Service Request Roles

Service Desk Analyst (SDA)

Service Desk Analysts typically help Self Service users if they need to create, manage, and update service requests. They can do the following:

• Create a service request on behalf of a requester.
• Manage service requests to make sure that they are not breached and provide status on a service request to a customer.
• Update service requests.
• Work on service request tasks.

Services are created, managed, and subscribed to within Self Service.

Service Desk Manager (SDM)

Service Desk Managers can do all the functions that Service Desk Analysts can. In addition, they can:

• View survey results.
• Manage transactional costs.
• View metrics on service requests.

Service Request Approvers

• The manager of the organizational unit to which the requester belongs approves service requests and they can approve them by either email or from Self Service.