User roles

The Service Management process can meet best practices when employees involved in the process are assigned user roles in your IT organization. For information on the Service Management organizational model of user roles for best practices, see Service Manager Processes and Best Practices in the related topics.

A user role is a template that combines a collection of application profiles, security roles, and capability words into a single record. Service Manager provides out-of-box user role descriptions with appropriate capability words and application profiles that define a variety of business functions or roles. By defining and assigning user role descriptions, a System Administrator can grant an operator the capability words and application profile required for a particular job.

The Service Management process consists of the following user roles:

Add a user role record
Delete a user role record
Search for a user role record

Processes and Best Practices