This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Service Request Management user roles

The following table shows the user roles for BMC Service Request Management:

User role

Description

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
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