Administer > Administer Service Management > People > Roles > Default roles

Default roles

Service Management has pre-configured roles that are consistent with ITIL v3 recommendations and naming conventions. Service Management also has custom roles to support various users and modules, including the On-Premise Bridge, MT Console, and Service Portal.

You can assign these roles to end users, modify the permissions associated with a role, or make other changes to meet the requirements of your environment.

Role Description
Application Analyst Creates, updates, and deletes optimization records; creates surveys and evaluates survey results for application cloudification.
Application Owner Creates, updates, and deletes applications and roadmaps.
Application Portfolio Administrator Assigns roles for the APM module; defines workflows for applications and optimizations.
Application Portfolio Manager Creates and updates application portfolios; runs portfolio analysis.
Asset & Configuration Administrator Configuration administrator for Service Asset and Configuration Management.
Asset & Configuration Manager Configuration manager for Service Asset and Configuration Management.
Business Intelligence Integration Customer role for the Business Intelligence integration.
Catalog Administrator Administrator of the Service Catalog.
Change Approver Evaluates and authorizes (or disapproves) changes.
Change Assignee Responsible for assigned change.
Change Coordinator Coordinates all requests for changes throughout their lifecycle.
Change Manager Manages changes and functions as the point of escalation.
Change Owner Reviews and manages assigned changes.
Change Process Owner Accountable for all change-related activities. Functions as the champion, advocate, and design lead of the change module.
Change Requestor Submits requests for changes.
Change Task Assignee Closes assigned change tasks.
Contract Manager Manages external vendors and contracts with vendors.
Default Default user with login and Service Portal permissions to create and view requests.
Favorite Views Owner

Creates public views.

Tip This is a very granular role, granting permission to a single area. Combining it with another role that already has the same permission would be redundant. But you can use it to add this permission to someone who has another role that does not grant the permission to create public views, without altering that other role.
Financial Manager Manages financial aspects of the assets, including devices, licenses, and infrastructure and peripheral assets.
Guest

Can view the following on the Service Portal:

  • Available services
  • News and knowledge articles
  • Questions that have been submitted

Note Cannot submit nor answer questions.

Idea Administrator Configuration administrator for Idea Management.
Idea Reviewer Reviews, categorizes, and approves/rejects ideas.
Incident Analyst Investigates and resolves assigned incidents.
Incident Coordinator Coordinates resolution and closure of incidents.
Incident Manager Manages incident resolution and functions as the escalation focal point.
Incident Process Owner Accountable for all incident-related activities. Functions as the champion, advocate, and design lead of the incident module.
IT User Has full access to all functional modules, including some configuration rights. Has read-only access to foundational data.
Knowledge Administrator Has all permissions assigned to manage Knowledge Management article publication.
Knowledge Contributor Creates, edits, and reviews knowledge articles for an internal or external audience.
Knowledge Publisher Publishes knowledge articles to an internal or external audience.
MT Administrator Manages the multi tenant (MT) environment for a provider tenant. This is the only user, along with the Tenant Admin, who has permissions to add users who can access managed customer data.
MT Agent Manages and is able to access managed customer data. Only users with this role can be added to the list of users who can view incident or request data for a managed customer in the Vendor Management > Managed Customer tab.
OPB Remote Agent Integrates On-Premise Bridge internal processes.
Portfolio Manager Analyzes proposals, defines the workflow, and manages business objectives.
Problem Analyst Investigates and resolves assigned problems and known errors.
Problem Coordinator Coordinates problem records through their lifecycle.
Problem Manager Manages problem resolution and functions as the escalation focal point.
Problem Process Owner Accountable for all problem-related activities. Functions as the champion, advocate, and design lead of the problem module.
Problem Task Assignee Closes assigned problem tasks.
Program Manager Owns programs. Can add content and is responsible for managing related projects together.
Project Manager Owns projects. Responsible for managing all aspects of a project's success.
Project Portfolio Manager Owns project portfolios. Can add content and is responsible for high-level management.
Proposal Administrator Creates approval definitions for proposals.
Proposal Creator Creates, publishes, and abandons proposals.
Proposal Reviewer Reviews, categorizes, and approves/rejects proposals.
Release Coordinator Coordinates release records through their lifecycle.
Release Process Owner Accountable for all release related activities. Functions as the champion, advocate, and design lead of the release module.
Reports Publisher Configures charts and graphs for reporting.
Request Approver Business approver for a request.
Resource Manager Creates and edit resources types.
SACM Integration Customer role for external integrations.
Self-Service Portal Administrator Manages entitlement rules and the Service Portal user experience.
Self-Service Portal User Service Portal end user has permissions to view the Services catalog, search for knowledge articles, submit questions, and respond to questions submitted.
Service Level Manager Negotiates Service Level Agreements and manages Service Level Management processes.
Service Request Agent Assignee who fulfills service requests.
Service Request Coordinator Assigns and coordinates service requests.
Service Request Manager Manages the Service Request module and functions as the escalation focal point.
Service Request Process Owner Accountable for all service request-related activities. Functions as the champion, advocate, and design lead of the Service Request module.
Service Request Task Assignee Completes and closes assigned service request tasks.
Software Manager Manages the life cycle of software assets and license optimization.
Stockroom Admin Manages stockrooms and their content.
Strong Identity Validation Bypass

Can approve tasks without strong identity validation.

Note This role is not relevant for users with the Tenant Admin role.
Survey Editor Creates and manages surveys.
Tenant Admin Super user role that has permissions for everything in the application. It is recommended to assign only one tenant admin role per tenant system.
Vendor Liaison Interfaces with external third-party support representatives for incident resolution.

Note A role indicated with a lock icon is a system role, which cannot be edited.

Related topics