There are seven access levels in the system that determine the functionality and privileges. These include the Administrator and Customer Roles, plus five User Roles:
A Default Role is assigned if multiple Roles are allocated to an individual.
A User can have more than one Role but only one of the licensed Roles of:
Supervisor
Partner
Technician.
Individuals can be allocated more than one Role. For Users assigned more than one Role, define a Default Portal within their Information screen. When they log into the system, the Default Portal is displayed and they can move to other Portals using the links provided next to their login name.
The Default Portal options include Customer, Setup for system Administrators and User, for those assigned a Supervisor/Technician/Partner, Finance and Manager Role(s).
When a person has multiple Roles, the Default Role is used to log into the system and the privileges of multiple User Roles are consolidated in one view. For example, if a User is assigned Finance, Manager and Supervisor/Technician access, they can view all functionality related to these Roles within the User view.
When the User is also assigned Admin and Customer access, next to their login name, the options of Setup and Customer will be displayed.
The Administrator can access the admin functionality within the Setup view. If the Administrator is also assigned User and Customer access, next to their login name, the options of Setup and Customer will be displayed.
Users or Administrators who are also assigned Customer access can view the Customer Portal through the Customer link displayed in the sub-menu bar. Whilst logged in as the Customer, the options of User and Admin Portal will be displayed within the Customer Portal sidebar Menu.
To move to another User Role portal:
Log in using the credentials for the default User Role
Click on the Setup/User/Customer link, as required.
The screen defaults to the selected functionality.
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.
NOTE: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.
Service Manager 7.0 User Roles and Privileges |
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Modules & Features |
Administrator |
Supervisor |
Technician |
Partner |
Finance |
Manager |
Customer |
Setup |
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Email Setup and email customization |
Yes |
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Create Custom Fields |
Yes |
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Set User, Customer & System Privileges |
Yes |
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UI customization |
Yes |
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Dynamic database switching |
Yes |
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Schedule LDAP/ADS Integration |
Yes |
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Item import via AMIE or .CSV file |
Yes |
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Customer Import |
Yes |
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Scheduled Reports |
Yes |
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Incident Analyzer for Problem Management |
Yes |
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Enable Billing module |
Yes |
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Customize Workflows |
Yes |
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Customize System Messages and Keywords |
Yes |
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Chat |
Yes |
Yes |
Yes |
Yes |
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Context Sensitive Help |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Create Users |
Yes |
Yes |
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Assign User Roles & Processes |
Yes |
Yes |
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Create Teams, Escalation layers & Workgroups |
Yes |
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Create Customers |
Yes |
Yes |
Setup |
Setup |
Setup |
Setup |
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Enable Customer access |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
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View/ Edit Customer |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
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Search Customers |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
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Re-enable deleted Users & Customers |
Yes |
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Create Organizational Units |
Yes |
Yes |
Yes |
Yes |
Yes |
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Assign Contracts to Cust Org. Units |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
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Incident Management |
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Create/Edit Incidents |
Yes |
Yes |
Yes |
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Delete Incidents |
Yes |
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View/ Edit other Technicians' Incidents |
Yes |
Setup |
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Re-assign Incidents |
Yes |
Setup |
Setup |
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Escalate Incidents |
Yes |
Setup |
Setup |
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View all Incidents |
Yes |
Setup |
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Handshaking |
Yes |
Yes |
Yes |
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Incident Groups |
Yes |
Yes |
Yes |
Yes |
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Impact analysis |
Yes |
Yes |
Yes |
Yes |
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View Proposed Solutions |
Yes |
Yes |
Yes |
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Incident analysis |
Yes |
Yes |
Yes |
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Subscribe to RSS feeds |
Yes |
Yes |
Yes |
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Request Fulfilment |
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Create/Edit Service Requests |
Yes |
Yes |
Yes |
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Delete Service Requests |
Yes |
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View/ Edit other Technicians’ Service Requests |
Yes |
Setup |
Setup |
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View all & re-assign Service Request |
Yes |
Setup |
Setup |
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Approve Service Request |
Yes |
Yes |
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Escalate Service Request status |
Yes |
Yes |
Yes |
Yes |
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Handshaking |
Yes |
Yes |
Yes |
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View Proposed Solutions |
Yes |
Yes |
Yes |
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Service Request Groups |
Yes |
Yes |
Yes |
Yes |
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Impact analysis |
Yes |
Yes |
Yes |
Yes |
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Update Workflow State |
Yes |
Yes |
Yes |
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Problem Management |
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Create/Edit Problems |
Yes |
Yes |
Yes |
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Delete Problems |
Yes |
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View/ Edit other Technicians’ Problems |
Yes |
Setup |
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Re-assign Problems |
Yes |
Setup |
Setup |
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Escalate Problems |
Yes |
Setup |
Setup |
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View all Problems |
Yes |
Setup |
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Create Known Errors |
Yes |
Yes |
Yes |
Yes |
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Impact analysis |
Yes |
Yes |
Yes |
Yes |
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View Proposed Solutions & Workarounds |
Yes |
Yes |
Yes |
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Problem analysis |
Yes |
Yes |
Yes |
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Create Workarounds |
Yes |
Yes |
Yes |
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Change Management |
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Create/Edit Change Requests |
Yes |
Yes |
Yes |
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Delete Change Requests |
Yes |
