Beneficiaries


The roles that rely on the Request Management process are listed in the table below, along with their respective requirements for the Request Management process.

Role

Requirement

Change Coordinator

Information from support requests that require Change Management to get resolved.

Configuration Administrator

Information regarding CIs that fall within the scope of the Configuration Management process, but which could not be linked to a support request because they have not been registered.

Customer Representative

Information updates concerning service outages.

Group Coordinator

Information regarding support requests that have been assigned to a group.

On-Duty Manager

Information updates concerning service outages.

Operator

Information regarding the progress of open support requests that were generated from events.

Problem Coordinator

Support request information for the identification of problems and the determination of root causes.

Service Desk Analyst

Information regarding the progress of open support requests.

Solution information of previously resolved support requests.

Service Level Administrator

Cost of effort and cost of supplier information in support requests, and the link between support requests and the services for which they were requested, to facilitate the preparation of a cost overview for each service at the end of a charge term.

Charge for customer information in support requests, and the link between support requests and SLAs, to help calculate the service charges for each customer at the end of a charge term.

Service Level Manager

Information regarding the actual level of service provided so that this information can be compared with the SLTs that have been agreed on in the SLAs.

Information updates concerning service outages.

Service Owner

Information regarding the actual level of service provided so that this information can be compared with the SLTs that have been agreed on in the SLAs.

Information updates concerning service outages.

Specialist

Information regarding support requests that have been assigned to a specialist.

User

Ability to submit support requests.

Information regarding the progress and solutions of his/her support requests.

Information updates concerning service outages.