Manage Service Management Roles

User Role defines the tasks that a user typically performs. You define roles to control security and user interface navigation. Each role defines a focused view of the system by exposing only the functionality necessary for users in that role.
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User Role defines the tasks that a user typically performs. You define roles to control security and user interface navigation. Each role defines a focused view of the system by exposing only the functionality necessary for users in that role.
A user's default role determines the system view that is presented upon login. Users with multiple role assignments can switch from one role to another to see different views of the system without having to log out and log back in again.
CA Service Management
 lets you define service management roles that span across multiple products in the solution. A service management role is group of product roles that lets you assign multiple product roles to user at once. In the solution, you manage several service management roles. For example, System Administrator is a service management role. The System Administrator is responsible for managing configurations and administering roles and users of the individual products in the solution. Earlier, the role of an administrator was different in different products in the solution. Now, through the solution, you create a System Administrator service management role that defines the role of an administrator without having to create the roles separately in each of the products.
You can create and manage roles of integrated solutions from a single location. As part of role management, you can perform the following tasks by using the administrative service offerings:
  • Define service management roles.
  • Map the service management roles to appropriate roles in integrated products.
  • Search for roles.
  • Update role details.
This article contains the following topics:
Define a Role
You can create a service management role to meet your business requirements.
When you create a service management role, identify the corresponding roles in the integrated products. The integrated product role is either a predefined role or a role that you manually created. For example, a service management role you create must define the following:
  • Name of the service management role: Business User
  • Tasks performed by the role: Requests services, reports issues, and collaborates for self-help.
  • Role in CA SDM: Employee, Customer
  • Role in CA Service Catalog: End User
  • Role in CA APM: Default User
: Every service management role you create must have a corresponding role in at least one of the integrated products.
The solution provides several predefined service management roles. For more information on predefined service management roles and the corresponding integrated product roles, see Predefined Service Management Roles.
To see predefined roles in the each of the installed products, see the following information:
Follow these steps:
  1. Log in to Unified Self-Service as an Administrator.
    If Unified Self-Service is not installed, you can access the service offerings from the CA Service Catalog user interface.
  2. In the Menu, click My Requests.
    The Request page appears.
  3. Click Create and select Request.
  4. Under Categories, click Service Management Administration.
  5. Click Add Role.
  6. Specify the details and click Submit. 
Predefined Service Management Roles
The solution provides several predefined service management roles. When you add a new role from predefined service management roles, the solution automatically identifies the corresponding roles in the integrated products.
The table details the predefined service management roles:
Service Management Role
Description
Roles in other products
System Administrator
System Administrators are responsible for managing configurations and administering roles and users of the individual products in the solution.
  • CA SDM role: System Administrator
  • CA Service Catalog role: Administrator
  • CA APM role: System Administrator
  • Unified Self-Service role: Administrator
Business User
Business users request services, report issues, and collaborate for self-help for issues related to IT.
  • CA SDM role: Employee, Customer
  • CA Service Catalog role: End User
  • CA APM role: Default User
  • Unified Self-Service role: End User
Approver
Approvers manage the change order process, but typically not the analysts who work on change order tickets.
  • CA SDM role: Process Manager
  • CA Service Catalog role: Request Manager
  • CA APM role: NA
  • Unified Self-Service role: End User 
Service Catalog Administrator
Service Catalog Administrators create, define, and manage services for a specific tenant or business unit.
  • CA SDM role: NA
  • CA Service Catalog role: Catalog Administrator
  • CA APM role: NA
  • Unified Self-Service role: End User 
Service Desk Administrator
Service Desk Administrators administer CA Service Desk Manager.
  • CA SDM role: Adminstrator
  • CA Service Catalog role: NA
  • CA APM role: NA
  • Unified Self-Service role: End User 
L1 Analyst
L1 Analysts provide first-line support within your organization.
  • CA SDM role: Service Desk Staff
  • CA Service Catalog role: Request Manager
  • CA APM role: Default User
  • Unified Self-Service role: End User 
L2 Analyst
L2 Analysts provide second-line support within your organization, which requires more advanced subject matter expertise.
  • CA SDM role: IT Staff
  • CA Service Catalog role: Request Manager
  •  CA APM role: Default User
  • Unified Self-Service role: End User 
Configuration Analyst
Configuration Analysts perform tasks within the configuration item life cycle process and second-line CMDB support within your organization.
  • CA SDM role: CMDB Analyst
  • CA Service Catalog role: Request Manager
  • CA APM role: Asset Technician
  • Unified Self-Service role: End User 
Asset Manager
Asset Managers manage asset life cycle and asset fulfillment.
  • CA SDM role: NA
  • CA Service Catalog role: Request Manager
  • CA APM role: Asset Fulfiller
  • Unified Self-Service role: End User 
Asset Management Administrator
Asset Management Administrators administer CA IT Asset Manager.
  • CA SDM role: NA
  • CA Service Catalog role: NA
  • CA APM role: System Administrator
  • Unified Self-Service role: End User 
Service Owner 
Service Owners are responsible for managing a specific IT service.
  • CA SDM role: CMDB Administrator
  • CA Service Catalog role: Catalog Administrator
  • CA APM role: NA
  • Unified Self-Service role: End User 
Executive User
Executive users are decision makers, who would be primarily interested in metrics to understand performance and efficiency.
The users must have view-only access to reports and dashboards.
  • CA SDM role: Employee
  • CA Service Catalog role: End User
  • CA APM role: Default User
  • Unified Self-Service role: End User 
View and Update Roles
You can search for the available roles in the solution. When required, you can make changes to the role details. For example, you can change the name of the service management role.
You can also map the service management roles to appropriate roles in integrated products. For example, you first created a service management role with the following role definitions:
  • Role in CA SDM: Employee, Customer
  • Role in CA Service Catalog: End User
  • Role in CA APM: Default User
However, at a later of point of time you decided to change the role in CA APM to Asset Technician.
Follow these steps:
  1. Log in to Unified Self-Service as an Administrator.
    If Unified Self-Service is not installed, you can access the service offerings from the CA Service Catalog user interface.
  2. In the Home page, click Request a Service.
    The Request Page Appears.
  3. Under Categories, click Service Management Administration. 
  4. Click Manage Roles.
  5. Search for the list of available roles.
  6. Select the role that you want to update and click Update.
  7. Update the role details and click Update.
  8. Click Submit.