an SLA report in your ITSM. It shows the full journey - end to end, across every supplier.
Keep ServiceNow as the enterprise system of record. Connect it to suppliers using Jira Service Management, HaloPSA, Autotask, ConnectWise, Freshservice, Zendesk and others. Maintain one process, one view.
Freshservice or Halo ITSM are becoming popular for cost efficiency and agility. Support Fusion preserves those benefits when larger providers remain on ServiceNow.
Start simple. Incident and request flows are enough to pilot. Support Fusion handles the cross-system work while your processes evolve.
Zero-code setup – Authenticate, choose mappings and deploy with guided defaults.
Contract-aware configuration – Define queues, priorities and data boundaries per supplier.
Controlled rollout – Start with one resolver group and one supplier, then expand.
No process disruption – Everyone keeps working in their existing systems.
60–90% less manual re-keying
SLA data that matches reality
Reduced login and access management
Faster supplier onboarding and offboarding
Clean, consolidated reporting
We have one enterprise ITSM for requests and reporting
Suppliers can use their own tools if data stays in sync
Resolver groups and ownership are defined
SLAs are mirrored across systems
Supplier access is minimised
We can pilot with one supplier before scaling
Which system do you use for incidents and change?
Can we integrate at the ticket level instead of sharing logins?
How do you map priorities and SLAs?
What data will you exchange with us?
How do you handle cross-supplier handoffs?
Support Fusion doesn’t replace your ITSM or your suppliers’ tools. It’s the connective layer that makes multi-sourcing work in practice.
You get the flexibility of panels without the rework, the visibility of one system without forcing standardisation, and the confidence that every provider stays aligned.
Next steps
If you’re planning to refresh contracts or move to a panel model, we can help map your flows and run a low-risk pilot. Start with one resolver group, one supplier, and see value within hours.