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Administrators

As an Administrator, you are empowered to configure, secure, and manage the entire ServiceOps platform to meet your organization's unique needs.

An Administrator holds the highest level of access and control within ServiceOps. This role is responsible for the complete, end-to-end configuration of the platform, ensuring its performance, security, and alignment with your organization's specific processes and compliance requirements.

Administrators act as the central hub for managing the entire system. They have the authority to set up all system-wide settings, customize modules, manage user access, and enable automations that make the system a seamless part of your organization's IT and service delivery framework. Access to the Admin settings and capabilities requires specific Administrator rights.

Key Responsibilities​

While technicians and end-users interact with the platform to manage or receive services, the Administrator's focus is on shaping the platform itself. Key responsibilities include:

  • System & Organizational Configuration: Managing system-wide settings such as business hours, departments, locations, branding, and security policies, including authentication methods and network security configurations.
  • User and Access Management: Creating and managing all users (technicians, requesters), defining roles and permissions, and configuring authentication methods like LDAP or SSO.
  • Automation & Workflows: Designing and implementing automation rules, service level agreements (SLAs), approval workflows, and other processes to streamline operations.
  • Module Configuration: Customizing and managing the settings for all ITSM modules, including Request, Asset, Change, Problem, Project, Purchase, Contract, and the Service Catalog.
  • Templates and Customization: Creating and managing templates for incidents, service requests, changes, projects, tasks, and designing custom forms and fields to ensure consistency and efficiency.
  • Patch and Package Management Configuration: Defining patch policies, approving software packages, and configuring deployment settings for technicians to use.
  • Integrations & Channels: Configuring support channels like email and the virtual agent, and setting up integrations with external systems.
  • Discovery & Agent Management: Setting up and managing asset discovery jobs and the deployment of various agents.
  • Reporting and Dashboards: Configuring system-wide reports and dashboards to provide visibility into IT performance and service delivery metrics.
  • Data & System Maintenance: Overseeing data privacy, managing system backups, and ensuring the overall health of the application.
  • Audit Trail & Logging: Monitoring and reviewing system logs and audit trails for compliance, security, and troubleshooting.
  • Data Management (Import/Export): Managing the import and export of various data types, such as contracts and other system records.
  • System Health & Troubleshooting: Monitoring system performance, diagnosing issues, and implementing solutions to maintain optimal platform operation.

Core Administrative Functions​

The Admin section is the control center for all platform settings. Below are the core functions managed by an Administrator:

  • Automation: Configure business rules, SLAs, and workflows to automate technician actions and system processes.
  • Users: Manage all user accounts, roles, permissions, and support groups.
  • Organization: Define the foundational structure of your organization, including departments, sites, business hours, and holidays.
  • Support Channels: Configure all communication channels, including email, the support portal, and chat.
  • Module-Specific Management: Tailor the settings for every ITSM module, such as creating custom fields in Request Management, defining asset types in Asset Management, or setting up workflows in Change Management.
  • Service Catalog: Build and manage the catalog of services offered to end-users.
  • Discovery and Agents: Configure network discovery jobs and manage agent deployment to automate asset and CI tracking.
  • AI Configuration: Manage and configure artificial intelligence features to enhance service delivery.

Getting Started as an Administrator​

  1. Initial Login: Access the platform using the credentials provided to you. The initial setup will likely require you to configure core organizational settings.
  2. Organizational Setup: Navigate to Admin > Organization to configure your company's details, sites, departments, and business hours. This is a critical first step.
  3. User Configuration: Go to Admin > Users to import or create user accounts for your technicians and requesters. Define roles and assign appropriate permissions.
  4. Configure Support Channels: Visit Admin > Support Channels to set up your email server and customize the support portal to match your company's branding.
  5. Review Module Settings: Systematically go through each module in the Admin section (e.g., Request Management, Asset Management) to configure them according to your organization's processes.

Best Practices for Administrators​

  • Plan Your Configuration: Before making changes, plan your desired workflows, user roles, and automation rules. A well-planned setup is easier to manage.
  • Use a Phased Approach: Roll out new configurations or modules in phases. Start with a pilot group of users to gather feedback before a full organizational rollout.
  • Document Everything: Keep a record of your custom configurations, automation rules, and integration settings. This documentation is invaluable for troubleshooting and future updates.
  • Leverage Automation: Use the platform's automation capabilities to handle repetitive tasks, enforce policies (like SLAs), and reduce manual workload for technicians.
  • Regularly Review Permissions: Periodically review user roles and permissions to ensure they are still appropriate and to maintain security (principle of least privilege).
  • Stay Informed: Keep up-to-date with new releases and features of the ServiceOps platform to continuously improve your implementation.