Service Request Management user roles

User

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

Business manager

• 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

BMC Service
Request
Management
application
administrator

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

Service catalog
manager

• 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)

Business analyst

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

Service request
coordinator

• 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

Fulfillment
provider

• 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

Work order
manager

• 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

Work order
assignee

• Implements assigned work orders
• Creates work order tasks