The service management application includes processes to manage the different types of requests:
Service Requests
Incidents
Problems
Change Requests
Release and Deployment
Service Level Management.
Service Requests, Problem, Change, Release and Deployment Management apply based on installed license.
When User accounts are created, access to Incident, Problem, Change, Release, Deployment, Request, Service Level, Configuration and Knowledge Management processes are allocated to the Roles. Allocating processes gives the User access to requests and information within each assigned process.
Providing access to the licensed processes of Incident, Problem, Change and Service Requests means the User can be assigned as a member of support Teams within that process.
Setting access to the support process of
Service Level Management displays the Service Tab for the User when they
log into the application. This allows the User to create and edit SLAs,
OLAs and Underpinning Contracts.
When the privileges of Configuration and Knowledge are selected, the options to define control at a more granular level are displayed in the User Information screen, and Users can be assigned permission to create, edit, delete and publish elements within these processes.
The following User Roles have limitations for the processes they are assigned:
The Finance Role can only be assigned Configuration and Service Level Management
The Management Role can be allocated all processes but with 'Read Only' access.