Roles and permissions

• Specifies the default home page for a server and configures the AR System Customizable Home Page.

• Allows read access to the AR System metadata forms.
• Ability to modify definitions through configurations.

• Configures and manages system, user and application licenses.

• Adds and deletes users in the AR System server, manages user permissions and user preferences.

• Defines who has access to view a report. Views and manages the reports shared by all users.

• Configures and manages the system logs.

Configures and manages the archive policies. The Archive Administrator performs the following tasks:

• Accesses the AR System Archive Manager console

• Enables and disables system-wide archiving

• Enables and disables individual archive policies

• Runs an on-demand archive process

• Exports and deletes archive data

• Manages alerts in the user alerts list.

• Configures the Incoming and Outgoing mailboxes to work with the mail server and manages email templates.

• Responsible for the management of the BMC Remedy ITSM applications. However, application administrator is not a user role. Instead, a sample user is provided with the capabilities that include customizing forms, setting access rights for users, and creating configurations. 

• Decides whether to approve or reject changes.

• Assesses requests for change that originated from Incident Management, Problem Management, Release Management, or Continuity Management
• Registers changes as needed to handle requests for change
• Determines the risk and impact for requested changes
• Prepares implementation plans by creating tasks
• Monitors the progress of changes

• Reviews the risk and impact analysis to ensure that this has been performed thoroughly
• Ensures that appropriate actions have been planned to minimize both the risk of failure and the impact on users during change implementations
• Ensures that the timing of planned implementations does not conflict with other planned changes or events
• Obtains approval for changes

• Ensures that planned application changes are tested before they are transferred to production

• Uses review cost information and prepares periodic charge-back and cost-recovery reports

• Transfers releases after their development in the development environment to the test environment
• Transfers releases after they have been tested in the test environment to the production environment

• Completes tasks and updates them with relevant information and status changes

• Creates jobs, steps, and templates for the companies that they have access to.
• Able to view all jobs that belong to their companies but they can only modify, cancel, or delete the jobs, steps, and templates that they have created.
• If required, they can create company-specific templates.

• DMT Admins can create, view, modify, cancel, or delete all jobs, steps, and templates for the companies that they have been given access to (including jobs that have been created by other users).
• If required, they can create company-specific templates.

• You need AR Administrator user permissions to run the data wizard.

• The Knowledge Management Approver role is the sole functional role that is provided by BMC Knowledge Management.
• The Knowledge Management Approver role enables you to receive approval requests for publishing, canceling, and retiring knowledge articles, that you can approve or reject in Approval Central.
• This functional role is usually assigned to senior members of a support group, who possess a high level of technical knowledge.

Asset Management approvers perform the following tasks:

• Approve or reject requests for the acquisition of new items.
• Approve or reject proposed standard configurations.

For CIs for which their support group is responsible, configuration administrators perform the following tasks:

• Create purchase requisitions.
• After an item is ordered has been delivered, verify the condition and inform purchasing.
• Label items after they have been delivered.
• Keep CIs up-to-date.
• Maintain the information of external organizations that supply or support items.
• Maintain CI relationships. These relationships include the relationships between a CI and other CIs, its supplier, its contracts, and the service infrastructures that it is a part of.
• Manage inventory.
• Perform bulk updates.
• Create maintenance schedules and audit schedules for CIs.

Contract managers are responsible for managing IT contracts.  Contract managers perform the following tasks:

• Create support, warranty, lease, maintenance, and software contract and license information.
• Relate the contracts to the applicable CIs.
• Maintain the contract data.
• Make sure that customers are renewing or renegotiating their contracts.
  In some organizations, the contract manager also takes on the role of software asset manager.

• IT users and other customers place requests for new assets.

• Financial managers use review cost information and prepare periodic charge-back and cost-recovery reports.

Purchasing agents perform the following tasks:

• Obtain quotes from suppliers for items that have been requested for purchase.
• Request approval for ordering items after the quotes from suppliers for these items have been collected.
• Submit purchase orders for items that have been approved for purchase.
• Update purchase line items after configuration administrators have confirmed the receipt of items for which purchase orders were submitted.

• Responsible for optimizing software assets and for managing compliance with software license contracts.
• Evaluate usage of software licenses to make sure that the organization is not over-purchasing licenses. This role can also be fulfilled by the configuration administrator.

