Service Request Roles

The following roles (or actors) are available for the Service Request workflow.

Service Request Managers - This role is responsible for the Service Request process. Other duties include:

Ensure efficiency and effectiveness of the Service Request process
Manage service request staff
Provide for continuous service improvement for Service Request
Produce KPI reports for management review
Maintain the Service Request system
Collaborate with other Service Manager processes such as Incident Management, Problem Management, Change Management, and Configuration Management

Fulfillers - This role is for service desk staff who are responsible for handling incoming calls and e-mails. Other duties include:

Own requests from classification to closure
Record, classify, and resolve requests as quickly as possible
Escalate requests appropriately
Keep users informed of request status
Ensure Service Level Agreements are met
Match similar request records

Service Request Contacts - This role is used to populate the Reported By and Additional Contacts fields.

Business Approvers and Financial Approvers - These roles are for the business and financial approvers who are responsible for verifying that a request meets business and financial requirements.

Purchasing - This role is for users who are responsible for purchasing software or hardware.

Service Request Users - This role is for the users who will be submitting requests and providing the necessary details to the request. This role is associated with the Affected User, Reported By, and Additional Contacts fields.

SR Administrator - This role is responsible for administering the Service Request application, such as assigning users to roles or managing auxiliary data.