The Supervisor Role provides maximum access to the system for day-to-day management of the service desk and configuration control.
Supervisor Users can:
Create User and Customer accounts
Assign Roles & Processes
Build workflows
Configure the CMDB
Allocate Technicians to Teams and Escalation Layers
Define Service and Operational Level Agreements (SLAs and OLAs) for the organization.
The Configuration Management Database (CMDB) is the central data repository for the support tool. The CMDB allows centralized management of IT infrastructure through Configuration Items (Items). Within the application, everything is tied to Items in the CMDB. Supervisors control the configuration of the CMDB, which includes:
Item Categories
Lifecycle Templates
Item Types
Classifications
Configuration Items.
The ability to create Items can also be assigned to other Roles, if the Administrator has enabled the option
If a User is assigned multiple Roles, the privileges are consolidated within a single User view. See: Changing Roles.