Service Manager


Types of Users

There are three types of Service Manager users and different roles for each user type. Based on the user type and role the responsibilities and access to workspaces vary.

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. The user roles include:

Service Desk Analyst

Service Desk Manager

Release Manager

Change Manager

Licence Manager

Knowledge Manager

Report Manager

Project Manager

Portfolio Manager

Configuration Manager

Discovery Manager

Service Owner.

Administrators: These users manage how other users access the application. Some of the functions performed by an Administrator are:

Control features that users can have access to based on the user role and permissions granted.

Manage notifications and access to reports.

Create new functionality with scripts or custom applications to extend an instance beyond standard configurations.

Automate processes, add functionality, and integrate Service Manager with other applications.

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