User goals and features
User | Goals and features |
|---|---|
User | Submit service requests through the Request Entry console. See Submitting-requests. Use Knowledge Base articles to resolve problems without submitting a service request, and provide feedback on the usefulness of articles. See Using-Knowledge-Base-articles-to-resolve-problems. Respond to request surveys. See Submitting-a-request-survey. |
Business manager | Approve requests as the requester's manager, which is specified in Manager's Name field on the More Details tab of the People form. See Approving-or-rejecting-requests. Review the consolidated or individual status of service requests in the organization. See Using-the-Business-Manager-Console. |
Application administrator | Install and configure the application. SeeBMC Remedy IT Service Management deployment documentation. Perform system-level troubleshooting. See Troubleshooting. Grant permissions to users. See Roles-and-permission-groups-in-BMC-Service-Request-Management. |
Service catalog manager | Create requestable services, including service level agreements (SLAs), cost and price, common and organization-specific offerings, and mappings to the fulfillment process. See Guidelines-for-designing-services and Getting-started-with-creating-services. Manage the SRD life cycle, from draft to approval, and then to deployment. See Creating-service-request-definitions-Basic-configuration. |
Business analyst | Use the Service Request Designer to create requestable services. See Using-the-Service-Request-Designer-to-create-services. |
Service request coordinator | Monitor requests, create requests on behalf of others, review request approval cycles, and troubleshoot requests. See Using-the-Business-Manager-Console. |
Fulfillment provider | Complete assignments required to fulfill a request. SeeUsing BMC Service desk to manage incidents and problems,Using BMC Change Management, and Using-the-Work-Order-Management-application. |
Work order manager | Track work orders, monitor support staff activities in implementing the work order, and handle work assignments. See Using-the-Work-Order-Console. Create tasks to fulfill work orders and schedule people and resources to implement tasks. See Using-tasks-to-divide-and-delegate-work. |
Work order assignee | Handle work assignments. See Using-the-Work-Order-Console. |
Developer | Customize the application. See Developing. Integrate third-party applications. See Integrating. |