Multi-tenant service desks and their supporting applications have traditionally centered on keeping client or tenant data segregated and delivering cookie-cutter customer experiences. But evolving client expectations for uniquely tailored services and service innovation, and the challenge of differentiation in the mature outsourced IT services industry, are requiring service providers to take a second look at their business models. For many service providers, the next wave of Multitenancy—Multi-tenancy 2.0—requires a configurable client-centric approach.
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