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View/ Edit other Technicians’ Change Requests |
Yes |
Setup |
Setup |
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View all & re-assign Change Request |
Yes |
Setup |
Setup |
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Escalate Change Request/Change CR status |
Yes |
Yes |
Yes |
Yes |
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Approve Change Request |
Yes |
Yes |
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Change Groups |
Yes |
Yes |
Yes |
Yes |
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Impact analysis |
Yes |
Yes |
Yes |
Yes |
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Create Back Out procedure |
Yes |
Yes |
Yes |
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Update Workflow State |
Yes |
Yes |
Yes |
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Release & Deployment |
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Create/Delete Tasks |
Yes |
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Edit Tasks |
Yes |
Yes |
Yes |
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View/ Edit other Technicians’ Tasks |
Yes |
Setup |
Setup |
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View all & Re-assign Tasks |
Yes |
Setup |
Setup |
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Define a Release |
Yes |
Yes |
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Define a Deployment Package |
Yes |
Yes |
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Control Release Lifecycle |
Yes |
Yes |
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Create and Modify Workflow |
Yes |
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Service Asset & Configuration, Service Portfolio & Service Catalog Management |
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Create/Edit/Delete Items |
Yes |
Setup |
Setup |
Setup |
Setup |
Setup |
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View/Edit Items |
Yes |
Yes |
Yes |
Yes |
Yes |
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Search Items |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
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Re-enable deleted Items |
Yes |
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Create Item Categories, Types & Classifications |
Yes |
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Create Outages |
Yes |
Setup |
Yes |
Yes |
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View Outages |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
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Assign Contracts |
Yes |
Yes |
Yes |
Yes |
Yes |
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Service Level Management |
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Define SLAs |
Yes |
Yes |
Yes |
Yes |
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Define Underpinning Contracts |
Yes |
Yes |
Yes |
Yes |
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Define OLAs |
Yes |
Yes |
Yes |
Yes |
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Create Vendors |
Yes |
Yes |
Yes |
Yes |
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Create SLA Breach Codes |
Yes |
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View SLA breaches |
Yes |
Yes |
Yes |
Yes |
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Financial Management |
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Create Purchase Orders |
Yes |
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Process Purchase Orders |
Yes |
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Create and Assign Contracts |
Yes |
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Process Contracts |
Yes |
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Create and Process Invoices |
Yes |
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Create, Manage & View Item Costs |
Yes |
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Forecast Service Item Costs |
Yes |
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Knowledge Management |
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Create Articles/FAQs |
Setup |
Setup |
Setup |
Setup |
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Publish Articles |
Setup |
Setup |
Setup |
Setup |
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Create Article Groups |
Yes |
Setup |
Setup |
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Search Articles |
Yes |
Yes |
Yes |
Yes |
Yes |
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Administer Forums |
Setup |
Setup |
Setup |
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Create/Modify/ Reply to topic threads |
Setup |
Setup |
Setup |
Setup |
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Create Surveys |
Setup |
Setup |
Setup |
Setup |
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Complete Surveys |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
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Reports |
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KPI Reports |
Yes |
Yes |
Yes |
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Incident Reports |
Yes |
Yes |
Yes |
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Problem Reports |
Yes |
Yes |
Yes |
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Change Request Reports |
Yes |
Yes |
Yes |
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Configuration Reports |
Yes |
Yes |
Yes |
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Service Agreement Reports |
Yes |
Yes |
Yes |
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Contract Reports |
Yes |
Yes |
Yes |
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Organization Reports |
Yes |
Yes |
Yes |
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Technician Reports |
Yes |
Yes |
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Knowledge Reports |
Yes |
Yes |
Yes |
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Finance Reports |
Yes |
Yes |
Yes |
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Login Reports |
Yes |
Yes |
Yes |
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System Reports |
Yes |
Yes |
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Build Reports |
Yes |
Yes |
Yes |
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Custom Reports |
Yes |
Yes |
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Home |
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Create Alerts |
Yes |
Yes |
Setup |
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View Alerts |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Enable Quick Calls |
Yes |
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Create Quick Call Templates |
Yes |
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Set User Preferences |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Disable receiving personal email |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
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Dashboard across Processes |
Yes |
Yes |
Yes |
Yes |
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Customer Portal |
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Create/View/Edit requests |
Yes |
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Edit & close existing requests |
Setup |
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View Proposed Solutions |
Yes |
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Search Knowledge Base |
Yes |
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View FAQ’s |
Yes |
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View Service Catalog |
Setup |
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Create Items |
Setup |
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View Outages |
Yes |
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Chat Technician regarding request |
Setup |
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Search Forums |
Setup |
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Complete Surveys |
Yes |
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Subscribe to RSS feeds |
Yes |
The Administrator Role performs System Configuration and Setup tasks including:
Customizing the application and automated messages
Configuring the interaction between external systems, including the authentication servers and asset management tools
Enabling Customer, User, Request and System Privileges
For systems with Problem Management, set parameters for automatic Problem identification and creation.
