Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
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Types of Ivanti Users

There are three types of 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.

•Users: In Service Manager, users are the IT support staff who manage service requests, problems and incidents. 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, Discovery Managers, and Service Owners.

•Administrators: These users manage how other users access 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. They also automate processes, add functionality, and integrate Service Manager with other applications.