Service Manager powered by HEAT

Types of Ivanti Users

There are three types of Ivanti Service Manager users:

•Self Service Users: Employees and external customers who use the Self-Service Portal to request IT business services, such as reporting a service interruption or ordering a computer. Users in the Self-Service Portal can also create incidents and check the status of existing incidents using a web browser.

•Users: In Ivanti Service Manager, users are the IT support staff who manage service requests, incidents, and problems. Some of these users are Service Desk Analysts, Service Desk Managers, Release Managers, Change Managers, Problem Managers, License Managers, Knowledge Managers, Report Managers, Project Managers, Portfolio Managers, Configuration Managers, ISM Discovery Managers, and service owners.

•Administrators: These users manage how other users access Ivanti Service Manager. They make features available to selected users by granting the users roles and other access controls. They also typically manage notifications and access to reports.  Administrators can also create new functionality with scripts or custom applications to extend an instance beyond standard configurations. Typically, they automate processes, add functionality, and integrate Ivanti Service Manager with outside applications.

This guide is intended for administrators.