User goals and features


Your role in  determines the functions you perform. Often, multiple roles can perform the same tasks. 

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user goals and features

The following table outlines the common 

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user goals (especially those related to solving business problems) and how product features address these goals:

Roles

Goals and features

Reference

Service desk analyst

  • Register incident requests
  • Assign the incident requests that they cannot resolve to the most appropriate group for resolution
  • Update incident requests with relevant information and status changes
  • Escalate incident requests, for which resolutions can be implemented only through the change management process, to the owner of the affected service
  • Resolve and close registered incident requests
  • Validate incident request resolutions with users

Group coordinators and on-duty managers 

  • Monitor incidents and assign open incidents
  • Facilitate the resolution of escalated incidents in accordance with the escalation policy
  • Review reports
  • Ensure that incidents requiring root cause analysis are copied into Problem Management
  • Review the solution proposed by the specialist and approve the solution
  • Manage scripts, templates, and decision trees


Some content is unavailable due to permissions.

user goals and features

The following table outlines the common 

Some content is unavailable due to permissions.

user goals (especially those related to solving business problems) and how product features address these goals:

Roles

Goals and features

Reference

Problem coordinator

  • Perform the incident request review
  • Create the problem investigation
  • Perform the root cause analysis
  • Perform the analysis review
  • Close the problem investigation

Specialist

  • Establish the root causes of identified problems
  • Propose structural solutions for problems and implement them
  • Update the problem investigation with relevant information and status changes


 

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