Roles & Responsibilities

The table below lists the different roles that are involved in the Request Management process, along with their respective responsibilities. Click on a role to review its profile.



Group Coordinator

Distributes support requests assigned to the group amongst its specialists taking into account the skills, availability and access rights of the individual specialists.

On-Duty Manager

Assumes the "Incident Escalation Handling" responsibilities of service owners when they are not available.

Service Desk Analyst

Helps to provide a single point of contact for users of services provided by the service provider organization.

Obtains the necessary information from users and registers this in support requests in an efficient, accurate, and complete fashion.

Resolves as many of the received support requests as possible within the limitations of his/her access rights and time constraints.

Assigns support requests that cannot be resolved at the service desk to the appropriate group for resolution.

Monitors the progress of high-impact incidents (i.e. service outages that affect multiple users) and keeps all people concerned informed.

Escalates a high-impact incident to the service owner of the affected service when it has not been resolved within the available resolution time dictated by the related SLA.

Informs users of the solutions after their support requests have been resolved and asks them to verify the solution.

Service Desk Manager

Ensures that users are dealt with in a courteous fashion.

Handles all support requests of the category Request for Support Improvement to ensure that users who reported a complaint are turned into satisfied users of the service provider organization.

Service Owner

Decides whether an escalated incident needs to be resolved by implementing an emergency change, by recovering the affected service at its continuity site, or by continuing the resolution of the incident within the Request Management process.


Resolves support requests.

Updates support requests with relevant information and status changes.

Escalates incidents, which resolution may only be implemented through the Change Management process, to the service owner of the affected service.