Service Desk Analysts are usually first-line support staff. A Service desk analyst's responsibilities include:

• Providing the interface between the service owner organization and its customers
• Obtaining accurate and complete information from the user when creating the incident request, and doing so efficiently and accurately
• Resolving as many of their registered incident requests as possible within the limitations of their access rights and their time constraints
• Ensuring that the incident requests that they have registered, but which they are unable to resolve, are assigned to the most appropriate group for resolution
• Validating incident request resolutions with their users

Specialists are usually second-line and third-line support staff. They are considered subject matter experts. Their main responsibility is to provide an accurate analysis and a diagnosis of their assigned incident requests to restore service to the affected users. A specialist's responsibilities include:

• Resolving incident requests
• Updating incident requests with relevant information and status changes
• Escalating incident requests, for which resolutions can be implemented only through the change management process, to the owner of the affected service

• Monitoring incidents
• Monitoring open incidents requiring assignment
• Managing the assignment of incidents to their appropriate support groups for resolution
• Receiving notifications of incident assignments and escalations
• Facilitating the resolution of escalated incidents in accordance with the escalation policy
• Ensuring the resolution of incidents within the support group's service targets
• Ensuring the overall completeness and accuracy of closed incidents
• Reviewing reports
• Ensuring that incidents requiring root cause analysis are copied into Problem Management
• Managing support group membership
• Managing scripts, templates, and decision trees

Problem coordinators are responsible for the quality and integrity of the problem management process. Problem coordinators have full access to problem investigations, known errors, and solution entries assigned to their support groups.

• Submits service requests
• Monitors the status of their requests
• Makes requests on behalf of other users (entitlement rule and application license are required

• Approves requests as the requester's manager, which is specified in Manager's Name field on the More Details tab of the People form
• Reviews the consolidated or individual status of service requests in the organization

• Installs and configures the application
• Configures the connection to the fulfillment application
• Integrates third-party applications (optional)
• Performs system-level troubleshooting

• Defines application object templates (AOTs) and process definitions templates (PDTs)
• Creates service request definitions (SRDs) (requestable services), including service level agreements (SLAs), cost and price, system-level common offerings, and mappings to the process flow from the business
• Manages the process as SRDs move from draft to approval, and then to deployment
• Defines entitlement to SRDs (optional)

• Uses the Service Request Designer to create requestable services
• Defines entitlement to SRDs (optional)

• Monitors requests in which the service request coordinator is defined as the coordinator, making sure that the requests are executed on time
• Reviews the approval status of requests
• Opens the back-end Service Requests form to view the status of service requests and troubleshoot issues with request fulfillment
• Creates service requests for other users (entitlement rules are required
• With additional configuration, approves requests

• Works as the change assignee, incident assignee, or the work order assignee, to make sure that requests are fulfilled properly
• Completes the assignments required to fulfill requests

• In large companies, plans and oversees the work order process
• In small companies, additionally functions as work order assignee who performs the tasks for work orders
• Tracks work orders

• Implements assigned work orders
• Creates work order tasks

• Can create, modify and deploy processes for all Companies the user has access to.
• Can also map processes to ITSM fulfilment requests (using the process Designer mapping form)

• Can create processes and modify non-live processes, but cannot deploy processes or map them to fulfilment requests.

• View, create, and modify data mappings and data exchanges.
• Manage the BMC Atrium Integration Engine configuration and connection settings.

• View data mappings and data exchanges.

• Create, run, delete, schedule, and monitor jobs. 
• Launch and edit jobs in BMC Atrium Integrator Spoon. 
• Create data store connection
• Edit UDM forms
• Access BMC Remedy AR System Scheduler
• Access BMC Atrium Integrator Carte server
• Access to Atrium Integrator Spoon

• Schedule, run, and monitor jobs.
• View datastore connections.
• View UDM forms.
• Access BMC Remedy AR system Scheduler.
• Access BMC Atrium Integrator Carte server.

• View records for BMC Atrium Product Catalog products, versions, patches, files, suites, storage (software library items), and signatures.

CMDB Administrator

BMC CMDB

• Installing BMC Atrium Core components
• Determining how to allocate server and database resources
• Managing BMC Atrium Core access control by assigning permissions for BMC Atrium Core applications and their components
• Maintaining BMC Atrium Core by adding and deleting users, groups, and roles; backing up BMC Remedy AR System servers; importing data from other systems

• Loading data BMC Configuration Management Database (BMC CMDB)
• Dataset handling, working with normalization and reconciliation, working with bmc.asset or the production dataset
• Set permissions in the CMDB and manage the service catalog

• Writing plug-ins and custom clients that use the BMC Atrium Core APIs 
• Integrating applications with BMC Atrium Core

• Creating and editing configuration items (CIs)
• Querying BMC CMDB
• Simulating the impact of changes to CIs

• View, create, modify, and delete records for BMC Atrium Product Catalog products, versions, patches, files, suites, storage (software library items), and signatures.
• Add and remove BMC Atrium Product Catalog relationships.

• Use BMC Atrium Product Catalog fields and access BMC Atrium Core Product Catalog and DML Online Help.

• Use BMC Atrium Product Catalog fields and access BMC Atrium Core Product Catalog and DML Online Help.