Who uses self-service?

Self-service access is useful for all individuals in an organization. It enables them to make requests through self-service Web pages. These requests include service disruptions, service requests, catalog item requests, requests for information (RFI), or complaints. Typically, these requests generate an interaction in Service Desk, or they are a request for specific item or service in a service catalog. The following table shows typical organizational roles and how different employees might use the self-service feature.

User name Tasks
Employee user

Uses self-service to make requests for self and on behalf of other employees and managers.

Example, a user needs spreadsheet software upgraded to the newest version.

Administrative assistant

Uses self-service to make requests primarily for others.

Example: a manager directs an assistant to request a color printer for the office.

Department Manager

Uses self-service to make requests for self and direct reports.

Example: a manager requests new computer systems for each software developer in a group.

IT Technician

Makes service requests for self.

Example: a technician needs to change an address in an employee record.

High level executive

Makes approvals for high dollar catalog orders.

Example: a senior manager needs to approve a request at the business executive level.

Related topics

Self-service licenses
Self-service tailoring
Configuring the self-service working environment
Creating self-service users
Accessing Service Manager
Working with self-service requests