NOTE:Multiple Administrator Roles can be created within the system
It is recommended that organizations create only one or, at maximum, two Administrators. Only an existing Administrator can create other Administrator accounts.
If a User is assigned multiple Roles, the privileges are consolidated within a single User view. See: Changing Roles.
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.
NOTE: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.
The Technician Role is assigned to service desk staff who work on requests.
Technicians are allocated support Processes and can then be assigned to Teams and Escalation Layers. Technicians can belong to any number of Teams within Processes.
When enabled by the Administrator, Technicians can:
Create new Customers
Create new Items
Reassign requests
Edit other Technicians' requests
Create Alerts
Create, edit, publish and delete Knowledge Base Articles by default.
NOTE:Every Technician must be assigned to a Supervisor
If a User is assigned multiple Roles, the privileges are consolidated within a single User view. See: Changing Roles.
A Partner User is assigned to a Partner Organization and has the same privileges as a Technician User, but can only view and support Customers associated with their assigned Partner Organization.
A Partner Role gives a User the ability to:
Manage their Customers
Manage their Customers' requests
Create and maintain their Customers' Items
View reports.
Users who are assigned the Partner Role must be associated with a Partner Organization, and this is done manually within the User Information screen or within the Partner Organization > Technician tab. Partner Organizations are used in the management of requests between Customers/Organizational Units and external service providers within the support system. It allows multiple Partner Users to be available within a Team, and assigned at relevant levels of escalations for working on requests.
If a Partner User is created and not associated with a Partner Organization, they cannot be assigned to a Team and therefore cannot be assigned to work on requests.
When a request is created for a Partner Organization's Customer it is automatically allocated to the Partner User within the Partner Organization.
The Manager Role is a User who can oversee the activities of the service desk or specific Processes. Managers have access to most parts of the system, primarily on a read-only basis.
The Manager access can be provided to Users who do not actively participate in the day-to-day happenings of service and support Teams, but may require detailed information about the actions and status of requests.
As a Manager, the User can:
Create Customers
View requests within their allocated Processes
Access the full range of reports
Create and modify Items
Approve Service and Change Requests. (Based on licenses for Service Manager product.)
Users who manage the service desk and are to be included in Teams with edit access to requests, should be allocated a Supervisor Role.
NOTE:If a User is assigned multiple User Roles, the privileges are consolidated within a single User view. See: Changing Roles.
Users with the Finance Role are assigned Service Level Management and Configuration Management by default. Their Role is primarily for driving the service costing models and, if relevant, maintaining the Billing module that uses system Contracts and Purchase Orders.
A Finance User can:
Create Customers and Items
Project end to end Service costs
Complete access to SLA's and OLA's
Access reports
Bill for services
Process payment for Invoices
Cancel Maintenance Contracts
Manage IT and Service Assets.
NOTE:A User assigned the Finance Role is the only User with the privilege to process the payment of Invoices
This is relevant for systems that have the Invoice option enabled in the Billing Setup.
If a User is assigned the Supervisor and Finance Role, the privileges are consolidated within a single User view. See: Changing Roles.
The Customer Role is for users who submit Service Requests, Incidents and possibly Change Requests to the service desk.
Within the system, based on the system configuration, Customers can:
Create and manage requests via email
Create, view or edit their requests through the Customer Portal
Self-diagnose issues using the Knowledge Base
Access proposed Solutions during the request creation process
Participate in a live chat with Technicians to discuss their issues
Subscribe to RSS feeds for the latest information on their requests
Access the Knowledge Base, Forums and FAQs
Customers have access to their Items' Outages information
View all Services offered by the Service Organization, if enabled for the system
Approve Service and Change Requests. (Based on licenses for Service Manager product.)