Multi-tenanted architecture

Enjoy the cost benefits of a shared infrastructure while ensuring that your organization's data, processes, configurations, integrations, and dashboards are kept completely segregated from those of other organizations.

Learn how multi-tenancy can be both cost-effective and secure ›

Cloud-powered scaling for non-stop availability

Micro Focus strives for a Service Level Objective (SLO) of 99% uptime and general availability for Service Support Manager on Demand services, outside of scheduled maintenance windows. An elastic enterprise cloud infrastructure optimizes user load, even when unforeseen "spikes" occur.

Whether you’re scaling up or down, a robust process management platform powers on-demand services. Enterprise-level data protection and backups are guaranteed.

  • Built-in queues
  • Throttles
  • Load balancing
  • Auto-start

Find out how Micro Focus ensures continuous availability ›

Security and compliance through multi-tenancy

Keep sensitive data secure with a multi-tenanted environment. Each customer implementation resides in its own isolated namespace, ensuring complete data security.

Learn about ensuring secure access and compliance ›

Authentication integrated with your existing system

No more sticky notes full of different logins and passwords for different applications. The Micro Focus hybrid authentication solution integrates smoothly with your on-premises authentication system, including LDAP. Users who are already authenticated by your existing framework are granted access to Service Support Manager on Demand as well, eliminating password management.


Service Support Manager on Demand teams up with your existing IT systems on-premises or on the cloud—no coding required.

  • REST
  • SOAP
  • JavaScript API
  • XML
  • JSoN
  • JMS

Get the specifics of Service Support Manager on Demand integrations ›

Hybrid cloud support

Retain sensitive data behind a firewall in public, private, and hybrid clouds—Micro Focus IT management solutions are model-driven, virtually assembled, and 100% flexible.

  • Multi-tenancy
  • Process federation
  • Hybrid connectivity
  • Federated authentication
  • Single sign-on

Learn how a process-to-process data integrates private and public clouds ›


Configure your instance of the system to best meet your needs. Micro Focus on-premises and on-demand ITSM solutions are built on the same process management platform. Customize your instance of the solution and give each organization its own secure namespace within the multi-tenanted environment.

As with the on-premises version of the Service Support Center, the workflows, forms and screens, integrations and orchestrations, notifications as well as reports and dashboards in SSM on Demand can be visually configured. SSM’s unique Composer tool visually compares your version of the solution with another so you can manually merge items, thereby simplifying upgrades.

Hosting details

The data centers that make up the cloud infrastructure of Service Support Manager on Demand are distributed across three continents. Instantly scale up or down as required.

All datacenters feature a secure, durable technology platform with industry-recognized certifications and audits:

  • PCI DSS Level 1
  • ISO 27001
  • FISMA Moderate
  • FedRAMP
  • SOC 1 (formerly referred to as SAS 70 and/or SSAE 16) and SOC 2 audit reports

Each of the data centers have multiple layers of operational and physical security to ensure the integrity and safety of your data.

All the benefits SaaS-based solutions

Maintaining and upgrading IT solutions internally results in extra costs. SSM on Demand delivers the same power of on-premises Service Support Manager and Service Request Center—but it’s hosted on the cloud.

  • Seamless upgrades result in fewer disruptions
  • Reduced administration and maintenance costs
  • Configuring vs. coding to match your processes
  • True multi-tenancy that supports IT shared services
  • Scalable infrastructure that matches your growth
  • Predictable costs from month–to–month
SaaS delivery of Service Support Manager

Speed up issue delivery while maintaining end-to-end visibility across the service delivery lifecycle. Service Support Manager is a complete IT service management (ITSM) solution. It helps you easily configure processes to match the way you deliver services.

Like its on-premises counterpart, SSM on Demand seamlessly integrates with Release Control to help bridge the dev-ops divide.

Take a closer look at Service Support Manager ›

Run Service Request Manager on the cloud

As the single point of contact with your IT organization, Service Request Center makes it easy for your customers to browse a rich array of IT and business services, access a knowledge base, quickly submit, track, and approve service requests, and monitor service level agreements (SLAs).

Service Request Manager complements Service Support Manager. Together, they form a complete cloud-based ITSM system.

Read about how Service Request Manager acts as an IT front office ›

"Service Support Manager provided us with the ultimate buy vs. build justification for ITSM. The connectivity into release automation was an advantage. The combination represents the ultimate orchestration story."
Matt Stratton   /   Director of Technology Operations  Apartments.com