Authorization Group

Description

Reference User

ITIL Process Role

Base Auth. Setting

Asset Management

ASSET SUPPORT

User doing operational work within Asset Management, such as system and component moves, system configuration, etc.

-REF-ASS,

-REF-ASM

Nothing

ASSET MANAGER

User doing management work within Asset Management.

-REF-ASM

Asset Manager

Nothing

Configuration Management

CONFIGURATION SUPPORT

User doing operational work within Configuration Management, such as compare definitions.

-REF-COS,

-REF-COM

Configuration Librarian

Nothing

CONFIGURATION MANAGER

User responsible for management work on Configuration Management - maintaining information about Configuration Items, the logical model registering components of the IT infrastructure.

-REF-COM

Configuration Manager

Nothing

Change Management

CHANGE SUPPORT

User doing operational work within Change Management, such as checking new RFCs or controlling the implementation activities.

-REF-CHS,

-REF-CHM

Change Owner

Nothing

CHANGE MANAGER

User responsible for management work on Change Management, such as controlling regular and emergency changes, monitoring execution of changes and coordinating the all over change processes.

-REF-CHM

Change Manager, Change Advisory Board (CAB), Emergency Change Advisory Board (ECAB)

Nothing

Problem Management

PROBLEM SUPPORT

User doing operational work within Problem Management.

-REF-PRS

-REF-PRM

Nothing

PROBLEM MANAGER

User responsible for management work on Problem Management.

-REF-PRM

Problem Manager, Knowledge Manager

Nothing

Incident Management

INCIDENT MANAGER

User responsible for management work on Incident Management. Leader of the Major Incident Team.

-REF-INM

Incident Manager, Knowledge Manager

Nothing

CALL CENTER

User performing call acceptance as a kind of 1st line support.

-REF-CCA,

-REF-SDA

Nothing

FIRST LEVEL SUPPORT

User receiving new end-user tickets as SPOC (Single Point of Contact)

-REF-1LS,

-REF-SDA

1st Level Support

Nothing

SERVICE DESK

User belonging to the Call Center and 1st level (not splittable).

-REF-SDA

Service Desk

Nothing

SECOND LEVEL SUPPORT

Experts of the different IT support areas.

-REF-2LS

2nd Level Support

Nothing

SERVICE CONTROLLING

THIRD LEVEL SUPPORT

User belonging to local services (external service provider), typically located at the hardware or software manufacturers.

-REF-3LS

3rd Level Support

Nothing

SPECIAL SUPPORT

User belonging to the 2nd level support, allowed to initiate new Problem and Change tickets.

-REF-SPS,

-REF-2LS,

-REF-SDA

Problem Initiator

Nothing

Service Request Management

SERVICE REQUEST ADMIN

User doing special administrative work within Service Request Management. This includes general settings, superadmin "depricated (old)" actions, etc.

-REF-SRA

Nothing

SERVICE REQUEST CATALOG MANAGER

User doing catalog work within Service Request Management, such as maintenance of the personalized PSC (Product Service Catalog) as a Service Catalog Manager. Close working relationship with the Service Manager and other product managers.

-REF-SRC

Service Catalogue Manager

Nothing

SERVICE REQUEST SUPPORT

User doing operational work within Service Request Management, such as supervising the fulfillment process of each Service Request instance.

-REF-SRS,

-REF-SRM

Nothing

SERVICE REQUEST MANAGER

User doing management work within Service Request Management, such as monitoring all fulfillment processes (statistics) and taking responsibility for the quality of all Serrvice Requests. Close working relationship with the Service Manager.

-REF-SRM

Nothing

Service Management

SERVICE LEVEL MANAGER

Users that are negotiate with customers and tailor Services accordingly.

-REF-SLM

Nothing

SERVICE PORTFOLIO MANAGER

Users that define and are responsible for the Service Portfolio.

-REF-SPM

Nothing

SERVICE MODEL ARCHITECT

Users that will create the basis for the Service Blueprints.

-REF-SMA

Nothing

Supplier Management

SUPPLIER ADMINISTRATION

User who is able to adjust the configuration for supplier management

-REF-SUA

Nothing

SUPPLIER MANAGER

User who is the (head of) Supplier Manager (one or two user)

-REF-SUM

Nothing

SUPPLIER READ

User with rights only to read all supplier and evaluation information

-REF-ASM

-REF-CHM

-REF-INM

-REF-PRM

Nothing

SUPPLIER SUPPORT

User support the Supplier Manager (all Supplier Relationship Manager)

-REF-SUS

-REF-SUM

Nothing

Release Management

RELEASE MANAGER

Release Manager group of Valuemation user

-REF-RELM

Nothing

RELEASE SUPPORT

Release Support group of Valuemation user

-REF-RELS

Nothing

Resource Management

RESOURCE MANAGER

Resource Manager group of Valuemation user

-REF-RESM

Nothing

ITSCM

IT SERVICE CONTINUITY MANAGER

IT Service Continuity Manager group of Valuemation user

-REF-ITSCM

Nothing

End User

END USER SERVICE

User belonging to a business line (BLU) who can initiate Incidents and Service Requests out of Incident Management and various Service Requests out of the personalized PSC (Product/Service Catalog).

-REF-EUS and all other ref users (-REF-xxx)

User, Customer

Nothing

Administration

CUSTOMER ADMIN

Customer administrator for configuration work at customer site.

-CADMIN

All

TASKEXECUTORS

Users used by Process Engine to execute (script) tasks.

All

USU.TESTERS

User which is supposed to test Business Process Manager should be a member of this group.

All