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Mapping Incident Management permission groups to ITIL roles


This section lists the incident management roles that are defined in the IT Infrastructure Library (ITIL) and the equivalent permissions that each role needs in Incident Management to complete the relevant procedural steps. For the incident management process, the BMC Service Management Process Model defines the support staff roles in line with the ITIL defined incident management roles.

This section does not list all of the permission groups and functional roles defined in Incident Management, only those that are mapped to ITIL roles. For a description of the responsibilities associated with permission groups, see Incident-Management-roles-and-permissions  and Problem-Management-roles-and-permissions.

The following table shows the Incident Management role mapping:

ITIL role name

Apex Global user

Incident Management permission groups

Service Desk Analyst

Francie Stafford

Incident Master
Problem Viewer 
Infrastructure Change Viewer 
Asset Viewer

Specialist

Ian Plyment

Incident User 
Problem User 
Task User 
Infrastructure Change Viewer 
Asset Viewer

Group Coordinator

Bob Baxter

Incident User 
Problem User 
Infrastructure Change User 
Asset Viewer

On-Duty Manager

Mary Mann

Incident User 
Problem Viewer
Infrastructure Change Viewer 
Asset Viewer

Service Owner

Allen Allbrook

Incident User 
Problem Viewer
Infrastructure Change Viewer 
Asset Viewer

User

Joe Unser

No Incident Management permissions are needed.

 

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