User Roles Overview
Understand the key responsibilities of Requesters, Technicians, and Administrators to see how everyone collaborates within ServiceOps.
ServiceOps is a collaborative platform designed to streamline IT service delivery and support. To ensure security and efficiency, the platform defines distinct roles for different types of users. Each role has a specific set of permissions and capabilities tailored to their responsibilities within the organization.
This overview introduces the three primary user roles in ServiceOps. Understanding these roles is the first step to mastering the platform and leveraging its full potential.
The Three Core Roles
| Role | Core Function | Primary Goal |
|---|---|---|
| Requester | Seeks support and services | To get their issues resolved and requests fulfilled quickly. |
| Technician | Delivers services and resolves issues | To manage and resolve tickets, maintain IT systems, and meet service level agreements (SLAs). |
| Administrator | Configures and manages the platform | To ensure the platform is secure, efficient, and aligned with the organization's business processes. |
The Requester: The Consumer of Services
Requesters are the end-users of the IT services your organization provides. They interact with ServiceOps primarily through the Support Portal, which serves as their single point of contact for all their needs.
Key Activities:
- Submitting Tickets: Creating incident reports (e.g., "my printer is broken") and service requests (e.g., "I need access to new software").
- Self-Service: Finding answers independently by searching the Knowledge Base.
- Tracking Progress: Monitoring the status of their open tickets and communicating with technicians.
- Managing Approvals: Actioning any requests that require their approval.
For a complete guide, see the Requester Role Details.
The Technician: The Provider of Services
Technicians are the IT professionals on the front lines, responsible for the day-to-day operations and support tasks. They use the full ServiceOps interface to manage the entire lifecycle of tickets and maintain the health of the IT environment.
Key Activities:
- Ticket Resolution: Fulfilling service requests and resolving incidents assigned to them.
- ITSM Processes: Participating in problem, change, and release management processes.
- Asset Management: Tracking and managing IT hardware, software, and other configuration items (CIs).
- Knowledge Sharing: Creating and updating knowledge base articles to help requesters and other technicians.
For a complete guide, see the Technician Role Details.
The Administrator: The Architect of the System
Administrators hold the highest level of access and are responsible for the end-to-end configuration and management of the ServiceOps platform. They shape the system to fit the unique needs and processes of the organization.
Key Activities:
- System Configuration: Setting up organizational details, business hours, security policies, and branding.
- User Management: Creating and managing all user accounts, roles, and permissions.
- Automation: Building workflows, automation rules, and Service Level Agreements (SLAs) to streamline operations.
- Module Customization: Configuring the settings for all ITSM modules, from Request Management to the Service Catalog.
For a complete guide, see the Administrator Role Details.